Sarah

Selim

Project Manager

Call Center Manager

Biography:

A Biotechnology Graduate, who had an interesting career turnover, and found her ultimate passion in the

Management field, have been nurtured by the foundation of all management techniques “Vodafone UK “and proven her success over the course of the years, so she decided to carry on with the Journey, and got promoted into multiple positions in project managements & ended up as a call center manager.

Palm Hills City

Sheikh Zayed, 6th of

October

Cairo, Egypt

CONTACTS:

Email:

adp9ce@r.postjobfree.com

Mobile:

012********

LinkedIn URL:

https://www.linkedin.com/in

/sarah-magdy-selim-

8080b9122

Education

• Project Management Diploma

Regional Information Technology Institute RITI December 2017 On how to Apply the methodologies and the recognized practices of formal project management in alignment with the Guide to the Project Management Body of Knowledge, (PMBOK® Guide) - Sixth Edition, Project Management Institute, Inc., 2013

• Premasters of Genetics, Histology, and Cell Biology Cairo University January 2015

Overall Score “Very Good “

• B.Sc. of Biotechnology – Double Major of “Biotechnology/Molecular Biochemistry” Cairo University May 2011

Overall Score “Very Good “– Graduation project score “Excellent “

• General Secondary Certificate

Sphinx language School May 2007

Overall Score “96.9%”

Skills

Experience

• Regional Contact Center Manager January 2018 – Present

City Bookers

Online travel agency originally founded and based in Kuwait serving Middle east customers And I was responsible for the day to day operations, coaching, and development of a cross-site team of representatives, team managers, supervisors, and trainers, whose primary function is to provide high-quality customer service for an online travel agency based in Kuwait.

• Medical Project Manager November 2016 – January 2018

Flora Fusion

Responsible for creating & managing the project from scratch, for a project based in the UK, providing medical supplements, and giving new hope to customer patients.

• Project Coordinator January 2016 – January 2018

Vodafone UK

Responsible for driving NPS “Net promoting score “Project, through call listening and detailed gap analysis to reach out for findings in order to meet customers’ expectations and client needs

• Contact Center Team Leader March 2014 – January 2016

Vodafone UK

Driving Performance to meet or exceed quality service goals and companies KPIs. Provided accurate, specific performance feedback for CSRs.

Managed Staff Scheduled and made sure the company’s policies are adhered.

• International Webchat Specialist March 2013 – March 2014

Vodafone UK

Investigated and resolved customers’ inquiries in an empathetic manner via online website chat.

• International Account Floor Walker January 2013– March 2013

Vodafone UK

Responded promptly to inquiries and requests from agents and delivered to the company’s policy in a professional way.

Conducted several trainings “Stress Management, Emotional intelligence, Soft Skills “to develop trainees’ skills.

• International Account Advisor March 2012 – January 2013

Vodafone UK

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment

Achievements and awards

• April 2018 introduced quality system and KPIs system along with a consequence matrix, to make sure quality guild lines are applied and met at Citybookers.

• March 2018 Introduced NPS “Net promoting score “within inbound telephone and social media teams, to assess customer satisfaction at Citybookers.

• December 2017 Recognized for successfully launching a new queue for customer service and meeting agreed financial targets at Flora Fusion.

• October 2017 Recognized as a Top performer in the project management team at Vodafone UK.

• January 2016 Recognized for driving team performance to achieve & maintain First Place on queue for two months at Vodafone UK.

• August 2015 Recognized for top performance for the previous quarter Feb/March/April at Vodafone UK.

• March 2015 Recognized as a Top Performer for the month at Vodafone UK.

• First place presentation award 2014 in a project titled " A step against world poverty " talking about using GMO " genetically modified food " to stop poverty in Africa and worldwide at Biotechnology Symposium organized by Cairo University.

• Best organizer award for the First 2013 “Biotechnology Day “held by Cairo University.

• Presenter in the “First International Biotechnology Innovation Conference” That included participants from various nations such as Germany, India, Japan, and China “with a presentation as research paper: titled “Artificial life”. f

• Pharmacist March 2011 - September 2011

Al Fouad Pharmacies

Managed Drug and Supply inventories, properly dispensed a number of prescriptions per day. For the chemotherapy department serving different hospitals.

• Chemist/Lab Analyst June 2010 - September 2010

Al Kasr Al Ainy

Analyzed Patients Samples to determine and differentiate healthy and diseased ones Personal Information:

• Date of Birth: 12/3/1991

• Marital status: Single

• Military Status: Not Applicable

• Nationality: Egyptian

Activities and Interests

• Keen Musician: used to play piano in the Opera house

• Physics maniac

• Sportive, aerobics, football, basketball and won a football “Cairo University championship "

• Traveling and getting exposed to new cultures

References

Are available upon request

Contact this candidate