nissreen Barakat

• Leading the Customer Relations function.
• Establishing effective customer service & support plan.
• Ensure that customer requirements are determined & are met with the aim of enhancing customer satisfaction.
• Provide training in key areas required to deliver exceptional customer service.
• Manage project development from beginning to end.
• lead the planning and implementation of project
• define project tasks and resource requirements
• develop full scale project plans
• assemble and coordinate project staff
• manage project resource allocation
• plan and schedule project timelines
• track project deliverables using appropriate tools
• provide direction and support to project team
• constantly monitor and report on progress of the project to all stakeholders
• present reports defining project progress, problems and solutions
• implement and manage project changes and interventions to achieve project outputs
• project evaluations and assessment of results
• Develop QA plans and other required process control procedures to insure processes, work in progress and finished goods/services meet the specified quality and HS&E standards.
• Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
• Complete risk assessments for all related activities.
• Conduct QA compliance audits of products/service and processes.
• Observe safety regulations, encourage safe working practices & provide safety induction to all staff.
• Create and Maintain staff awareness on Quality, Health Safety & Environmental requirements needed to be followed while performing their jobs.
• Monitor procedures to assure compliance.
• Review product/service and process non-conformance and recommend remedial actions including but not limited to modifications of processes, products/service or QA standards where warranted.

•Participation in the formulation of the performance indicators for the FHF (Family Health Fund) and health facilities staff .The FHF is a new insurance body aimed to extend the umbrella of insurance to all Egyptians.
•Monitoring and coordinating the flow of work among the FHF(Family Health Fund) in the pilot Governorates of the project to insure accordance with the project standards.
•Providing required consultaion for the Decision Makers.
•Cost Analysis for the Health Care facilities in the pilot Governorates.
•Preparing the Business plans for the FHF.
•Preparing the budget for many activities of the team and revising the Budgets of the peripheral FHF.
•Participated in Conducting several studies in a wide range of health policy areas and operational researches.
•Participated in organizing several workshops and ongoing training for building capacities of the FHF personnel, at the peripheral (Governorates) offices.

•Supervises personnel which typically include recommendations for hiring, firing, performance evaluation, training, work allocation, and problem resolution.
•Manages daily administrative operations of a department including establishing work priorities; assists in resolving problems related to the day-to-day operations of the company.
•Reviews, reconciles, and evaluates monthly ledgers, budgets, and financial reporting system reports for unit accounts; assists with fiscal planning, development, and management of annual budgets.
•Oversees, coordinates, maintains, and/or processes payroll time sheets, sick and annual leave documents, travel reimbursements, purchasing documents.
•Assists with the development and implementation of reporting procedures; oversees maintenance of department records and/or inventories.

•Interfere with the call center clients concerning the daily operation management.
•Defines and plans the achievement of corporate goals and objectives across the call center functions.
•Develops guidelines and standard operating procedures. Monitors call center performance to assess, balance, and manage the return on investment and customer satisfaction.
•Directs and prepares studies to determine operational effectiveness and revises programs to increase quality, productivity, and customer satisfaction.
•Responsible for the creation and maintenance of employee training manuals, Hiring and training call center representatives.
•Conduct silent monitoring sessions for all agents periodically to determine the performance & Quality level of the group.
•Monitor calls and provide feedback or corrective action to agents.
•Using objective criteria in evaluation forms and monitoring techniques.
•Develop the required reports to show the quality & performance of the agents.
•Identify strength and gaps in the employee selection process.
•Handling hard calls that can't be resolved by the customer service representative.
•Manage attendance and schedules for employees and work with the Project manager on budget and strategy issues.
•Assist in hiring and coaching as well as taking corrective actions in all matters related to customer service representative in coordination with the Customer Service Manager, Quality Assurance, Training Manager and Training support