Hanan Fares

[pic] [pic]Phone: ***********-*****069439 [pic] E-mail:

acfvw8@r.postjobfree.com

Address: El Zohor tower, Montaser buildings Hadaak Helwan. App. No 4, Floor

12.

Nationality: Egyptian

Gender: Female

O B J E C T I V E

Obtain a responsible and challenging position within a multinational

company that allows me to learn new technologies and skills while utilizing

my previous experiences to improve beyond my abilities, and also to build a

strong business relationship with the company and clients; and exceed

expectations to excel within the company.

E D U C A T I O N & P R O F E S S I O N A L D E V E L O P M E N T

. 2006-2010: Graduated from Ain shams University

Cairo, Egypt.

Faculty of languages Al Alsun, Italian dept.

Second language: English

Grade: Very good.

July- September 2007: Grammar & Conversation Italian course at Don Bosco

institute.

August- October 2009: Conversation course at Scoula Viva.

Dec.2009-Jun.2010: Edu Egypt course. Ain shams university. Cairo,

Egypt.

. October 2009- May 2011: Trainee in the EDU Egypt Data track:

W O R K E X P E R I E N C E

V Charity officer at Geel El Forsan for Special needs (Jan 2013: Present):

1. Marketing and public relations to raise the profile of the

organisation's services and campaigns.

2. Designing fundraising materials such as leaflets and flyers.

3. Creating and organizing fundraising initiatives and events.

4. Approaching potential donors and maintaining donor lists.

5. Administrative tasks: applying for grants and other sources of

funding, managing budgets, gathering data, preparing reports.

V Delivery Customer Service Team Lead, IBM (March 2013: November 2013):

Highlights

"In a short period of time I was able to make a great shift in the

performance of 2 teams (Italian & Polish with many native speakers

included), exceeding all the targets and winning all the challenges"

Key Responsibilities:

1. Lead, motivate and drive performance for managed teams ensuring that

all team members meet established performance criteria and that

requests are handled according to standards for quality, productivity

and customer satisfaction.

2. Manage and monitor shift performance real time, hourly and daily.

3. In depth review of CSAT/Quality/Productivity numbers achieved by the

team(s) and analysis made by SME, and take actions if necessary.

4. Recognize job-related problems. Analyze causes using existing

techniques or tools, prepare and recommend solution alternatives.

5. Provide team guidance and training, assist in strategy development,

assist in setting and achieving operational objectives and track &

report service performance on daily basis.

6. Challenge the validity of given procedures and processes with the

intent to enhance and improve.

7. Ensure compliance with Business Control Guidance, and adherence house

rules.

8. Communicate and follow up on any issue with the client. Ensure

compliance to service levels

9. Create innovative action plans & control charts, assist in

implementation, track progress and follow up with completion status.

10. Escalation management: handle escalated and more complex customer

service issues escalation and run intensive root cause analysis with

QA/ support Teams to identify and resolve customer complaints and

ensure customer satisfaction & loyalty via customer reimbursements &

goodwill adjustments.

11. Send monthly KPIs to team members (Agents& SMEs), hold 1:1 meetings,

perform appraisals as required and prepare meeting minutes.

12. Set team schedules, meeting their preferences & work environment

expectations.

13. Set tests, interview candidates and co-operate in the process of

hiring new candidates with the HR.

14. Create, update, and present business cases.

15. Perform any tasks assigned by the manager as required.

16. Provide periodical reports (Weekly/monthly/quarterly) to my manager.

17. Sending weekly reports to team members about their figures.

18. Assist manager directly in implementing any new project or challenge.

V Subject Matter Expert, IBM (April 2011 : Feb 2013) :

Highlights:

"I used my skills in coaching and delivering information in building very

strong teams and I managed to make remarkable shifts in the performance of

many agents changing their attributes from Bottom Quartile into Best

Performer."

Key Responsibilities:

1. Quality assurance: Monitor team work according to the QA standards,

evaluating e-mails and chats to guarantee high quality of the service

provided.

2. General Auditor: Audit other evaluators' submissions in order to

ensure that the same standards are being followed within the project.

3. Prepare and send monthly reports to the global QA team for

calibration.

4. Contribute in CSAT improvement project by giving sessions to agents on

how to provide a World- Class Customer Service and accomplish high

percentage of customer satisfaction to achieve client requirements.

5. Work very closely with team members to identify and tackle quickly any

eventual issue with their performance.

6. Set improvement & action plans and implement them on low performers.

7. Carry out supervision, coaching, training, disciplining, and reviewing

all agents performance on daily basis.

