Basic Info

Sara Shahin

Less than 1 year

Cairo, Egypt

Diploma

Entry level

Work Experience

Complaint management Unit specialist at Vodafone UK

Experience Details

Complaint management Unit specialist

Customer Service/Support

Experienced (Non-Manager)

To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process. To manage the resolution of customer complaints ,within given timescales. To be the first point of contact for all customer related issues . To liaise with the client on a weekly basis and report on the level of customer complaint resolutions .To be the main point of contact for tenants receiving services from Meara , maximizing customer satisfaction and ensuring full communication at all times. To provide complaint trends and communicate lessons learn to the Branch manage r and Business Partner, so service levels can be improved. Key Duties and Responsibilities To be responsible for investigation, resolution and reporting of all customer related complaints . To input all complaints onto the Meara database, reporting and seeing through to completion. This will involve completing Client paperwork to ensure 360 degree communication. Escalate all unresolved issues/complaints to your line manager whilst keeping the Branch Manager and Business Partner informed at Branch level. To ensure all Meara policies and procedures relating to customer complaints are followed and are adhered to and documented within the branch.To be the main point of tenant contact, liaising with operational colleagues ensuring that tenants are kept fully informed of progress at all times. Respond positively to any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery. Ensure that all written communication is carried out as per the customer care procedures and any contractual specification.


Company Details

Vodafone UK

Egypt

More than 1000 employees

Telecommunications

N/A

Jan 2016 to present (11 months)
Floor walker "floor support" onloan at Vodafone

Experience Details

Floor walker "floor support" onloan

Customer Service/Support

Experienced (Non-Manager)

Responsible for transition team knowledge And support to enhance and improve their skills Responsible for numbers how they can achieve their kpi's Delivering new updates for our business to be aware of it to achieve kpis and deliver best customer service.


Company Details

Vodafone (multinational)

Egypt

N/A

Telecommunications

N/A

Jul 2015 to Jan 2016 (6 months)
Performance manager at Vodafone

Experience Details

Performance manager

Customer Service/Support

Experienced (Non-Manager)

Managing people team of 20 people new commerces to help and support and achieve numbers and manage knowledge and learning curve Managing schedule for delivering new info with the floorwalkers to make sure team is up to date with polices and new updates to our services and system. Make sure team members are aware of company's policy and rules "business awareness".


Company Details

Vodafone (multinational)

Egypt

More than 1000 employees

Telecommunications

N/A

Jan 2015 to Jan 2016 (1 year)
International customer care advisor at Vodafone

Experience Details

International customer care advisor

Customer Service/Support

Experienced (Non-Manager)

Takes personal responsibility for solving customer issues Recognises the importance of internal customer service and knows who key internal customers are Actively champions the customer and develops customer focus in employees / colleagues Ensures communication(spoken and written) is accurate and informative Ensures that implications of any recommendations are clearly communicated and understood Identifies and uses the best communication media for the situation Develops and incorporates approaches and methods to ensure that tasks are completed accurately Provides clarity and structure of analysis to allow external checks/audits Takes pride in producing accurate/quality work Answering inbound calls from customers with queries or technical problems with their mobile phones across Bill Pay customers Accurately documenting all calls received using the appropriate computer systems Working to achievable targets within a strong team orientated environment Following up on any unresolved queries To achieve agreed targets and standards applied to the campaign/account, in particular customer satisfaction and to resolve queries and complaints Maintain customer requirements and contribute to the overall improvement of campaigns/accounts. Achieve call handling targets and standards Record data accurately Maintain a positive attitude at all times and ensure there is a high customer service focus Achieve and exceed daily KPIs as set by the campaign requirements


Company Details

Vodafone

Egypt

More than 1000 employees

Consumer Services

N/A

Dec 2012 to Feb 2015 (2 years 2 months)
Invigilator at British Council

Experience Details

Invigilator

Administration, Education/Teaching, Training/Instructor

Entry Level

N/A


Company Details

British Council

Egypt

N/A

Education

N/A

May 2012 to Jul 2012 (2 months)
Accounting (intern) at Accounting office

Experience Details

Accounting (intern)

Accounting/Finance, Administration

Entry Level

N/A


Company Details

Accounting office

Egypt

N/A

Accounting and Auditing Services

N/A

Apr 2010 to Apr 2010 (1 month)
Trainee (intern) at National bank of egypt

Experience Details

Trainee (intern)

