Customer Service Executive
Tanfeeth
Total years of experience :16 years, 3 Months
• Providing advice, information and assistance to callers based on UAE Central Bank laws. • Delivering account services to clients and raise a lead to the sales team regarding any request for new products or upgrading.
• Producing extraordinary results measured by customer satisfaction, efficiency, call quality and established metrics.
• Filing complaints and following up the complaints status for the callers.
• Attempting to solve all enquiries on first contact with the caller.
• Keeping an accurate record of all calls information and sending daily report details.
• Arranging call backs for the customers.
• Carried out administrative support for planned inspections, assessments, and audits of facilities located in Cairo and
the Western Desert in Egypt. Worked cross-functionally with departmental heads.
• Worked closely with the HSE Manager to investigate any incidents, including inspections, reports and audits.
• Reported and followed-up all incidents from Apache’s Joint ventures to Corporate HQ in Houston through the
INSITE database system; I was the only person in Egypt to have access to INSITE. Around 50 incidents per week
were recorded and followed-up including full details, updates and actions / lessons learned.
• Scheduled / coordinated meetings, conferences, training, travel etc, and supported the Finance Department. Also
carried out planning and administrative support for various Egyptian corporate programs including AIM for ZERO
and A-Game.
• Certified Train-the-Trainer for the Incident Command System (ICS) 100 & 200. Delivered training on ICS across the
company for all managers.
• Regularly reviewed and updated the Emergency Response Plan (ERP); over 160 copies were distributed annually to
expats and managers across Egypt and Headquarters in Houston.
• Coordinated the Defensive Driving Program for expatriate and national personnel, 60 employees in total.
• Tracked the company’s vehicle fleet through a GPS program and prepared reports regarding any violations for the
HSE Manager including deviation from HQ target. Applied fines / sanctions as required.
• Played a key role in the HSE training process; developed content, planned classes, booked rooms, sent invitations,
ensured employees attended, delivered content and prepared certificates. Classes delivered quarterly to around 500
employees.
• Led Fire Extinguishers Project covering offices, warehouses, garages, vehicles and expatriate housing. Replaced all
old fire extinguishers - this included counting / checking old extinguishers, purchasing new extinguishers at a
competitive price and allocating new ones in the right places according to safety policies. Also organizes monthly
inspections & maintenance. Around 600 fire extinguishers in total.
• Inspected the eight sites on a regular basis to review old / outdated equipment including firefighting systems. Also
tasked with “stop work authority” if any employees breached safety procedures.
Medmark is an insurance brokerage in Egypt, offering a full range of personal and general insurance solutions to
consumers, companies and organizations
• Provided administrative and communication support to the Membership Team with 20 employees; improved
productivity and relationships with clients and other departments.
• Monitored workflow through maintenance of records of internal correspondence, activity logs and completed work.
• Organized and cleaned membership data for individual consumers (B2C) and corporate / organisations (B2B) -
ensured addresses and contact details were correct.
• Ensured all new applications were accurate and contained all required information.
• Prepared departmental reports including renewals, new clients etc.
• Trained new recruits on three products (Bupa, Horizon and Vanbreda).
• Drove membership renewals through superior
DSE was a major digital payments company operating across the Middle East
• Reviewed / calculated incentives and commission for corporate sales segments.
• Prepared detailed weekly and monthly sales reports.
• Coordinated marketing activities and followed-up their implementation with suppliers.
• Involved in distribution of ART TV guides, marketing collateral and free gifts.
• Sold smart cards, upgrades and renewals.
Part of Retention Team; Carried out dissatisfaction investigations and proposed solutions to retain clients.
• Prepared surveys and analyzed statistics on renewals and rejections.
• Achieved highest sales for three continuous months.
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