8. Provide weekly training and coaching to ensure thorough knowledge of

system, processes, updates and procedures.

9. Manage floor operation, adherence to schedule aligning with other

centers to meet agreed Service Level.

10. Acting as an information source providing prompt assistance to

representatives with questions related to products and procedures,

assigning tasks, following up and giving instructions as needed.

11. Attending, following up and resolving customer complaints and serious

escalations.

12. Prepare needed reports.

13. Perform other related duties as required and assigned in such high

efficiency keeping always the deadlines met.

V Customer Service Representative, IBM (July 2010: April 2011) :

Highlights:

I was able to sustain a very high performance in this role so that I got

celebrated in the first anniversary of Skype project as "Best performer of

the year"

Key Responsibilities:

1. Successfully attended behaviour and system training for Skype

products.

2. Support customers all over the world in English and Italian languages

via e-mail & chat.

3. Offer excellent quality of Customer Service and taking the ownership

of owning the customer's case and ensure very high CSAT.

4. Technical Support Expert, where I can identify, research,

troubleshoot and resolve technical problems that customers may

encounter.

5. Handle customer inquiries, complaints and billing issues with the

highest degree of courtesy and professionalism needed to resolve

customer issues.

6. Create opportunities for upselling and cross selling.

7. Overachieve all the targets set for my team.

K E Y Q U A L I F I C A T I O N

COMPUTER SKILLS

> Excellent Computer Proficiency, in:

> PC Operation Systems: Windows 7, Windows XP, & Windows 8

> Editing: Microsoft Word, Microsoft PowerPoint, AdobeAcrobat

> Excellent knowledge of word, excel and Internet browsing.

> Good knowledge of Mac & Linux OS.

> Very good knowledge of information security.

> Good understanding of current mainstream software platforms.

> Interest in new computer and network technologies.

> Lotus Notes.

> High typing speed.

ORGANIZATIONAL & MANAGERIAL SKILLS

> "Can Do" attitude.

> Ability to manage, and motivate a team under pressure and deal with

multiple tasks.

> Proven team and account management skills.

> Ability to survive and thrive in a constantly changing environment

> Ability to work hard to achieve team goals and to tight deadlines.

> Aligning team members around organizational strategy and values.

> Ability to coach others.

> Handling difficult people.

> Setting goals, Planning and Decision-making

INTERPERSONAL SKILLS

> Negotiation skills.

> Self motivated.

> Innovative and proactive, ability to think outside the box

> Enthusiastic with very high ability to learn.

> Ability to absorb professional knowledge quickly and develop skills.

> Draw upon professional concepts to collaborate with others to carry

out assigned duties.

> Excellent time management and organizational skills.

> Problem Solving.

> Reliable & committed.

LANGUAGE SKILLS

> Native language: Arabic.

> Excellent command of both written and spoken Italian.

> Very good command of both written and spoken English.

C E R T I F I E D C O U R S E S @ IBM

> Six Sigma Green Belt.

> Six Sigma Yellow Belt.

> Six Sigma and Lean in the Organization

> Project Management Overview - Based on the PMBOK Fifth Edition

> Basics of Project Management - Based on the PMBOK Fourth Edition

> Guide to Project Management

> Fundamentals of BPO industry.

> Advanced Customization in Excel 2007

> Time Management: Planning and Prioritizing Your time.

> Making Meetings Work

> Implementing & Evaluating a Decision

> Building Your Personal Brand

> Interview The IBM Way (Certified IBM Interviewer)

> Business Coaching: Using different coaching Styles.

> Business Coaching: Getting ready to coach.

> Business Coaching: Building good relation with your coachee.

> Business Writing: How to Write in an effective way.

> How to Deal With difficult people.

> Leadership skills: How to motivate your employees.

> Overcoming Internal Customer Service Problems

> The Customer Service Agent in Action

> Customer Satisfaction: Analysis and Implementation

> Excellence in Internal Customer Service

> How YOU Can Improve Client Satisfaction

> Call Center Communication Skills

> Professional Skills for Customer Service Agents

> Call Center Customer Service

> ITD SARM - Understanding Data Privacy in IT Servic...

> Effective Team-building Strategies

> Career Framework for Employees

> Business Problem Solving: The Problem Solving Process

I N T E R E S T S

V Reading in different fields (business & literature).

V Blogging.

V Sewing & designing

V Walking.

V Surfing the Internet.

V Listening to Italian & English songs.

V Watching Italian and English movies.

R E F E R E N C E FOR R E C O M M E N D A T I O N

References are available upon request

L I N K E D IN P R O F I L E

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