Farah Abd El Shafi Al Alamy

Sutherland

• Official Operational Delegate of Account ManagerFull Time

  Jul 2021 - Apr 2022 -9 months

  Egypt , Alexandria

  • Job Details:• Assisting the team manager & account manager in their duties & responsibilities. • Working on the performance of the French team via finding the root causes to their scores droppage. • Analyzing their overall behavior during chats and then working on upgrading all the top defects found during the analysis. • Creating presentations and excel sheets to the client, case showing all the samples for the main process points affecting our scores highly whether for the Arabic or French LOB and the business plan that we should be following moving forward via calls and emails. • Creating new tasks for each member in the AliExpress team depending on their skills to assist the business in different ways and work on their development plan. • Handling high risk cases and repeated customers via different channels. • Participating in the coordination and management of all topics that are relevant to the different LOBs, the AM and the client. • Successfully schedule and prepare management meetings with a clear drive to results, and follow up on the implementation of agreed-on projects. • Tackling challenges and working with upper management to implement changes, ensuring that they would be properly executed and maintained long term. • Successfully organized and ran monthly check-ins with the department to ensure everyone was on track to meeting their OKRs. • Assisted account managers in handling customer inquiries and complaints in a timely manner. • Assisted in the creation of a new pitch deck that was used to secure seed funding from new clients and current ones. • Setting weekly performance goals for the new hires and to SMEs to follow up internally with the new associates (department-wide and individual) for each channel, and making sure to set a clear plan with the manager or SMEs to ensure goals are met.
• Team ManagerFull Time

  Apr 2021 - Aug 2021 -4 months

  Egypt , Alexandria

  • Job Details:• Delivering analytical and feasible proposals to the client on how we can improve the process, in a way we can bypass the other competitors. • Successfully navigated complex customer inquiries by drawing on comprehensive knowledge of the company’s business model, leading to a 10% increase in first contact resolution rate. • Having a weekly business review with the client and daily calls if needed to assess the needs and performance. • Creating effective & feasible action plans to the client in which presenting the main issues we are facing and a plan on a business basis, that may improve the process and business as an overall. • Leading the improvement process for the quarterly KPIs and present the trends to the client and where we stand. • Leading the Arabic & French delegates, conducting weekly meetings to evaluate their teams’ NPS, behavior and coaching plans. • Making sure with the RTM that our Occupancy vs our Capacity is not bypassing 87% by checking the forecast-ed numbers and number of associates needed for each period. • Ongoing motivation of the team to ensure a positive mindset and customer-focused attitude remains throughout. • Working on enhancing their managerial capabilities with each of their small teams, conducting different excel sessions, and the how to present, coach and own the required skills. • Demonstrated proactive and independent working style by successfully leading a team of 4 to meet all project deadlines without close guidance from senior management. • Successfully applied my structured approach to every task at hand, which resulted in an increase in productivity. • Created a training program for new hires that decreased on-boarding time by 50% and developed a new system for client data that increased efficiency by 30%. • Managed relationships with key stakeholders across the organization to ensure successful delivery of projects and business objectives.
• Operational Recruiter TaskFull Time

  Dec 2020 - Aug 2021 -8 months

  Egypt , Alexandria

  • Job Details:• Conduct initial phone screens to create shortlists of qualified candidates & Interview candidates in-person for a wide range of roles. • Maintain a database of potential candidates for future openings. • Evaluating the candidates’ Lingua level for French & English, as well as their communication skills. • Conducting final and operational interviews for the shortlisted candidates, and choosing the suitable and most qualified to the requested requirements.
• Team Manager’s delegate for both Arabic and French teams (July 2020 – August 2021)Full Time

  Jul 2020 - Aug 2021 -1 yr, 1 month

  Egypt , Alexandria

  • Job Details:• Assisting the team manager in the following responsibilities. • Working on the performance of the French team via finding the root causes to their scores droppage. • Analyzing their overall behavior during chats and then working on upgrading all the top defects found during the analysis. • Creating presentations and excel sheets showing all the samples for the main process points affecting our scores highly whether for the Arabic or French LOB and the business plan that we should be following moving forward. • Creating new tasks for each member in the AliExpress team depending on their skills to assist the business in different ways and work on their development plan.
• Trainer Lead Functional and Communication TrainerFull Time

  Mar 2020 - Aug 2021 -1 yr, 5 months

  Egypt , Alexandria

  • Job Details:• Providing face to face and sharing the required knowledge and communication skills for different seasonal campaigns, as well as online training sessions via different platforms due to COVID-19’s circumstances. • Certified Remote & On-Distance trainer in 2020. • Conducting communications skills’ sessions for different batches and groups to enhance their communication capabilities, and stressing out that it is a key factor in the BPO industry. • Getting a brief insight or training remotely from different countries, depending on the account, to launch new accounts and different campaigns. • Researching, developing and delivering on-going training and development within the department – new employee training, product-specific training, communication training. • Simplifying each material received to meet our own criteria and trainees’ needs, to create by the end of the day a full material, a clear knowledge base.
• Social Media Complaints SpecialistFull Time

  Oct 2019 - Jul 2020 -9 months

  Egypt , Alexandria

  • Job Details:• Responsible for the Social Media department in AliExpress for both the French, Arabic and English Line of Business. • Working on high-risk cases especially the ones with lawsuits or public posts online via handling the customers as per the process and in a delicate way to finish up the cases and regain their trust. • Sending to the client a full analysis weekly on the most cases in which we are affected, their category and the how to solve. • Delivering to the client weekly reports highlighting the main areas of improvement that we need to work on, the riskiest customers and cases dealt with online and action plans on how we can improve the handling of the high-risk cases.
• French Customer Service AssociateFull Time

  Mar 2019 - Oct 2019 -7 months

  Egypt , Alexandria

  • Job Details:• Handling customers’ requests and complaints.