Basic Info

Karima Moawad

3 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Customer Service Executive at HSBC

Experience Details

Customer Service Executive

Banking, Customer Service/Support, Human Resources

Experienced (Non-Manager)

Responsibilities & Leadership
(2015 - 2017) Back Office Representative | Global Operations, HSBC Operations, Services and Technology (HOST)
• Ensure that fraud/errors/irregular transactions (if any) are identified and escalated.
• Ensure that each work is completed in accordance with established procedures and standards.
• Acquire and update knowledge on procedures related to relevant process.
• Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
• Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.
• Ensure that the productivity, quality levels are achieved as per the standards sent for the process.
• Demonstrate ways to improve customer service, increase productivity.
• Assist line manager/supervisor with managing day-to-day operations and support colleagues on process if needed.
• Participate in team meeting / team activities and work towards sustaining team spirit.
• Support achievement of team objectives.
• Proactively identify issues, if any, and escalate.
• Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
• Observed all laws, regulations and other applicable obligations.
• Anticipated and prepared required materials for meetings, training, and developed monthly reports.


Company Details

HSBC (multinational)

Cairo, Egypt

More than 1000 employees

Banking

N/A

May 2015 to present (2 years 5 months)
Customer Service Representative for UK at Sykes Enterprises

Experience Details

Customer Service Representative for UK

Customer Service/Support, Quality, IT/Software Development

Entry Level

Responsibilities & Leadership
• Answered an average of 40 calls per day by addressing customer inquiries, solving problems and providing new product information.
• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
• Identified and solved technical issues with a variety of diagnostic tools.
• Evaluated and responded to incoming sales leads and requests for technical support assistance.
• Remained up-to-date on the latest technologies and solutions applicable to company products.
• Reviewed technical documentation and procedures.
• Resolved customer issues in a clear, courteous and straightforward manner.
• Demonstrated professionalism and courtesy with customers at all times.
• Created cases and claims for damaged, lost or displaced packages.
• Resolved problems with malfunctioning products.
• Followed up with clients to ensure optimal customer satisfaction.
• Researched, troubleshot and resolved complex problems independently.
• Led internal product training for SONY Products.
• Retained existing clients and developed new business by extending high quality and efficient service.
• Worked closely with team members to meet or exceed all customer service requirements.
• Maintained and updated customer service database.
• Managed customers' expectations and experience to a high degree of customer satisfaction.


Company Details

Sykes Enterprises (multinational)

Cairo, Egypt

101-500 employees

Consumer Services , Entertainment , Electronics and Semiconductors

http://www.sykes.com/

Aug 2013 to Aug 2014 (1 year)
External Auditor (intern) at Dr. Abd El Aziz Hegazy Howarth & Co

Experience Details

External Auditor (intern)

Accounting/Finance

Student

- Checking that financial reports and records are accurate and reliable.
- Ensuring that assets are safeguarded.
- Preparing reports, commentaries and financial statements.
- Ensuring procedures, policies, legislation and regulations are correctly followed and complied with.
- Undertaking reviews of wages.
- Participation in preparing the balance sheets and income statements and other financial statements according to the Egyptian accounting and auditing principles and standards for many companies multinational organizations.


Company Details

Dr. Abd El Aziz Hegazy Howarth & Co

Cairo, Egypt

11-50 employees

Accounting and Auditing Services

http://www.dramhegazy.com/

Jul 2011 to Sep 2012 (1 year 2 months)

Achievements


(2015 - 2017) Back Office Representative | Global Operations, HSBC Operations, Services and Technology (HOST)
(2016) Assigned to support Talent Acquisition & On-boarding | Human Resources | Recruitment Team
(Feb 2017) Supported Account Servicing | Global Operations, HSBC Operations, Services and Technology (HOST)
(2016 - 2017) Supported Retail Currency Services | Supplied Services UK, Global Operations, HSBC Operations, Services & Technology
(May 2017) Supported Global Publishing Services | HSBC Operations | Web Production Officer


Acting as mentor for three months for the following batches
Achieved 90% KPIS in the last three months & average of 90% quality over the last six months.
Supported Sony Entertainment Network E-mail Team for PlayStation users.



I Made two final graduation projects,: -Website written in HTML Format -And a case study for banking industry turnover in the past 5 years.

Education

Bachelor's Degree in International Business Administration

Education Details

Bachelor's Degree

International Business Administration

Sadat Academy for Management Sciences, Egypt

C / Good / 65 - 75%

N/A

N/A

Sadat Academy for Management Sciences
2009 - 2013
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Sainte Anne

Egypt

2009

B / Very Good / 75 - 85%

N/A

Sainte Anne
2009

Training and Courses

Training/Course Details

Web Design CC

Nov 2014

YAT

YAT Professional Diploma in Web Design CC -HTML 5 & CSS Essentials -Photoshop CC for Web -Dreamweaver CC Core -Edge Animate CC Core -SWiSHmax -Audition CC Basics

Training/Course Details

Graphics Design CC

Dec 2014

YAT

YAT Professional Diploma in Graphics Design CC -Art Work & Design -Photoshop CC Core -Illustrator CC Core -InDesign CC Core

Training/Course Details

After Effects CC

Jan 2015

YAT

-Design motion graphics -Create animations

This profile is fresh!
Last update 13 days ago.

Jobseeker photo

Profile Skills and Keywords

AccountingAccounting And Auditing ServicesAdobe After EffectsAdobe DreamweaverAdobe IllustratorAdobe IndesignAdobe PhotoshopAfter Effects CCArtAuditing / AccountingBankingCSS3Consumer ServicesCreativeCustomer ServiceCustomer Service ExecutiveCustomer Service Representative For UKCustomer-orientedCyclingDivingElectronics And SemiconductorsEnglishEntertainmentExternal AuditorFinanceFrenchGraphics DesignGraphics Design CCHR RecruiterHSBCHTMLHard WorkerHuman ResourcesITInsuranceInternational Business AdministrationJQueryJavaScriptMicrosoft OfficePersistentPresenterQuality AssuranceQuality ControlReadingSoftware DevelopmentSupportSwimmingSykes EnterprisesWeb DesignWeb Design CCWeb Developer

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

HTML

HTML

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

5-7 years

Adobe Photoshop

Adobe Photoshop

: Advanced

: Extreme - I love it!

:

Less than 1 year

Adobe Illustrator

Adobe Illustrator

: Advanced

: Extreme - I love it!

:

Less than 1 year

Adobe Indesign

Adobe Indesign

: Advanced

: Extreme - I love it!

:

Less than 1 year

Adobe Dreamweaver

Adobe Dreamweaver

: Advanced

: Extreme - I love it!

:

Less than 1 year

Adobe After Effects

Adobe After Effects

: Advanced

: Extreme - I love it!

:

Less than 1 year

CSS3

CSS3

: Advanced

: Extreme - I love it!

:

Less than 1 year

jQuery

jQuery

: Intermediate

: Extreme - I love it!

:

Less than 1 year

javaScript

javaScript

: Beginner

: Extreme - I love it!

:

Less than 1 year

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

3-5 years

Graphics Design

Graphics Design

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Web Developer

Web Developer

: Intermediate

: Extreme - I love it!

:

Less than 1 year

HR Recruiter

HR Recruiter

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Web Design

Web Design

: Beginner

: Extreme - I love it!

:

Less than 1 year

Auditing / Accounting

Auditing / Accounting

: Beginner

: Extreme - I love it!

:

Less than 1 year

Key Skills

Hard worker, Presenter, Customer-oriented, Creative, Persistent

Online Presence

https://www.linkedin.com/in/karima-mohsen-02b988147/

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