Customer Service Manager

Rasha Ahmed Hamed

Al Ain – Asharej – **th St, Building # 05A - Flat 04

UAE Cell: 055-******* / 055-****-***.

Email: (please direct to): ***************@*****.***

Career Objective:

Match my expertise and outstanding performance with a dynamic organization to bring about exceeded success to the operation and team members, turning into higher achievement in budgets and targets.

QUALIFICATIONS:

Self-starter & high self-management, working well with minimal supervision

Proven ability to organize, motivate and supervise multi-discipline teams.

Ability to prioritize and remain focused on the essence of an issue

Excellent with customer support services

Skilled at learning new concepts and organizing winning solutions, quickly

Work well under pressure

Highly professionally trained

Strong computer competency and related skills.

EMPOLYMENT EXPERIENCE TIMELINE:

04/17-11/17 Gulf International Private School – AL Ain – UAE

Assistant Students Activities Coordinator

To develop and coordinate school activities.

To be proactive in evaluating school processes, and suggest and implement improvements.

To ensure effective and timely administration of school activities.

To comprehensively document all school trips, including travel arrangements, appropriate

permissions, insurance and risk assessment information.

To proactively manage the information and communication processes around all school trips and

visits to ensure compliance and best practice.

To communicate and publicize school activities where appropriate.

To liaise professionally and effectively with the colleagues, parents & students.

To monitor, record and update learner engagement in school activities, as required.

To promote and market the school activities both inside and outside of school.

To manage the booking and administration of all facilities rental and appropriate associated liaison

with government departments.

Facilitate, promote and assist with student recognition/ award presentation events.

Meet with teams (eg: Leadership etc.) to plan event scope and format, establish and monitor

budgets, review administrative procedures and discuss progress.

Co-ordinate services (for example, catering, signage, displays, audiovisual equipment, printing,) and

deal with any problems that arise.

Co-ordinate decor design and special effects.

Plan entertainment and social gatherings for participants.

Support the Academy leadership team in providing high quality professional Academy events.

10/16- 03/17 Al Andalus Private Academy – AL Ain – UAE

Administration officer

Preparing reports on expenses, office budgets, and other expenditures

Supporting department managers, staff, and CEO

Organizing conference room scheduling, equipment, and cleaning

Preparing travel arrangements for office staff and managers; overseeing and preparing expense

reports and budgets

Coordinating building and maintenance issues for general repair (heating and air conditioning,

security, etc.) and updating (carpet cleaning, painting, etc.).

Organizing special functions and social events

Purchasing computers, printers, supplies, and other equipment

Monitoring incoming and outgoing mail; signing for packages from USPS, FedEx or UPS; receiving

mail and packages from couriers and delivering to proper recipient

Preparing correspondence, documentation, or presentation materials

Assisting other departments (such as financial department or HR) with administrative or clerical support

10/15-till 08/16 British Orchard International Nursery – Dubai – UAE

Nursery Principal

Responsible for and to oversee the day to day management, staffing, organization and smoot

running of the Nursery.

Develop the ethos of For under Fives and to create a welcoming and family friendly environment.

A member of the management team and to contribute to the strategic planning,

monitoring, evaluation and development of the Nursery.

Responsible at all times for high standards of care and education of children

between 0 to five years in accordance with statutory requirements.

Ensure the EYFS is promoted and delivered within the setting and the principles adhered to.

Ensure effective communication between the Day Care staff and with all partner organization.

Order and maintain equipment and resources in the Nursery

Accountable and responsible for day to day financial systems directly relating

to the Day Nursery provision.

Responsible for admissions in line with the admissions policy agreed by the management

team at Head Office.

Keep a register and up to date records of all children using the Day Care provision and to give

regular feedback to parents about their child’s development and progress.

Responsible for organizing training and monitoring students in the Day Care provision.

02/11-08/15 The British School in Cairo – Egypt

Administration Manager

Working on committees including academic boards, governing bodies and task groups.

Assisting with recruitment, public or alumni relations and marketing activities.

Administering the 'student lifecycle' from registration or admission to graduation or leaving.

Providing administrative support to an academic team of lecturers, tutors or teachers.

Drafting and interpreting regulations and dealing with queries and complaints procedures.

Coordinating examination and assessment processes.

maintaining high levels of quality assurance, including course evaluation and course

approval procedures.

Using information systems and preparing reports and statistics for internal and external use.

Participating in the development of future information systems.

Contributing to policy and planning.

Managing budgets and ensuring financial systems are followed.

Purchasing goods and equipment, as required and processing invoices.

Liaising with other administrative staff, academic colleagues and students.

liaising with partner institutions, other institutions, external agencies, government departments

and prospective students.

Organizing and facilitating a variety of educational or social activities.

09/09-01/11 Arab Bank – Cairo - Egypt

Customer Service Manager

Providing help and advice to customers using Arab Bank's products or services.

Communicating courteously with customers by telephone, email, letter and face to face.

investigating and solving customers' problems, which may be complex or long-standing problems

that have been passed on by customer service assistants.

handling customer complaints or any major incidents, such as a security issue or a customer being

taken ill.

Issuing refunds or compensation to customers.

Keeping accurate records of discussions or correspondence with customers.

analyzing statistics or other data to determine the level of customer service your

organisation is providing.

