Basic Info

Sarah Aly

7 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Customer Account Executive Senior – Shop and Ship at Aramex

Experience Details

Customer Account Executive Senior – Shop and Ship

Logistics/Supply Chain, Customer Service/Support

Experienced (Non-Manager)

Explain and promote the Shop&Ship; service to potential customers to ensure full understanding of the service.

Open Mailboxes for new subscribers and logging customer information into the system.

Follow up on all online subscriptions, check the integrity of the logged customer information, and contact all online customers to ensure they are aware of how to best use the service.

Update customers’ information on their respective profiles in the system, and
ensure the delivery address is complete, to achieve successful delivery of
customer’s packages.

Maintain and record all customers’ communications, complaints and opportunities to ensure customers service and follow-up.

Handle client’s complaint, reporting to the Shop&Ship; Team Leader/Manager in the station to ensure customer satisfaction.

Following up with customers on shipments held at customs and advising
operations for actions accordingly to ensure shipments are delivered on time.

Arrange effective delivery of pickup shipments along with money collection and receipts preparation to meet the accounting set procedures.

Follow up on all “on-hold” packages; coordinate required action with clients and operations to ensure proper package handling.

Follow-up on problematic/pending shipments and contact other stations or/and origins to overcome complications.

Handle misrouted shipments in coordination with other Shop&Ship; team to
ensure delivery to the right customer.

Log discount/ compensation requests, and coordinate with the Shop&Ship; team leader/ Manger accordingly.


Company Details

Aramex (multinational)

Giza, Egypt

501-1000 employees

Logistics and Supply Chain

www.aramex.com

Aug 2012 to present (4 years 4 months)
Contact Center Excutive Senior at Aramex

Experience Details

Contact Center Excutive Senior

Customer Service/Support

Entry Level

Main Duties:

Operations and Planning:
• Manage the daily running of the contact center.
• Handle escalated customer complaints and enquiries.
• Analyze & review performance statistics and adjust contact center operations accordingly.
• Forecast and analyze data against targets.
• Ensure that all team members are supplied with equipment, tools, knowledge, and training required performing their tasks efficiently and effectively.
• Identify operational improvement opportunities with the contact center and develop needed action plans.

Performance:
• Review the performance of contact center team members, identifying staff training needs and planning training sessions.
• Monitor random calls to improve quality, minimize errors and track operational performance.

People:
• Coach, motivate and retain contact center team members.
• Build capacity of contact center team members.
• Organize staffing, including shift patterns and the number of staff required to meet demand.


Company Details

Aramex (multinational)

Giza, Egypt

More than 1000 employees

Logistics and Supply Chain

www.aramex.com

Apr 2011 to Aug 2012 (1 year 4 months)
Contact Center Agent. at Aramex

Experience Details

Contact Center Agent.

Customer Service/Support

Entry Level

N/A


Company Details

Aramex (multinational)

Giza, Egypt

More than 1000 employees

Logistics and Supply Chain

www.aramex.com

Jan 2010 to Sep 2010 (8 months)
Contact Center Agent. at Esnad BPO

Experience Details

Contact Center Agent.

Customer Service/Support

Entry Level

N/A


Company Details

Esnad BPO

Cairo, Egypt

11-50 employees

Outsourcing/Offshoring , Financial Services

www.bdoesnad.com

Jan 2009 to Jun 2010 (1 year 5 months)

Achievements


Employee of the quarter 2015
Customer Service Hero 2015


Employee of the quarter 2011 .


Education

Bachelor's Degree in History

Education Details

Bachelor's Degree

History

Faculty of Arts cairo university, Egypt

Not specified

N/A

N/A

Faculty of Arts cairo university
2004 - 2008

Certifications

Certificate details

Basic Business Skills Acquisition (BBSA) Cairo, Egypt

Dec 2008

N/A

N/A

N/A

Future Generation Foundation (FGF)

N/A

Training and Courses

Training/Course Details

Customer Service Training

Dec 2008

Dale Carnegie Training

N/A

Training/Course Details

Handling Training

Nov 2011

aramex

N/A

This profile is fresh!
Last update 1 days ago.

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Profile Skills and Keywords

ArabicAramexAvaya SystemBasic Business Skills Acquisition (BBSA) Cairo, EgyptCommunicatorContact CenterContact Center Agent.Contact Center Excutive SeniorCustomer Account Executive Senior Shop And ShipCustomer ServiceCustomer Service TrainingCustomer-orientedEnglishEnglish MoviesFinancial ServicesHandling TrainingHard WorkerHistoryLeaderLogisticsLogistics And Supply ChainMicrosoft OfficeOffshoringOnline ShoppingOrganizerOutlookOutsourcingSupportTransportation

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Intermediate

: Intermediate

: Intermediate

: Intermediate

Tools and Technologies

Outlook

Outlook

: Expert

: Extreme - I love it!

:

5-7 years

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

5-7 years

Online shopping

Online shopping

: Expert

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Contact Center

Contact Center

: Expert

: Extreme - I love it!

:

1-3 years

Customer service

Customer service

: Expert

: Extreme - I love it!

:

1-3 years

Avaya system

Avaya system

: Expert

: Extreme - I love it!

:

5-7 years

Key Skills

Leader, Communicator, Hard worker, Customer-oriented, Organizer

Online Presence

https://www.linkedin.com/in/sarah-mohamed-0277576a

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