هند إبراهيم

• Initial investigation & Feedback of customer complaints
• Provide Analysis and recommendation
• Maintain and update customer complaint database on daily basis and Produce customer complaints summary report with 1st week of every month
• Encourage the team to suggest improvements to existing processes and procedures, to identify potential solutions and make formal recommendation for change, implementing these effectively.
• Ensure L1 and L2 is done, collated, monitored and analyzed as required to ensure that data is tracked effectively and that management reports can be produced as required.

Develop and maintain company’s existing and new clients’ database.
Sell company’s products and services to achieve set of goals or quota.
Ensure client satisfaction and establishes long-term relationship with clients.
Initiate communications with decision makers and superiors to assess their needs to sell the company’s products and services.
Develop new business opportunities.

• Maintain existing accounts and ensure those accounts deliver maximum profit to Qtel products and services to meet the needs of the Business.
• Deliver against the set sales and margin targets as determined by Qtel on an annual basis.
• Build and maintain relationships with customers.
• Provide reports on a weekly and monthly basis on progress Sales and account management’s progress.

• Manage 4 Business centers including and a team of 14 customer service representatives. Role includes:

 Train new Staff and provide continuous training and support to existing staff.
 Handling tough and critical customers’ issues.
 Processing urgent customers’ requests.
 Preparing weekly and monthly reports: staff performance, Sales, and visitors.
 Handling and reporting QBS centers orders: devices, SIM cards stock and logistics.

I've handled various roles in customer service :
 Handle Business inquiries and follow up applications processing.
 Provide first line technical support (Blackberry, Internet, mobile)
 Communicate with other Q-Tel sections including account managers in order to fulfill customers’ requirements.

To monitor calls, report findings and make recommendations for improvement, by analyzing report data in order to identify problem areas which need to be addressed and by constantly seeking to ensure the highest standards of quality are achieved throughout the Call Centre environment.

To arrange installation appointments for Q-tel wire line services
Analysis data & provide weekly & monthly reports