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Nourhane Elshafeay, Shift Leader Call Center

Nourhane Elshafeay

Shift Leader Call Center·Al Ahli bank of Kuwait - Egypt

Egypt

Bachelor's degree, Faculty of arts - Mass Communication

Work experience

Total years of experience: 14 years, 8 months

Shift Leader Call Center

March 2019 - Present

Al Ahli bank of Kuwait - Egypt

Egypt

March 2019 - Present

Company industry:
Banking
Job role:
Customer Service and Call Center

Call Center Supervisor

August 2019 - Present

Blom Bank - Egypt

Cairo, Egypt

August 2019 - Present

Company industry:
Banking
Job role:
Banking

Senior Agent Call Center

August 2016 - March 2019

Al Ahli Bank of Kuwait - Egypt

Cairo, Egypt

August 2016 - March 2019

Company industry:
Banking
Job role:
Customer Service and Call Center

Call Center Agent

August 2016 - April 2018

Al Ahli bank of Kuwait - Egypt

Egypt

August 2016 - April 2018

Company industry:
Banking
Job role:
Customer Service and Call Center

CEO Personal Assistant

May 2014 - August 2016

Damas For Catering and Supplies

Cairo, Egypt

May 2014 - August 2016

• Devising and maintaining office systems, including data management and filing;
• Arranging travel, visas and accommodation and, occasionally, travelling with the manager to take notes or dictation at meetings or to provide general assistance during presentations;
• Screening phone calls, enquiries and requests, and handling them when appropriate;
• Meeting and greeting visitors at all levels of seniority;
• Organizing and maintaining diaries and making appointments;
• dealing with incoming email, faxes and post, often corresponding on behalf of the manager;
• Carrying out background research and presenting findings;
• Producing documents, briefing papers, reports and presentations;
• Organizing and attending meetings and ensuring the manager is well prepared for meetings;
• Liaising with clients, suppliers and other staff.

Company industry:
Catering, Food Service, & Restaurant
Job role:
Administration

Team Coordinator and Sales Manager Assistant

June 2012 - May 2014

Etisalat Misr- ESS SME

Cairo, Egypt

June 2012 - May 2014

• Meeting with senior managers to review organizational performance.
• Keeping and maintaining personnel records.
• Dealing with complex queries and complaints on the telephone, by email and in person.
• Establishing and maintaining administrative, financial and office systems.
• Liaising with the landlord with regards to management and maintenance of Involve office premises.
• Reviewing and updating office policies and insurance.
• Oversight of IT systems and liaising with outsourced IT staff.
• Organizing and coordinating high profile events, seminars and meetings.
• Corresponding with the Board Members and arrange the quarterly board meetings.
• Receiving and coding invoices for payment and creating accounts for new suppliers.
• Relevant duties as agreed with line manager to enhance the coordination of the Involve team.
• Responsible for collect all reports from the team.
• Send weekly reports to Managers with each feedback.

Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Marketing Executive

April 2012 - June 2012

soul digital solutions

Cairo, Egypt

April 2012 - June 2012

* Work with the in-house designer to produce materials of visual impact and within brand guidelines.
* Work with the business innovations department to develop new ideas for reaching end user markets using the latest in electronic technologies.
* Communicate to rest of marketing team about new innovations and how they can be used to leverage marketing efforts.
* Preparation & delivery of marketing plan within key objective.
* Copy writing of articles, marketing materials etc.
* Market research and competitor analysis.
* Maintains up to date with professional sector news.
* Use email, adwords and other electronic marketing techniques to inform customers of new products and generate sales.
* Perform market research to assess viability of potential new products and to measure success of recent campaigns.

Company industry:
Advertising
Job role:
Research and Development

Junior Account Coordinator

February 2012 - April 2012

soul digital solutions

Cairo, Egypt

February 2012 - April 2012

* Plan projects in order to accomplish its goals within constraints such as time, cost and agreed quality standards.
* Schedule tasks, deadlines and milestones for all stake holders and resources.
* Create time estimates for work to be performed.
* Identify schedule uncertainties and risks for both client and Wire IE.
* Manage/Coordinate/escalate project tasks on a day-to-day basis.
* May be responsible for multiple projects at one time.
* Coordinate field techs, subcontractors, service providers, other staff and clients.
* Assemble assets required for Installation team to perform tasks.
* Disseminate information to team members through task and sub-tasks assignment based on requirements.
* Coordinate communication between staff and third parties acting on behalf of the client.
* Work directly with Executive Director, Director Operations, Marketing Manager, and sales to contribute wording, estimates, charts, samples etc. to proposals.

Company industry:
Advertising
Job role:
Accounting and Auditing

Tele-Marketing and Secretary

October 2011 - February 2012

soul digital solutions

Cairo, Egypt

October 2011 - February 2012

* Answers phones & responds to customers inquiries.
* Provide customers with all information about the company services & products.
* Follow up the calls of the clients with clerical duties which includes faxing, filling up paperwork.
* Check the mail of the company daily and forward each to the specific department and Organize the filling system.
* Maintains & updates customer data base with changes and the status of each customer.
* Report daily to marketing manager and organize the GM daily agenda.
* Other secretarial work such as: writing letters, sending faxes, follow up with customers, and take notes on their feedback.

Company industry:
Advertising
Job role:
Customer Service and Call Center

Education

Ain Shams University

September 2013

September 2013

Bachelor's degree, Faculty of arts - Mass Communication

Egypt

College religieuse du Bon Pasteur

May 2001

May 2001

High school or equivalent, HS

Egypt

Skills

Outlook
Expert
Outlook
Expert
Call Routing
Expert
Call Routing
Expert
Data Entry
Expert
Data Entry
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
Customer Service
Expert
Customer Service
Expert
Using Internet
Expert
Using Internet
Expert
Secretarial tasks
Expert
Secretarial tasks
Expert
Ms Outlook
Intermediate
Ms Outlook
Intermediate
Ms Excel
Intermediate
Ms Excel
Intermediate
Research
Expert
Research
Expert
Ms Word
Expert
Ms Word
Expert
Outlook
Expert
Outlook
Expert
Call Routing
Expert
Call Routing
Expert
Data Entry
Expert
Data Entry
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
Customer Service
Expert
Customer Service
Expert

Languages

English

Intermediate

French

Intermediate

Training and Certifications

Certifications
Human Resources Proffesional Certificate
Dec 2018

Hobbies and interests

Reading
Bowling & Billiard
Listening Music
Drawing