Programme Assistant
World Health Organization
Total years of experience :16 years, 7 Months
-Coordinate and execute various activities and processes related to the Laboratories & Containment activities supporting alignment with wider programme policies & guidelines. Such as routine accreditation visits, workshops, trainings
-Draft the informal translation & interpretation of the environmental surveillance & intertypic differentiation (ITD) Standard Operating Procedures (SOPs) & guidelines for utilization during related trainings & workshops.
-Coordinating with Member States focal points on the containment activities, data collection & providing training or support as needed on the newly developed Containment Database System.
- Coordinate and execute the unit’s intercountry meetings, trainings & workshops related to the Laboratories, Containment, Certification & supported in the IAG meetings
-Carry out the function of project coordinator; entering unit workplan, monitoring availability of funds & financial expenditures according to the approved workplan, initiating expenditure batches, liaising & coordinating with country offices on the implementation of the workplan related to the concerned programme
-Acting as Project coordinator for EMRO Stock Receive, analyze & report the annual supplies lists of the EPLN labs to identify the available requested items in EMRO/Dubai Hub Polio Stock & Handle the shipments
-Monitor, update & maintain the POL Dubai Hub Lab Supplies for HQ & EMRO stock sheet. follow-up on the distribution plan & working with concerned counterparts to ensure supplies successful delivery.
-Draft routine and non-routine correspondence on own initiative or on the basis of instructions; finalize correspondence/reports for signature; analyze incoming correspondence and requests, researching, obtaining and attaching background information where required, or redirecting them as appropriate, drawing the attention of the supervisor or other senior staff concerned; drawing The Coordinator of SLD attention to urgent items and deadlines. In addition to, filing electronically and physically.
-Arranging the SLD Coordinator’s duty travels, making sure that the duty travel plane and events calendar is updated, approved & all travel logistics are actioned inline with WHO policies and procedures.
-developed & maintaining the EMRO/POL stock sheet tracker to track the incoming/outgoing shipments
-Initiate and process different transactions in GSM, including procurement of goods & services
Objectives
Achieve sales target defined together with the Sales manager and ensure customer satisfaction / loyalty
Main Activities
1.Customer reception and test-drive
- Receipt customers according to the HQ sales operating guidelines
- Perform test-drive and collect customer’s feedbacks
- Manage directly relationship with the customers
2. Estimations and contracts
- Offer estimations on cars, options and services applying defined guidelines
- Write contracts, collect required documentations and manage car delivery procedures
- Offer and illustrate the whole world of services (e.g. financing, insurance, extended warranty, …) to support car purchasing
3. Pre-owned management
- Manage negotiation for pre-owned car sales
- Evaluate and actively propose car trade-ins whenever it is possible, correctly defining the PO vehicle transfer price
- Execute technical check (only car body) and involve technician in trade-ins evaluation
- Adopt a proactive sale approach
4. CRM
- Perform prospecting activities using available marketing tools
- Assure prospect form fulfillment, customer profile updating and share information with the HQ
- Manage customer database
- Manage customer communication plan (e.g. waiting list and after-sale)
- Execute periodical FU calls to monitor post-sale customer satisfaction
Reporting to:the Country Manager
Works with:Planning with Maintenance Engineer for Site Installations and Responding to clients Sites maintenance and Alarms
-Coordination with Installation & Maintenance Manager in having clients Site Access issues as for smoothing the Installation process
-Supporting Every Department in its administrative and financial related matters.
Responsibilities & Duties
Prepare or maintain employment records related to events such as hiring, termination, leaves, transfers, or promotions, using human resources management system software.
Interpret and explain human resources policies, procedures, laws, standards, or regulations.
Hire employees and process hiring-related paperwork.
Inform job applicants of details such as duties and responsibilities, compensation, benefits, schedules, working conditions, or promotion opportunities.
Schedule or conduct new employee orientations.
Maintain and update human resources documents, such as organizational charts, employee handbooks or directories, or performance evaluation forms.
Confer with management to develop or implement personnel policies or procedures.
Select qualified job applicants or refer them to managers, making hiring recommendations when appropriate
Developing constructive and cooperative working relationships with others, and maintaining them over time.
