Customer Service Insurance

Hadeel Abdel Latif El Rashidy

** ** **** *** ****** st., from Eltayaran st. The 7th District, Nasr City,

Cairo

Cell 011*-**-***-** -011********

E-mail: ****************@*****.***

Personal ID

Nationality : Egyptian

Marital Status : Married

Gender : Female

Date of Birth : 28 /8/1985

Summary & Objective

I am a high energy, experienced hands on professional with strong

management skills

I am self-motivated and I know what it takes to do a good job. I am

excellent communicator, able to effectively interface with colleagues and

the public

To obtain a position where my knowledge will be valued. Main objective is

to join a huge international company with a dynamic environment giving the

opportunity for development and challenging. Also, seeking responsibility

and growth with a vision to develop my professional career in any field,

Qualified Customer Service Trainer seeking the situation that allows me to

use my knowledge to gain business for the company and to bring about

positive change.

Experience

Egyptian Life Takaful GIG

Bancassurance:

From - to: Jan 2015 to present:

. Selling insurance product through banks. Banks and insurance company

come up in a partnership where in the bank sells the tied insurance

company's insurance products to its clients.

Etisalat Misr Company

Customer service Trainer:

. Monitor, facilitate, develop training activities, asses training

needs, learning competencies and progress and training new team

members with training materials .

. Developed professional customer service Staff by refreshment sessions

on the lack of knowledge areas.

. Interacted with various call center departments.

Achievements:

. Trained over 15 batches of new comers and over 20 batches of existing

one.

. Trained new comers about company Products and services, rate plans,

soft skills, Quality, how to use different system applications and

Company Process .

. Trained existing staff by refreshment sessions about company Products

and services, rateplans, back office and complain a tasks, retention, Collection and billing tasks.

Call Center SR. Advisor (Diamond Customers)

From - to: Jan 2012 to Jan 2015

. Inbound Calls : Providing Diamond Customers with full details of their

inquiries, trying to solve problems occurred in their lines, retain

them in case of Deactivation and take exceptions to help them without

referring to any department ( from A to z) serving Diamond customers .

. Outbound Calls : Surveys with Diamond customers to check the duration

and customer care representative way of handling for complaints

solving, Survey while roaming to check service Quality, inform them

with roaming rates and last Roaming promotions, Usage droppers survey, Port Out customers survey and survey to provide customer with

relevant rateplans according to their usage and collection Outbound

calls .

Call Center Agent (High Value Customers)

From - to: May 2009 till Jan 2012

. Providing Customers with full details of their inquiries regarding

their rate plan and trying to solve any problem occurred in their

lines and trying to retain them in case of deactivation.

. Back office and complaint department.

. Retention department.

. Collection and billing department

. Quality Assurance department.

. Social Media Department

Etisal International Company (Outsourcing Etisalat)

Call Center Agent (Core Customers)

From- to : 2008 to May 2009

. Providing Customers with full details of their inquiries regarding

their rate plan and trying to solve any problem occurred in their

lines.

Admin Assistant and Recruiter

. Managing filing systems. * Handling customer complaints and

inquiries. * Maintaining company website and its presence on all

social media platforms. * Maintaining confidentiality of sensitive

data. * Ensuring that the staff in his office is working properly and

efficiently. * Organizes work by reading and routing correspondence;

collecting information; initiating telecommunications.

. Answering telephone calls * maintaining diaries * arranging

appointments * Typing and word processing * organizing and servicing

meetings (producing agendas and taking minutes) * coordinating mail-

shots and similar publicity tasks.

. Screening CVs, Making phone interviews,searching for candidates

from different resources

Helping in finding ideas to develop sourcing system, making

interviews with the chosen candidates .

Education

Bachelor of Arts, History Major

Grade: Good

Graduation May 2007.

Cairo University, Cairo, Egypt .

Training Courses & Certificates:

. Diploma of Educational, in Cairo University from Oct 2007 till June

2008.

. Certified Trainer TTT Diploma (LOGIC) Oct 2009 .

Skills & Interests

. Fluent in English [ Speaking - Reading & Writing ]

. Fair in French.

. Excellent teaching and persuasion skills.

. Good motivator and leader.

. Skilled user in most Microsoft Applications.

. Interactive and fast learner.

. Ability to work in group or individual according to job

requirements.

. Excellent communication skills.

. Strategic, focused and result oriented.

. Problem solving, and negotiating skills with an ability to resolve

conflict.

References

. Available upon request.

Contact this candidate