Ola Adham

Customer Service Assistant Aug 2016: Present
 Providing a professional and efficient integrated customer service on the full range of British
Council’s activities and services in a friendly way meeting customer’s needs in excellence
standards.
 Assisting and handling teaching center, exams, and UK education/information inquiries
 Dealing with customers’ inquiries and issues face to face or through social media (e-mail\Face
book).
 Registering customers and collecting payments received and transfer it accurately.
 Using relevant systems to maintain records on the system, and completing daily reconciliations.
 Handling exams and teaching center back office tasks.
 Attending to verification and stamping requests.
 Issuing requests for transfers and refunds are processed according to teaching center, and
examinations policy.
 Handling corporate clients preregistered and registered according to teaching center policy.
 Maintaining contacts database are accurate and up-to-date.
 Making sure all materials and displays are always up to date and shelves are accurate
appropriately classified, labeled, displayed and sign-posted in the reception area.

 Making sure that all candidates have an equal opportunity to demonstrate their abilities according
to the relevant UK exam board, and British Council requirements and code of conduct.
 Ensuring the security of the examination papers and completed response sheets, before, during
and after the examination.
 Giving candidates clear direction and answering their inquiries.
 Conducting candidate entry, exit, and identity checks.
 Ensuring special arrangements are provided as required.
 Being familiar with the emergency procedures for the test day venue.
 Monitoring candidates during tests to make sure that there is no violation of test conditions;
preventing possible candidate malpractice.
 Supporting the supervisor to ensure that candidates have a positive and consistent test day
experience and a positive image of the British Council.
 Ensuring that all materials are accounted for and handed over security to the supervisor.
 Following all relevant guidelines and policies in the areas of data protection, child protection,
health and safety, equal opportunities and diversity, and anti-fraud.
 Reporting any incidents, emergencies or breaches of security to the appropriate test day
supervisor.

Social Media Assistant (Iraq and Egypt)
 Answering all types of first level Social Networking Sites inquiries relating to British Council
activities in the country.
 Assisting with dealing with second level (specific) inquiries or referring them to the appropriate
person within the office who can deal with them.
 Appling knowledge of Data Protection and Freedom of Information standards and British Council
Policies of Child Protection and Equal Opportunity and Diversity in all correspondence with
customers
 Ensuring that all customer inquiries are answered according to British Council Standards and
timelines.
 Uses effective interpersonal skills to build rapport with customers and gets them more engaged
with the site.
 Controlling the interaction with customers and effectively uses questioning skills to clarify customer
needs.
 Liaising with Customer Services Management and relevant stakeholders in Examinations Teaching
Centre and Marketing to ensure that responses contain relevant information.
 Implementing British Council Egypt's social media strategy, coordinating with stakeholders across
the organization to ensure its effectiveness and adoption of relevant social media techniques into
the corporate culture and into all of the council's services
 Managing customers’ inquiries during social media campaigns and day-to-day activities. Duties
include online advocacy, writing editorial, community-outreach efforts, promotions
 Building British Council Egypt's reputation for social devotion across social media platforms.
 Identifying new customers behaviors and translate this into recommendations for teams working
across social.
 Routing customer complaints through the appropriate process to ensure response and issue are
addressed appropriately.

 Maintaining calendars by planning and scheduling meetings, conferences, teleconferences,
and travel.
 Booking travel, accommodation, and transportation arrangements
 Providing appropriate briefing materials for meetings
 Organizing, and preparing events, meetings, and their materials like things that will be used in
it- stationeries and handling printing will be used.
 Providing information and assistance to internal and external clients in person or electronically
to facilitate compliance with requirements
 Entering information in departmental on-line systems; reviewing applications and documents.
 Responding to inquiries as appropriate in the manager’s absence.
 Supporting with the preparation of documents including presentations
 Maintaining and recording current and future events, and required documentation and
materials to support the team.
 Updating and maintaining the contacts database.
 Preparing risk assessment forms, notes for short-term visitors.
 Respecting the privacy and confidentiality.
 Translating and interpreting written and verbal information when required.

 Providing timely and efficient coaching feedback.,
 Reviewing and evaluating inbound, and outbound calls in order to ensure that the performance
meets the right standards.
 Work directly with appropriate management to determine additional training, coaching or
performance planning needed for the service.
 Contributing in learning sessions and other programs meant to enhance the performance and the
quality assurance issues.

Technical Support at Samsung UK (AV department ) :

 Receiving customer’s calls inquiring about any of the Audio and Visuals products.
 Assenting customers of all ages who’re calling from the UK with a high level of professionalism.
 Using knowledge of products or services as well as great customer service skills, customer care
addresses issues, provide support and offer information, as needed, to keep customers satisfied
and retain business.
 Troubleshooting equipment and systems problems.
 Assuring serving customers and dealing with their complaints in the most professional attitude to
achieved superior quality service standards.

International Advisor ( Wind ):

 Providing excellent customer service at all times
 Following up on customer inquiries by taking action in a timely manner
 Troubleshooting equipment and systems problems
 Resolving customers’ issues on the first call.
 Communicating appropriately with upset customers.

 Providing both satisfying and challenging work along with a highly professional and friendly work
atmosphere.
 Mentoring, analyzing, and supporting new employees as a shift supervisor.
 Providing verbal and written feedback to the account manager.
 Assisting all the team in promoting for the newly launched for property investment project in JE Group.
 Enhancing effectiveness by managing agents and performing a variety of administrative and
support duties and tasks.

 Acting as a front-line interface with customers of Vodafone UK Customers.
 Responding to customers over the phone and resolving their related inquiries about billing and
providing technical support.
 Owning and managing the client relationship: resolving calls efficiently and effectively.
 Ensuring that the service level agreements are met and maintained.
Work as part of a team to ensure offering world-class Customer Service at all times.
 Communicating positively with all involved parties in order to facilitate customer's reception of the
expected distinguished service.
 Creating and promoting an environment that fosters both individual and team advancement to
ensure the outstanding delivery of customer service.
 Meeting service level in handling all transactions measured through productivity reports.