Basic Info

Sherien Farag

3 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Account Trainer at Sykes Enterprises

Experience Details

Account Trainer

Education/Teaching, Training/Instructor

Experienced (Non-Manager)

(Nokia Networks Emergency account)
- Develops, implements and modifies training program to ensure effectiveness of programs delivered to Nokia trainees, team and support staff.
- Delivers product and soft skills training to Nokia trainees, team and support staff.
- Responsible for team quality.
- Creates and updates training material and account knowledge base.
- Responsible for team quality.
- Creates and updates quality monitoring protocols.
- Monitors agent sessions and delivers feedback and tips ensuring process adherence.
- Sets action plans according to the team’s performance.
- Delivers coaching and feedback sessions to all team members.
- Reports individuals' progress and identifies additional training needs.
- Measures and tracks individuals’ performance by creating monthly assessments and quality analysis.
- Assist in program development with new products and/or services.
- Responsible for all client communication.


Company Details

Sykes Enterprises (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Apr 2013 to present (3 years 8 months)
Customer Support Representative at Sykes Enterprises

Experience Details

Customer Support Representative

Customer Service/Support

Entry Level

(Got promoted by the end of April 2013)
(Nokia Emergency account)
- Determines requirements by working with customers.
- Getting customers in contact with the appropriate Nokia support.
- Handling Emergency cases accurately and following up until issues resolved.


Company Details

Sykes Enterprises (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Oct 2012 to Apr 2013 (6 months)
Graphic Designer (Freelancer) (volunteer) at Freelancer

Experience Details

Graphic Designer (Freelancer) (volunteer)

Creative/Design/Art

Experienced (Non-Manager)

(Printed graphic design freelancer)
- Design and create a visible image that can be used in media and print.


Company Details

Freelancer

Egypt

N/A

Graphic Design

N/A

Aug 2012 to Oct 2012 (2 months)
International account advisor at Vodafone (UK)

Experience Details

International account advisor

Customer Service/Support

Experienced (Non-Manager)

(International account advisor for the UK account)
- Act as a front-line interface with customers of Vodafone GBR.
- Responding to customers over the phone and resolving their inquiries.
- Facilitate and provide a Vodafone global customer service standard.


Company Details

Vodafone (UK) (multinational)

6th of October, Egypt

More than 1000 employees

Telecommunications

N/A

May 2012 to Sep 2012 (4 months)

Education

BA in Languages

Education Details

BA

Languages

Faculty of Al-alsun, Ain Shams University, Egypt

Not specified

Linguistics, Grammar, Phonetics, Drama, Novel, Poetry, Translation, Conversation, Spanish and Arabic.

Major: Translation 1st Language: English 2nd Language: Spanish

Faculty of Al-alsun, Ain Shams University
2005 - 2009
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Saint Fatima Language School

Egypt

2005

A / Excellent / 85 -100%

1st Language: English 2nd Language: French

Saint Fatima Language School
2005

Certifications

Certificate details

TEFL (Teaching English as a Foreign Language)

Feb 2016

N/A

N/A

N/A

AIPS

N/A

Training and Courses

Training/Course Details

P.T.T. (Piecing Training Together)

Oct 2013

Sykes Enterprises

(For Trainers development)

Training/Course Details

Printed Graphic Design Diploma

Oct 2010

New Horizons

N/A

Training/Course Details

• C.R.M. – Customer Relationship Management

Jun 2015

Sykes Enterprises

(Short course)

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

Account TrainerAdaptiveAdobe IllustratorAdobe PhotoshopAnimalsArabicCommunicatorConsumer ServicesCreativeCustomer ServiceCustomer Support RepresentativeDesignDrawingEnglishFashionFlexibleFrenchGraphic DesignGraphic Designer (Freelancer)Handles StressInteractiveInternational Account AdvisorLanguagesMicrosoft ExcelMicrosoft OutlookMicrosoft PowerPointMicrosoft WordNatureP.T.T. (Piecing Training Together)PresenterPrinted Graphic Design DiplomaQualitySpanishSupportSushiSykes EnterprisesTEFL (Teaching English As A Foreign Language)TelecommunicationsTrainingTravellingVisual ArtsVodafone (UK) C.R.M. Customer Relationship Management

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Intermediate

: Intermediate

: Intermediate

: Intermediate

Spanish

Spanish

: Intermediate

: Beginner

: Beginner

: Beginner

Tools and Technologies

Microsoft Outlook

Microsoft Outlook

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft Word

Microsoft Word

: Expert

: Extreme - I love it!

:

3-5 years

Adobe Photoshop

Adobe Photoshop

: Advanced

: Extreme - I love it!

:

1-3 years

Microsoft Excel

Microsoft Excel

: Advanced

: Extreme - I love it!

:

3-5 years

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: Extreme - I love it!

:

3-5 years

Adobe Illustrator

Adobe Illustrator

: Intermediate

: High

:

Less than 1 year

Fields of Expertise

Training

Training

: Expert

: Extreme - I love it!

:

1-3 years

Quality

Quality

: Expert

: Extreme - I love it!

:

1-3 years

Key Skills

Communicator, Presenter, Flexible / Adaptive, Handles Stress, Interactive

Online Presence

https://eg.linkedin.com/in/sherienfarag

Sherien is looking for new exciting career opportunities… Please share…

Get Your own Wuzzuf Profile Now !

Employer? If you're representing an organization or an enterprise, Signup here for FREE to see Sherien's full profile and find more great talent and professionals to join your team.