Shady Mabrouk

• Handling complex inbound/outbound telephone calls and other communication channels, accurately capture/document all complaints according to internal policies and procedures.
• Fully investigating and analyze all complaints and provide a resolution to the customer.
• Communicating clear, concise and informative responses to customers, ensuring the customer has been treated fairly during each interaction.
• Working effectively as part of a team and also to a high standard of performance.
• Reassuring customers that the company is committed to resolving problems and improving relationships.

Record information about financial status of customers and status of collection efforts.
 Confer with customers by telephone or in person to determine reasons for overdue payments and review the credit contracts.
 Advise customers of necessary actions and strategies for debt repayment.
 Monitoring calendars, meeting deadlines, documenting actions, inputting information into file database.
 Supports case preparation by preparing case summaries.
 Full administrative support for the manager.
 Preparation of analytical, informational, reference and other information.
 Creating all related requests on MOI and Judicial Department websites and follow up the same.
 Financial documents execution and reporting to Finance dept.
 Translation services (documents and negotiations)

• Follow and manage the project activity to ensure the project is on schedule.
• Ongoing evaluation of project activity and reporting on project progress to project manager.
• Regularly collect and review outsourced staff attendance reports to ensure accuracy and system update by HR.
• Prepare routine or ad hoc reports providing information on status and issues involving relevant transactions or activities.
• Manage and analyze clients complaint log by analyzing the number, nature and frequency of complaints. In addition, ensure that complaints are adequately dealt with.

• Determining, negotiating and agreeing in-house quality procedures, standards and/or specifications.
• Assessing customer requirements and ensuring that these are met.
• Setting customer service standards.
• Specifying quality requirements of raw materials with suppliers.
• Ensuring that manufacturing process comply with standards at both national and international level.
• Monitoring performance and provide feedback, creating action plans if its required, Provide training and testing assessments.

• Determines requirements by working with customers.
• Answers inquiries by clarifying desired information, researching, locating, and providing information.
• Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions.
• Fulfills requests by clarifying desired information, completing transactions, forwarding requests.
• Sells additional services by recognizing opportunities to up-sell products and explaining new features.