سارة Kazem

Administrator (Minerva travel agency) November 2010 -march 2011
- Liaison with internal and external contact

VODAFONE
Customer care Blended senior agent (Planning & Development department)
Supporting: -
- INTERNET CARE (BlackBerry, USB & Routers support)
- ADSL Billing.
- ADSL Technical Support.
- EXCLUSIVE AND NON EXCLUSIVE DEALERS Support.
- VDA (Vodafone Directory Assistance)
- Corporate Queues (SME: Small & Medium Enterprise, MNC: Multi-National Companies)
- American & Schengen Visa Reservation.
- TLS (Trade Line Support) at Activation Queue.
- Customer Care Representative (high and Premium Segmentation)

As a Customer Service Agent - the responsibilities included: - Support and provide superior service via phones, e-mails and faxes as a receiver and caller.
- Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
- Effectively deal with job stress, angry callers, and upset customers.
- Use the most appropriate way to communicate with different behaviour types on the telephone.
- Apply the elements of building positive rapport with different types of customers over the phone.
- Apply the proper telephone etiquette to satisfy various customer situations.
- Apply appropriate actions to effectively control a telephone call.
- Identify voice skills and how to enhance a good telephone presentation.
- Meets commitments to customers.
- Display Time flexibility towards shifts as per work floor requirements.
- Other duties as assigned.

Marketing and sales coordinators (omega Egypt) July 2010 - October 2010

-searching for new clients who might benefit from company products, services
-developing and growing long-term relationships with customers
-after sales support services
-administering client accounts

Administrator (media production) July 2009 -October 2009

-manage office space
-operate office equipment coordinate the flow of information both internally and externally