Customer service & Account Manager

Personal Information

• Name: Hanaa Safwat Ibrahim

• Email: ***************@*****.***

• Date of Birth: June 7th, 1993

• Mobile Number: 010********

Technical Skills

• Excellent command of Photoshop.

• Excellent command of online and offline documentation tools (Excel, Word, Power Point, etc.

• Highly adaptive to all new systems and ERPs

• High Customer service and Account Management Skills Work experience

Production Hub, Cairo – Account Manager & Social Media Specialist

“October 2019 – until present”

- Managed Graphic Designing process for 10 Clients

- Implemented the KPI System for the team

- Improved Customer Satisfaction Cycle to handle all customer requests

- Helped in Designing 2 websites for e-learning & Textile e-commerce client

- Ensured that All invoices are sent properly to both clients and resources The Translation Gate, Cairo – Sales and Account Manager Europe Region “October 2018 – July 2020”

- Built Date Base of 120 Accounts, leading to 30% Increase in new sales revenue

- Updated data base of Existing clients in both USA & Europe Region.

- Managed all client communication within 30 mins, with 85% guaranteed satisfaction rate

- Managed All Client Escalations

- Improved data entry on the company’s ERP system

- Ensured that All invoices are sent properly to both clients and resources MSA University, Cairo – Architect/Teaching Assistant

“Feb 2018 – August 2018”

- Managed grading system both in lecture and online Vodafone, Cairo – International Customer Service Advisor United Kingdom account “June 2016 – December 2017”

- Handled Customer calls and with 90% satisfaction rate

- Decreased Average Hold Time call time by 20%

- Assisted Team of 20 people on floor on daily base

- Increased number of Documented Notes on Vodafone’s ERP system to 95% Courses & activities membership

• Philips lighting workshop spring 2017.

• SODIC project management workshop summer 2016.

• PR (Public Relations) Head at APEC 2015.

• NCS (natural colour selection) training from JOTUN 2015

• PR (Public Relations) senior member at APEC 2014.

• 3D Max and V-Ray course certified from Autodesk 2014.

• German language level A 1.1 course 2014.

• RDQ member (Research, Development and Quality) member at APEC 2013. Education

2012 to 2017

• Student at faculty of engineering Ain Shams University, senior student (Architecture department – Urban Design and Planning major)

• Accumulative Grade: Very Good.

• Graduation project Grade: Excellent

Languages

• Arabic Language: Mother Tongue.

• English Language: Fluent.

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