Accounting/Finance, Administration

Entry Level

N/A


Company Details

National bank of egypt

Egypt

N/A

Banking

N/A

Jun 2008 to Jul 2008 (1 month)

Education

College Diploma in Management

Education Details

College Diploma

Management

Cairo University, Egypt

C / Good / 65 - 75%

statistics , management studies , organizational behavior , managerial accounting , management information technology

N/A

Cairo University
2012 - 2014
Bs in Accounting

Education Details

Bs

Accounting

Zagazig University, Egypt

C / Good / 65 - 75%

Accounting , management , organizational behavior , human resources , statistics , etc

N/A

Zagazig University
2005 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

thanawya banat faqus

Egypt

2004

A / Excellent / 85 -100%

N/A

thanawya banat faqus
2004

Certifications

CMA canadian
May 2010

Certificate details

CMA canadian

May 2010

passed

N/A

N/A

Canadian Information technology ,,

 Part One: Managerial Account

BBSA program
Dec 2010

Certificate details

BBSA program

Dec 2010

N/A

N/A

N/A

future generation foundation

*Icdl advanced (Microsoft office package ).

* 4 levels of English language from Berlitz .

*Computerized accounting ''peach-tree'' .

*Project skills .

*communication skills.

Certificate details

CMA American ''part1'' old system

May 2009

N/A

N/A

N/A

N/A

Soft skills
May 2011

Certificate details

Soft skills

May 2011

N/A

N/A

N/A

Emak academy

communication skills ,,,, sales ,,,, customer care ,,,, e-mailing protocol ,,,,

Certificate details

 Conversation Course at British council .2011

Jun 2012

N/A

N/A

N/A

N/A

Certificate details

Soft skills and customer service

Aug 2014

N/A

N/A

N/A

Emak

soft skills
customer service
marketing
sales

Training and Courses

Training/Course Details

trainer at the national bank of egypt

Jun 2008

National bank of Egypt

N/A

Training/Course Details

accountant

Apr 2010

accountant's office

N/A

Training/Course Details

accountant

Apr 2010

accountant's office

N/A

This profile is fresh!
Last update 13 days ago.

Jobseeker photo

Profile Skills and Keywords

? Conversation Course At British Council .2011AccountantAccountingAccounting And Auditing ServicesAdminAdministrationArabicBBSA ProgramBankingBusiness-orientedCMA American ''part1'' Old SystemCMA CanadianComplaint Management Unit SpecialistConsumer ServicesCustomer ServiceEducationEnglishFinanceFloor Walker "floor Support" OnloanFrenchHard WorkerICDL AdvancedInsuranceInternational Customer Care AdvisorInternetInvigilatorLeaderManagementMicrosoft PowerPointMicrosoft WindowsMicrosoft WordPerformance ManagerProblem SolverProject PresentationPublic Relations (PR)Soft SkillsSoft Skills And Customer ServiceSupportSupportiveTeam LeaderTelecommunicationsTraineeTrainer At The National Bank Of EgyptVodafone

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Advanced

: Advanced

French

French

: Advanced

: Intermediate

: Intermediate

: Beginner

Tools and Technologies

Microsoft PowerPoint

Microsoft PowerPoint

: Expert

: Extreme - I love it!

:

Less than 1 year

Microsoft Windows

Microsoft Windows

: Expert

: Extreme - I love it!

:

More than 7 years

Internet

Internet

: Expert

: Extreme - I love it!

:

3-5 years

Public Relations (PR)

Public Relations (PR)

: Advanced

: Extreme - I love it!

:

3-5 years

ICDL advanced

ICDL advanced

: Advanced

: High

:

Less than 1 year

Microsoft Word

Microsoft Word

: Advanced

: High

:

3-5 years

Fields of Expertise

team leader

team leader

: Advanced

: Extreme - I love it!

:

Less than 1 year

performance manager

performance manager

: Advanced

: Extreme - I love it!

:

1-3 years

project presentation

project presentation

: Intermediate

: High

:

Less than 1 year

accounting

accounting

: Beginner

: Medium

:

Less than 1 year

invigilator

invigilator

: Beginner

: Medium

:

Less than 1 year

admin

admin

: Beginner

: Medium

:

Less than 1 year

Key Skills

Leader, Business-oriented, Hard worker, Problem Solver, Supportive

Online Presence

http://www.linkedin.com/profile/edit?trk=hb_tab_pro_top

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