Manar Mohamed Mounir Salem

Customer Service Supervisor at Nile Projects and Trading Co.

• Egypt - Alexandria
• My current job since February 2017

Senior Customer service at Nile Projects and trading co.

• Egypt - Alexandria
• February 2015 to February 2017

• Answer phones and respond to customer requests;
• Actively drive, manage and provide direction on proper standards
and methodologies;
• Participate in application testing, development and standardize
technologies, tools and protocols;
• Communicate, document and train others on standards and best
practices;
• Listen to live recorded calls and rates customer service representatives
based on defined quality standards;
• Give customer service representatives daily & weekly
coaching/training sessions;
• Document notes and finding for training/coaching references

Customer Service Representative at Nile Projects and trading co.

• Egypt - Alexandria
• May 2012 to February 2015

• Answer phones and respond to customer requests;
• Actively drive, manage and provide direction on proper standards and methodologies;
• Participate in application testing, development and standardize technologies, tools and protocols;
• Communicate, document and train others on standards and best practices;
• Listen to live recorded calls and rates customer service representatives based on defined quality standards;
• Give customer service representatives daily & weekly coaching/training sessions;
• Document notes and finding for training/coaching references;

Assistant teacher at Riada Language

• Egypt - Alexandria
• July 2011 to May 2012

• Planning & delivering well structured lessons which engage & motivate students;
• Planning and organizing visits, field studies and special activities for the students;
• Planning, preparing and reviewing the school curriculum with other staff;
• Ensuring all Health & Safety policies are implemented and adhered to at all times;

Customer Service Agent at Sutherland for global services

• Egypt - Alexandria
• December 2010 to July 2011

• Answer phones and respond to customer requests;
• Sell product and place customer orders in computer system;
• Provide customers with product and service information;
• Up-sell products and services;
• Transfer customer calls to appropriate staff;
• Identify, research, and resolve customer issues using the computer system;
• Follow-up on customer inquires not immediately resolved;
• Complete call logs and reports;
• Research billing issues;

• Recommend process improvements;
• Other duties as assigned.