Amira Saad

Responding to customer queries in timely accurate
way by email
 Managed approximately 40 - 70 incoming emails
per day from customers
 Communicating with customers through various
channels
 Identify customer needs / help customers use
specific features
 Follow up with customers to ensure their issues are
resolved
 Share feature requests / effective workarounds
with team members
 Providing feedback on efficiency of customer
service process
 Measured effectiveness of customer success by
defining operational metrics, tracking systems /
reporting to executive team
 Assist in training junior Customer Support
Representatives
 Winner of Two Shinning Stars in two consecutive
quarters
 Supporting new batches to ensure full
competency.

Document scrutiny and collection of applications
for visa processing
 Handle cash and bank related transactions
assigned and ensure 100% accuracy
 Record and maintain all application data
 Ensure accurate and timely data entry into system
with zero errors
 Ensure all administration and logistics of passport
delivery to consulate/ applicant / logistic
company etc
 Maintain compliance to standard operating
procedures, manuals without deviation in process
 Ensure that entire process is completed within
mandated turnaround time
 Ensure judicious use of natural resources
 Handled administrative requirements smoothly and
efficiently
 Including maintaining records and submitting
reports.

Act as front-line interface with customers of
Vodafone UK Customers
 Managed approximately 40 incoming calls per
day
 Role involves responding to customers over phone
and resolving their inquiries
 Main purpose is to facilitate and provide
Vodafone global customer service standard
 Own & manage client relationship: resolving calls
efficiently and effectively
 Ensure service level agreements are met and
maintained
Work as part of team to ensure offering world-class
Customer Service at all times
 Communicate positively with all involved parties in
order to facilitate customer's reception of
expected distinguished service
 Create and promote environment that fosters both
individual & team advancement to ensure
outstanding delivery of customer service
 Mentor and support new employees
 Use job tools (telephone and computer) effectively
 Meeting service level in handling all transactions
measured through productivity reports
 Accuracy in handling all assigned tasks
 Maintain professional work relationships with
colleagues, supervisor and manager

Open and maintain customer accounts by
recording account information
 Managed approximately 30 incoming calls per
day from customers
 Resolve product and service problems by clarifying
customer's complaint, determining cause of
problem, selecting and explaining best solution to
solve problem, expediting correction or
adjustment and following up to ensure resolution
 Maintain financial accounts by processing
customer adjustments
 Recommend potential products or services to
management by collecting customer information
and analyzing customer needs
 Prepare product or service reports by collecting
and analyzing customer information
 Contribute to team effort by accomplishing
related results as needed
 Manage large amounts of incoming calls
 Generate sales leads

Identify and assess customers' needs to achieve
satisfaction
 Build sustainable relationships of trust through open
and interactive communication
 Provide accurate, valid and complete information
by using right methods/tools
 Meet personal/team sales targets and call
handling quotas
 Handle complaints, provide appropriate solutions
and alternatives within time limits and follow up to
ensure resolution
 Keep records of customer interactions, process
customer accounts and file documents
 Follow communication procedures, guidelines and
policies
 Go extra mile to engage customers
 Resolve customer complaints via phone, email,
mail or social media
 Use telephones to reach out to customers and
verify account information
 Greet customers warmly and ascertain problem or
reason for calling
 Cancel or upgrade accounts
 Assist with placement of orders, refunds, or
exchanges
 Advise on company information
 Take payment information and other pertinent
information such as addresses and phone numbers
 Make and cancel subscriptions
 Suggest solutions when a product malfunctions
 Handle product recalls
 Attempt to persuade customer to reconsider
cancellation
 Inform customer of deals and promotions
 Sell products and services
 Utilize computer technology to handle high call
volumes
 Work with customer service manager to ensure
proper customer service is being delivered
 Close out or open call records

Compile reports on overall customer satisfaction
 Read from scripts
 Handle changes in policies or renewals
 Reviewed account and service histories to identify
trends and issues