Basic Info

Faten Fahmy

2 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Customer Service Representative at Western Union

Experience Details

Customer Service Representative

Customer Service/Support

Experienced (Non-Manager)

- Handles problems, and cases which are more sensitive, and beyond the competence of staff in a tactful, and diplomatic manner.
- Follow up and monitor customer service staff performance to ensure quality of services rendered according to agreed service level standards.
- Prepare action Plans and schedules to identify specific targets and to customer service and sales, identifying and follow up on sales techniques.
- Build sustainable relationships of trust through open and interactive communication
- Monitor and achieve targets to ensure fulfilling the department business plan.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Handle Fraud cases.
- Follow communication procedures, guidelines and policies.


Company Details

Western Union (multinational)

Cairo, Egypt

More than 1000 employees

Business Services - Other

www.westernunion.com

May 2015 to Jun 2016 (1 year 1 month)
Back office (intern) at Qatar National Bank

Experience Details

Back office (intern)

Banking

Student

N/A


Company Details

Qatar National Bank

Cairo, Egypt

More than 1000 employees

Banking

N/A

Aug 2015 to Sep 2015 (1 month)
Delegate at The International Conference on Global Economy (student activity)

Experience Details

Delegate

Accounting/Finance

Student

N/A


Company Details

The International Conference on Global Economy (student activity)

Cairo, Egypt

N/A

Jan 2015 to Mar 2015 (2 months)
Technical support at Xceed

Experience Details

Technical support

Customer Service/Support

Entry Level

- Working with customers to identify computer/TV/Mobile phones problems and advising on the solution.
- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
- Research required information using available resources.
- Identify and escalate priority issues per Client specifications.
- Accurately process and record call transactions using a computer and designated tracking software.
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
- Organize ideas and communicate oral messages appropriate to listeners and situations.
- Follow up and make scheduled call backs to customers where necessary.


Company Details

Xceed

Cairo, Egypt

More than 1000 employees

Business Services - Other

N/A

Apr 2014 to Feb 2015 (10 months)
Customer service and back office (intern) at Commercial International Bank

Experience Details

Customer service and back office (intern)

Banking

Student

N/A


Company Details

Commercial International Bank (multinational)

Cairo, Egypt

More than 1000 employees

Banking

N/A

Aug 2014 to Sep 2014 (1 month)
Delegate at Model Egyptian Stock Exchange (student activity)

Experience Details

Delegate

Banking

Student

N/A


Company Details

Model Egyptian Stock Exchange (student activity)

Cairo, Egypt

N/A

Jan 2014 to Mar 2014 (2 months)
Delegate at Arabesque Workshop Cairo University (student activity)

Experience Details

Delegate

Creative/Design/Art

Student

Lighting units with wood


Company Details

Arabesque Workshop Cairo University (student activity)

Cairo, Egypt

N/A

Jan 2013 to Mar 2013 (2 months)

Achievements


Exceeded the Company’s goals and target by getting surveys for customer satisfaction.
Resolved customer complaints by identifying problems and taking appropriate corrective action.
Demonstrated professional etiquette and manners when interfacing with customers which improved the feedback of customers.


Improved my efficiency of customer service department.
Successfully handled Customer problems, without a single complaint from any customer.


Successfully passed the conference With the business crises team.


Proficient with network hardware such as hubs, routers, mobiles phones,servers and cabling.
Excellent communicator, capable of explaining complex technical issues quickly and easily, ensuring timely resolution of problems.
Install, configure and maintain software applications, operating systems, administration and network monitoring.
Diagnose and repair internet service. LAN networks, wireless and email failures.
Oversee backup and recovery of critical data.
Configure new and existing network systems and hardware.
Set up administrative passwords and directory permissions
Install and maintain anti-virus, firewall and security.



Improved my efficiency of customer service department.
Successfully handled Customer problems, without a single complaint from any customer.


Improved my knowledge of Stock Market


Lighting units with wood


I got 97% in Thanaweya Amma I got Good and Very Good in Univesity

Education

Faculty of Economics and Political Science in Economics

Education Details

Faculty of Economics and Political Science

Economics, Management, Statistics

Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University
2012 - 2016
High School - Thanaweya Amma

High School Details

Thanaweya Amma

saint anne

Egypt

2012

A / Excellent / 85 -100%

N/A

saint anne
2012

Certifications

DELF
Feb 2010

Certificate details

DELF

Feb 2010

N/A

N/A

N/A

N/A

This profile is not updated!
Last update more than 3 months ago.

Jobseeker photo

Profile Skills and Keywords

AccountigAccountingAdaptiveAdobe FlashAdvertisingAlexandriaArabicBack OfficeBankingBusiness Services - OtherCatsCinemaCommercial International BankCreativeCustomer ServiceCustomer Service And Back OfficeCustomer Service RepresentativeDELFDelegateDesignDogsDrawingEconomicsEnglishFamilyFinanceFinancial AnalyseFlexibleFlowersFrenchHTMLHard WorkerInsuranceInternet ResearchKidsManagementMath For EconomistMicrosoft OfficeMusicPeacePersistentPhotographyPizzaReadingSocialSocial NetworkStatisticsSupportSupporting FriendsSupportiveSwimmingTechnical SupportTravelWatching FilmsWestern Union

Self-assesed Skills

Languages

French

French

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Advanced

: Advanced

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

Internet Research

Internet Research

: Expert

: Extreme - I love it!

:

More than 7 years

Adobe Flash

Adobe Flash

: Expert

: Extreme - I love it!

:

5-7 years

HTML

HTML

: Advanced

: High

:

1-3 years

Fields of Expertise

Math For Economist

Math For Economist

: Expert

: Extreme - I love it!

:

3-5 years

Customer service

Customer service

: Expert

: Extreme - I love it!

:

1-3 years

Management

Management

: Expert

: Extreme - I love it!

:

1-3 years

Back Office

Back Office

: Advanced

: High

:

Less than 1 year

financial analyse

financial analyse

: Advanced

: High

:

1-3 years

Accountig

Accountig

: Advanced

: High

:

1-3 years

banking

banking

: Intermediate

: Medium

:

Less than 1 year

Statistics

Statistics

: Intermediate

: Medium

:

1-3 years

Key Skills

Hard worker, Flexible / Adaptive, Persistent, Social, Supportive

Online Presence

https://www.linkedin.com/in/faten-fahmy-0b6676125?trk=nav_responsive_tab_profile_pichttps://www.facebook.com/tuna.fufufaten.aly.fahmy@hotmail.com

Faten is looking for a new career opportunity. Please help by sharing…

Get Your own Wuzzuf Profile Now !

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