Escalation Desk
emirates nbd
Total years of experience :16 years, 5 Months
Dealing with high net worth clients only
Responsible for attending to customers’ queries, service issues and
complaints
Maintaining highest standards of quality and adherence as per ENBD
policies
Jan 2010 - till now
Customer service representative
Emirates NBD bank
RESPONSIBILITIES: - Dealing with high net worth clients only
- Responsible for attending to customers' queries, service issues and complaints
- Maintaining highest standards of quality and adherence as per ENBD
policies
Jan 2009 - Jan 2010
Sales Executive
E MAX Trading
RESPONSIBILITIES:
- prepare sales, revenue & profitability projections plans.
-Devising effective and appropriate sales strategies and tactics to get competitive advantage.
- project accurate, precise and realistic sales and demand
forecasting to compete the market.
- formulate & implement Pricing Strategies.
- prepare sales implementation plans.
- monitor the performance of sales team.
Jun 2007 - Jul 2008
Customer service
Vodafone Egypt
RESPONSIBILITIES: • Handle all incoming calls of the Call Center.
• Handle outbound calls for follow up, occasional campaigns and call backs blended with normal inbound calls.
• Provide best possible service to both external & internal customers to achieve highest level of customer satisfaction.
• Communicate with other Customer Service sub-divisions to answer all relevant customer inquiries (e.g. Credit, Customer Support & Activations, Outbound & Save Initiativesetc)
• Achieve the requested Staffed Time on a daily basis to minimize Lost Call Rate.
• Provide proper information to customers with complete & comprehensive understanding of Products & Services and Policies & Procedures.
• Fully understand & adhere to company policies & procedures that generate personal / professional credibility & trust.
• Respect & apply company vision & values.
• Fully understand both individual & company objectives to achieve them effectively & efficiently.
• Use available methods & tools to develop own skills & information (applications, intranet briefings, attending trainings, etc.)
2001 - 2006 Bachelor Degree of Commerce, Faculty of Commerce, Helwan University, Cairo, Egypt.