Sending monthly staff Payroll Sheet.
Performing day-to-day administrative tasks such as maintaining information files and processing administrative paperwork.
Coordination with company’s client in having site access’s for Survey, Installation and maintenance activities.
Providing assistance for Teams if they had access problems/obstacles at sites.
Performing all financial activates such as Cashbox settlements /Checks Withdrawals /Assisting with the Accounting firm at every month closure.
Providing monthly supplies /Consumables for office needs
1. Team Coaching &Development
§ Develop team members through monthly coaching, the provision of on target feedback, counseling &recognition.
§ Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs &Customer Operations Targets
§ Facilitate performance reviews using the “Performance Dialogue” Framework for team members
§ Ensure all team members adhere to Vodafone policies &procedures
§ Adopt and ensure team member adherence to Acts & Regulations, including, but not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act
2. Team Support
§ Organize and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers
§ Ensure efficient and effective dissemination&communication of information to team members
3. Customer Support
§ Ensure the delivery of the customer experience to customers in accordance with current Vodafone standards through monthly coaching sessions.
§ Be a point of escalation in the handling of customer queries and complaints to the point of resolution
§ Maintain an up to date personal and team knowledge of Vodafone products and services.
§ Be responsible for the real time activity and agent productivity within the Contact Center.
4. Leadership
§ Participate in the preparation and implementation of operational plans
§ Understand and interpret organizational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction.
5. KPIs/Measures
§ Adherence to coaching team members monthly on call quality § Team Adherence to Vodafone policies and procedures
§ Team knowledge of products, services and applications.
§ Quality of communication with internal and external customers § Deliver performance reviews and development plans
1. Team Coaching &Development
§ Develop team members through monthly coaching, the provision of on target feedback, counseling &recognition.
§ Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs &Customer Operations Targets
§ Facilitate performance reviews using the “Performance Dialogue” Framework for team members
§ Ensure all team members adhere to Vodafone policies &procedures
§ Adopt and ensure team member adherence to Acts & Regulations, including, but not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act
2. Team Support
§ Organize and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers
§ Ensure efficient and effective dissemination&communication of information to team members
3. Customer Support
§ Ensure the delivery of the customer experience to customers in accordance with current Vodafone standards through monthly coaching sessions.
§ Be a point of escalation in the handling of customer queries and complaints to the point of resolution
§ Maintain an up to date personal and team knowledge of Vodafone products and services.
§ Be responsible for the real time activity and agent productivity within the Contact Center.
4. Leadership
§ Participate in the preparation and implementation of operational plans
§ Understand and interpret organizational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction.
5. KPIs/Measures
§ Adherence to coaching team members monthly on call quality § Team Adherence to Vodafone policies and procedures
§ Team knowledge of products, services and applications.
§ Quality of communication with internal and external customers § Deliver performance reviews and development plans
Role Purpose:
Act as a front-line interface with customers of Vodafone companies worldwide. Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard.
Essence of Role/Key Accountabilities:
-Own and manage the client relationship: resolving calls efficiently and effectively.
- Ensure service level agreements are met and maintained.
- Work as part of a team to ensure offering world-class Customer Service at all times.
- Be proactive in regards to the improvement of processes and procedures.
- Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service.
- Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.
- Mentor and support new employees.
- Use the job tools (telephone and computer) effectively.
- Meeting service level in handling all transactions measured through productivity reports.
- Accuracy in handling all assigned tasks.
- Attendance and punctuality.
- Maintain professional work relationships with colleagues, supervisor and manager.
- Teamwork spirit.
- Flexibility.
Telemarketing offshore Dealing with (USA Businesses) Outsourcing to idearc media www.superpages.com " the American online yellow pages
Responsible for updating and selling the businesses listing on the online yellow pages super pages.com.
Oxygen Egypt is a Below the Line Advertising Agency
-Worked there as a coordinator between the Client, Graphic Designers, and Productions
-Make sure all the tasks meet the customer expectations and meet the dead line
-Make sure that the production team fulfilled the project with the best material available and relevant to the advertisement subject
After graduated from College i took a Diploma at the Private International Law, but dropped to start working
Been in Cairo International School since oi got back to Egypt from Primary school till high school.
