Basic Info

Nahla Ali

3 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Operation Team Leader at VFS Tasheel

Experience Details

Operation Team Leader

Customer Service/Support

Experienced (Non-Manager)

• To have up to date information on visa regulations and fees.
• Customer satisfaction: Handle queries and escalations, ensuring accurate information is given to the customer about the services, fees and process.
• Adherence to SOP’s (Attendance, punctuality, Discipline, Uniform adherence, Follows policies, Shows integrity) for self and team.
• Support effective implementation of change in process when identified.
• Maintaining and updating all reports \ logs accurate.
• To follow fundamental checks during processing.
• Ensuring all administration & logistics of passport delivery to consulate / applicant /Logistics Company etc.
• Handling of cash & bank related transactions if assigned.
• Ensure any mistakes identified in the application submitted, is rectified before the passport is sent to the consulate.
• Managing team especially new members and make a beneficial training to all team member.
• Set with all team members every single month to discuss the KPI’s and performance on otherwise the final year performance discussion (Appraisal).
• Handling customer/applicant queries personally or via email, telephone
(Working on Applicant Query for all Egypt branches).
• Accuracy of audit reports : Passport reconciliation report and Enjaz Report
(Working on reconciliation, correction and monthly analysis for all transactions to all Egypt branches).



Company Details

VFS Tasheel (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

www.vfstasheel.com

Feb 2014 to present (3 years 8 months)
Operation Supervisor at VFS Tasheel International

Experience Details

Operation Supervisor

Customer Service/Support

Manager

• Overall responsibility of the team that will be handling pertaining to operations.
• Assign the duties and manage roster for the team.
• Processing of applications and meeting with SLA’s.
• Security related issues to be reported as per company policy.
• Training and implementation of new processes.
• Coordination with Accounts Department.
• Ensuring compliance to prescribed systems as per the defined SLAs.
• Handling Reconciliation process for all Egypt branches by cooperating with VACS managers and finance team as well E-wallet support team.
• Daily Internal Auditing for Opsys & Enjaz entries for all Egypt VSCS.
• Weekly Analysis for reconciliation tasks for senior management.
• Handling Mailbox statistics, Feedbacks and analysis for all Egypt branches.
• In charge of Info fort Account for all Egypt branches.
• Maintaining records of compliance activities and highlighting areas of potential gaps to senior management along with suggestions to avoid such gaps.
• Planning, developing and implementing public relations strategies to improve public perception of company.
• Manage the company reputation with mission and clients.
• Coordinate all public relations activities.
• Monitor, analyze and communicate PR results on a monthly basis to our GM.
• Build relationships with thought leaders to strengthen bond between mission and the company.
• Maintain a keen understanding of mission work trends affecting our customers and make appropriate recommendations regarding communication strategy surrounding them.
• Managing mission work for Suez VSC.
• Managing mission work for Port Said VSC as well.
• Operational compliance and relationship management with the mission.
• Cooperating with mission team to smooth the work flow.
• Weekly meeting with Vice Consul to discuss work progress and obstacles and provide a guidance on how to avoid obstacles and initiating work arounds for future reference.
• Managing all required mission exceptions by communicating with different departments inside mission.
• Creating a unique brand for our company to mission.


Company Details

VFS Tasheel International (multinational)

Egypt

More than 1000 employees

Consumer Services

www.vfstasheel.com

Jul 2017 to present (3 months)

Education

BSc in Accounting

Education Details

BSc

Accounting

faculty of commerce English section Suez canal university, Egypt

Not specified

N/A

N/A

faculty of commerce English section Suez canal university
2007 - 2011
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Amoun Private School

Egypt

2006

A / Excellent / 85 -100%

N/A

Amoun Private School
2006

Training and Courses

Training/Course Details

Executive management Diploma

Dec 2017

American University in Egypt

N/A

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

Jobseeker photo

Profile Skills and Keywords

AccountingArabicConsumer ServicesCustomer ServiceDetails-orientedEnglishExecutive Management DiplomaHanging Out With My FriendsInternetKey Performance Indicators And AppraisalLeaderLeading TeamListening To MusicManagementMicrosoft ExcelMicrosoft OfficeMicrosoft WordOperation SupervisorOperation Team LeaderProblem SolverReadingSalesSearching The Internet For EverythingSupportSupportiveTeam PlayerTravelingVFS TasheelVFS Tasheel International

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Advanced

: Fluent

: Intermediate

Tools and Technologies

Customer Service

Customer Service

: Advanced

: High

:

1-3 years

Microsoft Word

Microsoft Word

: Intermediate

: Medium

:

1-3 years

Microsoft Excel

Microsoft Excel

: Intermediate

: High

:

1-3 years

Microsoft Office

Microsoft Office

: Intermediate

: High

:

1-3 years

Internet

Internet

: Intermediate

: High

:

3-5 years

Management

Management

: Intermediate

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Leading Team

Leading Team

: Advanced

: Extreme - I love it!

:

1-3 years

Customer Service

Customer Service

: Advanced

: High

:

1-3 years

Key Performance indicators and Appraisal

Key Performance indicators and Appraisal

: Advanced

: High

:

1-3 years

Sales

Sales

: Intermediate

: High

:

1-3 years

Key Skills

Leader, Problem Solver, Details-oriented, Team Player, Supportive

Online Presence

https://www.linkedin.com/home?trk=nav_responsive_tab_home

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