Hanan Fares
[pic] [pic]Phone: ***********-*****069439 [pic] E-mail:
************@*****.***
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
https://www.linkedin.com/profile/view?id=210761090&trk=nav_responsive_tab_pr
ofile[pic][pic]