Assistant Operations manager
M2 Developments
Total years of experience :16 years, 6 Months
1. Contracting & Customer service process:
- Receive new reservations/Cancellation/re-issue or Concessions emails from sales department.
- Follow-up with Sales Person for setting an appointment with Clients for contracts.
- Update Client’s appointment sheet.
2. Contract preparation process:
- Revise reservation terms before contract preparation.
- Prepare terms of payment accordingly, and acquire required approvals in case of any deviation.
- Follow up with Clients to proceed with contracting within grace period.
- Acquire all Clients missing documents (papers, checks, .etc.).
- Finalize contract, review with Direct Manager for signatures & Stamps upon receiving all the documents needed.
- Follow up Clients’ problem files till resolved.
- Act as a key channel between contracted Clients & different company’s departments to solve any arising problems.
- In case of Cancellation/re-issue or Concessions, review customer total paid amounts status, & prepare all related papers and approvals to complete the process.
- Update Clients’ data accordingly.
3. Delinquent clients:
- Follow up with grace period delinquent clients, suggest different solutions in order to keep the deal.
- Follow up with delinquent clients, in case of escalation, refer to legal & finance department.
4. Units Delivery:
- Responsible for the preparation of delivery form to Clients after acquiring all required approvals.
- In case of delay delivery from the company’s side, responsible for managing the communications with clients & keep client updated accordingly.
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5. System integration
- Follow up on system design & implementation.
6. Reports& Documentation:
- Prepare a Sales update report.
- Prepare contracts report.
- Prepare a client status report.
- Prepare the clients’ delivery report.
- Prepare finishing units report.
- Maintain the department’s documentation &filing system.
- Communicate the daily reports to the CEO & top management
7. Internal communication:
- Assure high level of communication & harmony with all company departments.
- Communicate internally with :
Top management.
Sales department.
Finance department.
Engineering department.
- Responsible for training team staff to deliver a high standard of customer satisfaction.
- Lead the team in creating a hospitable environment for customers and follow problems through to resolution.
8. Responsible for allocating the daily tasks throw the subordinate based on their different skills.
9. Responsible for reviewing all daily Reports, contract and related papers done by operation team, develop and implement analytical data extraction tools to be easily used.
10. Communicating courteously with customers by telephone, email, letter and face-to-face.
11. Responsible for minimizing loss through collection procedures that reduce the amount of delinquency Installments.
• An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
• Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
• Responded to customer inquiries, complaints and comments on a daily basis, and determined corrective action for high volume days
• Reviewed and verified transactions to ensure proper processing according to established quality standard
• Opened/closed accounts including Checking, Savings, Money Market, Certificates of Deposit; ordered bank supplies, ATM/debit cards; processed wire transfers, ACHs, Cashier's Checks, stop payments, loan payments and loan applications. Provided navigational assistance with online and mobile banking.
• As Subject Matter Expert, assisted new hires transition into their new role with the bank and helped them meet and/or exceed performance goals.
• Described promotional offers and used persuasive sales techniques to up sell services and/or convince clients to apply for additional banking services.
• Handle customer accounts and resolve complaints; evaluate customer needs and recommend the most appropriate products and service.
• Extensive organization to facilitate many job duties with tight deadlines.
• Maintain high volume of quality work, while insuring highest confidentiality.
• Communicate effectively with customers, managers, and co-workers through a variety of channels including email, phone, traditional mail, and through the use of various office machines.
• Daily use of Microsoft Office: Word, Excel, PowerPoint, and Outlook
• Provide outstanding assistance to customers with all their banking transactions and services.
• Quickly and effectively solved customer challenge.
- Processing customer deposits, withdrawals, and payments.
- Accepting cash from customers.
- Supporting the bank sales team by identifying customer needs and then promoting current offers to them.
- Referring customers with financial problems to other colleagues for assistance.
- Performing clerical and administrative duties.
- Following bank procedures when performing transactions.
- Handling Atms.
-Being the replacement of the Cash Manager.
- Controlling and monitoring the levels of cash in the teller drawer and following all check cashing and cash handling procedures.
- Dealing tactfully and efficiently with demanding customers.
- Adhering to all bank security, audit, and compliance requirements.
- Cross selling bank services.
- Reporting any suspicious customer activity to bank managers.
- Addressing customers by name with a smile and direct eye contact.
- Accurately receiving, counting and distributing cash.
- Selling financial services.
- Assisting with bank branch audits.
- Writing reports and correspondence on matters related to customer accounts.
- Making small talk with customers whilst they are being served.
September/2007 to present Customer service representative at Mobinil
www.Mobinil.com
I worked at mobinil call center as I was responsible of handling the customers & offering the services of the
Company as well as telemarketing.
Social responsibilities: * Off campus trip coordinator for the Future club at Ain Shams University, faculty of commerce, English section.
* Member of the public relations committee in the Model of stock exchange, faculty of commerce, Ain Shams University.
- Processing customer deposits, withdrawals, and payments.
- Accepting cash from customers.
- Supporting the bank sales team by identifying customer needs and then promoting current offers to them.
- Referring customers with financial problems to other colleagues for assistance.
- Performing clerical and administrative duties.
- Following bank procedures when performing transactions.
- Handling Atms.
- Controlling and monitoring the levels of cash in the teller drawer and following all check cashing and cash handling procedures.
- Dealing tactfully and efficiently with demanding customers.
- Adhering to all bank security, audit, and compliance requirements.
- Cross selling bank services.
- Reporting any suspicious customer activity to bank managers.
- Addressing customers by name with a smile and direct eye contact.
- Accurately receiving, counting and distributing cash.
- Selling financial services.
- Assisting with bank branch audits.
- Writing reports and correspondence on matters related to customer accounts.
- Making small talk with customers whilst they are being served.
Faculty of commerce (English Section) Ain Shams University Major: Accounting Alum: '07 Grade: Good