Producing written information for customers, often involving use of computer packages/software.

Writing reports analyzing the customer service that your organization provides.

Developing feedback or complaints procedures for customers to use.

Developing customer service procedures, policies and standards for your organization or department.

Meeting with other managers to discuss possible improvements to customer service.

Being involved in staff recruitment and appraisals.

Training staff to deliver a high standard of customer service.

Leading or supervising a team of customer service staff.

Learning about your organisation's products or services and keeping up to date with changes.

Keeping ahead of developments in customer service by reading relevant journals, going to meetings

and attending courses.

08/07- 08/09 Arab Bank – Cairo - Egypt

Senior Continuing Accounts Officer

Complete newly opened accounts

Amend related processes to ensure accuracy and completion of details

Review new accounts forms and documentation

Enter relative data on the system

Categorize clients’ risk level

Follow through accounts’ discrepancies with branches & DSA

Execute Visa Electron cards requests on the system

Proceed cheque books requests and cancellation

Execute time and fixed deposits and certificates

Handling all aspects of accounts: reopening, closing, entry, special conditions

Proceed interest rate (debit & credit) of new opened sub-accounts

Review cheque book report

Issue relevant reports

06/06-7/07 Arab Bank – Cairo - Egypt

Customer Relationship Officer

Handling all customer requests, inquiries and complains

Marketing all bank products

Utilize sound facilities and solutions to maintain customer optimal satisfaction

Member of management team responsible for achieving branch target

Develop plans and strategies to better market and refine various bank products

Manage multi-lined customer traffic

Process client files and schedule appointments

Handles various bookkeeping duties

Maintain/run office in managers absence

2/05-05/06 DHL Head Office – Cairo - Egypt

Key Account senior

Respond to all incoming telephone calls for the Key Account Customers

Track & trace DHL inbound and outbound shipments, predict & prevent operational mistakes

Take proactive measures and lay solutions to be ahead in operation cycle

Produce monthly reports on major customers

Ensure monthly targets are over achieved

Record operation and sales leads

Responsible to deliver and up-sell to the Key Account customers updated DHL products

Monitor sales performance indicators for Key Accounts

Record complaints for Key Accounts combined with the perfect satisfactory solution that resolved the issue

1/02- 02/05 DHL Head Office – Cairo - Egypt

Team Leader – Customer Service

Evaluate team performance

Coaching & on-job training for four team members

Upgrade quality assurance techniques

Exceeded service level target to 95% in 2004 vs 80% in 2002

Managed office documentation

Trained new hires

Assisted supervisor with special projects

1/00- 02/02 DHL Head Office – Cairo - Egypt

Customer Service Agent

Front line responsibilities

Answer incoming calls and provide information to customers

Interact with customers in a friendly and professional manner

Ensure all security procedures for all shipments received are followed through

Handling all customer queries

Achieving all the new selling products with a preset target

Back line responsibilities and after sales activities

Track & trace all problem shipments

Handling customers complains, special requests & problem shipments

Answering other regional offices queries

Assisting team leader to monitor, evaluate team performance

Report customer complaints

Successfully screen problems and handle proactively, with sound solutions

Streamline operation and improve work conditions

Major Achievements:

Introduce more than 150 qualified new sales leads

Won the Best TDD Achiever for four consecutive months

Worked as team leader for two years

Nominated and won Employee of the Month four times

Created a new reporting system in the Key Account desk

99-00 Sheraton Heliopolis Hotel – Cairo - Egypt

Business Center Secretary

Handling guest billing

Manage guest MS Office / Word assignments

Create office filing system

Organize & manage meeting rooms bookings, equipment & services

Created office account mailing list

Carry VIP Customer Satisfaction Survey – JD Power

Competition shopping telephone services

98-99 Sheraton Heliopolis Hotel – Cairo - Egypt

Reservation Clerk

Process & track guest information for room booking arrangement

Support Reservations Manager and follow through on administrative work

Manager accounts profile

Documentation log, filing

Forward leads to banquet sales for meetings and events

97-98 Arab Bank – Cairo - Egypt

Summer Trainee

Customer accounting

Credit card issuance

96-97 Arab Bank – Cairo - Egypt

Summer Trainee

Customer Service, Customer Teller – Credit Agent

Opening new accounts

Follow-up on interest calculation / payment

Additional Courses

Time Management - Computerized Accounting - Guest Satisfaction - Handling Guest Complaints - Word & Excel MS Office - Outlook-Internet knowledge- Customer Service Excellence - Train The Trainer – Telephone Manners – Buyer Focus Selling – Effective Selling Skills – Selling Heavier Weight Packages

Computer Skills

GAMMA tracing software – CVS customer / pack pick-up track system – IMM Shipment Tracking System – Front Office Fidelio – English typing speed 30 wpm

Languages:

English: Excellent

Arabic: Native

EDUCATION:

1999 Faculty of Commerce – English Section – Ain Shams University – Cairo, Egypt

B. Sc. Commerce – Accounting Major

1995 High School – ARMENIAN Catholic School – Cairo, Egypt

Thanaweya Amma

Date of Birth: 18/07/1976

References: Furbished upon request.

Contact this candidate