Nehal Essam

• Ensured compliance with industry regulations and standards by maintaining up-to-date knowledge of best practices and participating in relevant training programs.
• Developed comprehensive training materials to educate employees on proper quality control techniques, resulting in improved adherence to established guidelines.
• Championed process improvements through Lean Six Sigma methodologies, leading to reduced waste and increased operational efficiency.
• Streamlined quality control processes, resulting in increased efficiency and reduced turnaround time for product release.

Assists the department Head in carrying out quality standards & audits.
- Provide coaching & action plans to staff with low-quality performance

-Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
- Conduct Quality sessions to enhance agents' quality performance.
- Prepare calibration meetings with the operation & client to align auditors' monitoring
skills with quality standards.
- Design Scorecards & Audit forms to elevate customer experience & minimize
customer effort

-Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.

- Ensured compliant operations, verifying testing procedures were performed according to standard testing methods.

• Responsible for training new customer service employees and supporting experienced employees to improve their performance. Their duties include creating educational material, conducting training sessions, identifying skills gaps, and ensuring staff members stay motivated.
• Evaluated client processes, employee performance and training progress to determine additional training needs.
• Developed soft skills by providing training in time-management, problem-solving, and effective communication.

-Assisting candidates prior to the start of examinations by directing them to their seats and advising them about possessions permitted in examination venues.

-Invigilating during examinations, dealing with queries raised by candidates, and dealing with
examination irregularities in accordance with strict procedures.

-Ensuring all candidates have an equal opportunity to demonstrate their abilities
ensuring the security of the examination before, during, and after the examination
-Preventing possible candidate malpractice
preventing possible administrative failures
liaising with the examination officer and senior invigilator

-Facilitated smooth-running classroom activities through effective collaboration with teachers.

• Created engaging presentations, spreadsheets and reports.
• Organised personal and professional calendars, supplying timely reminders of upcoming meetings and events.
• Checked and opened mail, enabling prompt response to correspondence, bills and invoices.
• Collaborated with admin teams, human resources and finance department on special projects.
• Professionally greeted clients and delivered friendly, knowledgeable assistance.
• Scheduled meetings, conferences and appointments.
• Booked flights and hotels for domestic and international meetings.
• Arranged supplies, documents and spaces for meetings.
• Created expense reports with matching receipts.
• Wrote business correspondence and technical letters.

• Assisted clients with planning for and funding retirements using various types of investments.
• Counselled clients on financial matters and provided recommendations on investment opportunities, products and services based on client needs and asset availability.
• Devised business plan and identified target customers.
• Advised high net worth customers and insurance department management.