Basic Info

Name: Faten Fahmy

Professional Experience: 2 years

Location: Cairo, Egypt

Highest Education: Bachelor's Degree

Career Level: Experienced

Work Experience

Customer Due Diligence Analyst at HSBC Commercial Banking

Experience Details

Job Title: Customer Due Diligence Analyst

Job Role: Banking

Career Level: Entry Level

Job Details: N/A

Company Details

Name: HSBC Commercial Banking (multinational)

Location: Cairo, Egypt

Size: More than 1000 employees

Industries: Banking

Website: Www.hsbc.com

Sep 2016 to present (10 months)

Customer Service Representative at Western Union

Experience Details

Job Title: Customer Service Representative

Job Role: Customer Service/Support

Career Level: Experienced (Non-Manager)

Job Details: - 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

Name: Western Union (multinational)

Location: Cairo, Egypt

Size: More than 1000 employees

Industries: Business Services - Other

Website: www.westernunion.com

May 2015 to Jun 2016 (1 year 1 month)

Back office (intern) at Qatar National Bank

Experience Details

Job Title: Back office (intern)

Job Role: Banking

Career Level: Student

Job Details: N/A

Company Details

Name: Qatar National Bank

Location: Cairo, Egypt

Size: More than 1000 employees

Industries: Banking

Website: N/A

Aug 2015 to Sep 2015 (1 month)

Delegate at The International Conference on Global Economy (student activity)

Experience Details

Job Title: Delegate

Job Role: Accounting/Finance

Career Level: Student

Job Details: N/A

Company Details

Name: The International Conference on Global Economy (student activity)

Location: Cairo, Egypt

Website: N/A

Jan 2015 to Mar 2015 (2 months)

Technical support at Xceed

Experience Details

Job Title: Technical support

Job Role: Customer Service/Support

Career Level: Entry Level

Job Details: - 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

Name: Xceed

Location: Cairo, Egypt

Size: More than 1000 employees

Industries: Business Services - Other

Website: N/A

Apr 2014 to Feb 2015 (10 months)

Customer service and back office (intern) at Commercial International Bank

Experience Details

Job Title: Customer service and back office (intern)

Job Role: Banking

Career Level: Student

Job Details: N/A

Company Details

Name: Commercial International Bank (multinational)

Location: Cairo, Egypt

Size: More than 1000 employees

Industries: Banking

Website: N/A

Aug 2014 to Sep 2014 (1 month)

Delegate at Model Egyptian Stock Exchange (student activity)

Experience Details

Job Title: Delegate

Job Role: Banking

Career Level: Student

Job Details: N/A

Company Details

Name: Model Egyptian Stock Exchange (student activity)

Location: Cairo, Egypt

Website: N/A

Jan 2014 to Mar 2014 (2 months)

Delegate at Arabesque Workshop Cairo University (student activity)

Experience Details

Job Title: Delegate

Job Role: Creative/Design/Art

Career Level: Student

Job Details: Lighting units with wood

Company Details

Name: Arabesque Workshop Cairo University (student activity)

Location: Cairo, Egypt

Website: N/A

Jan 2013 to Mar 2013 (2 months)

Achievements

See Achievements

Achievements as Customer Service Representative at Western Union (2015 - 2016)
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.

Achievements as Back office at Qatar National Bank (2015 - 2015)
Improved my efficiency of customer service department.
Successfully handled Customer problems, without a single complaint from any customer.

Achievements as Delegate at The International Conference on Global Economy (2015 - 2015)
Successfully passed the conference With the business crises team.

Achievements as technical support at Xceed (2014 - 2015)
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.

Achievements as customer service and back office at Commercial International Bank (2014 - 2014)
Improved my efficiency of customer service department.
Successfully handled Customer problems, without a single complaint from any customer.

Achievements as delegate at Model Egyptian Stock Exchange (2014 - 2014)
Improved my knowledge of Stock Market

Achievements as delegate at Arabesque Workshop Cairo University (2013 - 2013)
Lighting units with wood

Other achievements in school, university, sports, etc...
I got 97% in Thanaweya Amma I got Good and Very Good in Univesity