Sally Mohamed Ahmed Hassan

British Council

• IELTS AdvisorFull Time

  Jun 2015 - Present -10 yrs, 1 month

  Egypt , Cairo

  • Job Details:* All line managers must effectively manage their staff during the year, this includes: (1) agreeing SMART deliverables that are aligned with higher level plans for each individual with feedback providers (2) actively managing performance throughout the year, providing opportunities for regular dialogue supported by regular face-to-face meetings, at least quarterly (3) address any underperformance issues quickly and effectively (4) support relevant development of staff (5) ensure all documentation and formal review meetings are completed on time (6) all staff to have undertaken essential training and briefings including Equal opportunity and diversity *ELTS Advisor: 1- Adhering to the IELTS Centre shifts from 10:30 till 6:00, when we are short of CSAs. 2- Spreading the awareness regarding our policy/ terms & conditions to avoid any future complaints. 3- Being the point of contact between the customers’ who would like to take the exam under special conditions and the exams department. 4- Cooperating with the exams department to prepare the free session on the 28th of June. 9- Participating in IELTS related events like the Global Study UK event. *Reports: 1-Dashboard: - It shows the number of the actual bookings and the number of the provisional bookings to the each and every offered test. - It shows the percentage of bookings compared to the annual target. - I send it weekly to show the percentage and the number of the bookings and compare it to the previous week. 2- IELTS Centre Report: - It shows the number of the IELTS centre visitors, test registrations through the centre, the number of the successfully promoted services. - I send it monthly to show the percentage and the number of visitors/promoted services, compared to the previous month and to the same month last year. *Complaints (Task owner): 1- Maintaining a proper System of handling complaints efficiently. 2-Maintaining a well-organized documentation system of keeping Evidences for all complaints that has been solved which can be accessed easily through the G Drive. 3-Helping in developing a well-organized service by making sure that the Complaints handling team work on converting the complaints to be suggestions that will help improving the service and adding new ideas. 4- Adding new steps in handling the complaints Like: - Providing each complaint with a ticket number to be given to the candidates and help in locating all its details on the database. - Dividing the complaints into subcategories to help in classifying them and in creating the final report 5-Converting all the data to numbers to create final numerical report that helps other departments in detecting the mistakes that might need to be developed to reach the customer services excellency. 6- Making sure that he complaintes are solved within the Service level time. 7- Preparing the monthly report of the number of received complaints / the channel used / the action taken and the state of the customer. Line Management: 1- Observe the CSA's performance. 2- Meet them to inform about the points of weakness and how to improve them. 3- Approve their overtimes and leaves according to the shift requirements. 4- Prepare a development plan for them.
• Customer Services AssistantFull Time

  Oct 2011 - Jun 2015 -3 yrs, 8 months

  Egypt , Cairo

  • Job Details:o Providing a professional and efficient integrated customer services on the full range of British Council’s activities and services and to meet Customer Service Excellence standards. o Assisting with the delivery of an integrated service to corporate standards which meets the needs of internal and external customers to enable all departments to meet their agreed targets. o Registering customers and to collect income received and transfer it accurately. o Using relevant systems (e.g. SAP) to maintain records on the system & complete daily reconciliations. o Assisting with the day to day back office administration of the Teaching Centre and Exams departments as needed, co-ordinated by the Customer Services Manager and Officer. o Working according to the standards to make sure that the call centre is served with a service level not less than 90%.