Christina Anwar

Call center at NG CROSSING

• Egypt
• My current job since January 2015

NG CROSSING (Kout Food Group Outsourcing project)
• HR Specialist, tasks and responsibilities are represented as follows:
- Preparing or updating employment records related to hiring, transferring, promoting, and terminating,
- Explaining human resources policies, procedures, laws, and standards to new and existing employees,
- Ensuring new hire paperwork is completed and processed,
- Informing job applicants of job duties, responsibilities, benefits, schedules, working conditions, promotion opportunities, etc,
- Addressing any employment relations issues, such as work complaints and harassment allegations,
- Processing all personnel action forms and ensuring proper approval,
- Overseeing hiring process, which includes coordinating job posts, reviewing resumes, and performing reference checks.

• Call Center Team leader, my tasks and responsibilities are represented as follows:
- Provides daily direction and communication to employees,
- Provides continual evaluation of processes and procedures,
- Provides statistical and performance feedback and coaching on a regular basis to each team member,
- Writes and administers performance reviews for skill improvement,
- Ensures employees have appropriate training and other resources to perform their jobs,
- Responds to and resolves employee relations issues expressed by team members,
- Assists the manager with daily operation,
- Ensuring calls are handled efficiently and effectively.

• Call Center Technical Support, my tasks and responsibilities are represented as follows:
- Deliver service and support to end-users using and operating automated,
- Interact with customers to provide and process information in response to inquiries, concerns, and requests,
- Gather customers information and determine the issue by evaluating and analyzing the symptoms,
- Identify and escalate priority issues per Client specifications and Redirect problems to appropriate resource,
- Follow up and make scheduled call backs to customers where necessary.

• Call center agent, my tasks and responsibilities are represented as follows:
- Respond promptly to customer inquiries and handle and resolve customer complaints,
- Provide pricing and delivery information,
- Set up new customer accounts, manage customers' accounts and maintain customer databases,
- Record details of inquiries, comments, complaints and details of actions taken,
- Prepare and distribute customer activity reports,
- Follow up on customer interactions,