Fatma Al Harthy

Irrelevant work experience beside daily work:
May 2012 till date
•Assesses training needs.
•Write procedure manuals and present information using a variety of techniques.
•How to develop the agent in being good in several main points in call center which are listening, speaking, persuasion, time management and negotiation.
•Conduct small quizzes.
•Teach agents on how to use the banking systems.

1. Answer calls professionally.
2. Respond to customer inquiries
3. Research required information using available resources
4. Handle and resolve customer complaints
5. Provide customers with product and service information
6. Enter customer information
7. Process orders, forms and applications
8. Identify and escalate priority issues
9. Route calls to appropriate resource
10. Follow up customer calls where necessary
11. Obtain possible customer leads
12. Describe products and services and registering them in phone banking service