Nourhan Nasr El-Din Abdelsalam Mohamed

• Managed a diverse portfolio of clients, ensuring their financial needs were met and exceeded.
• Managed confidential client information with the utmost discretion, adhering to all relevant data protection regulations and protocols.
• Developed strong rapport with clients by actively listening to their needs and demonstrating genuine concern for their financial wellbeing.
• Assisted in the onboarding process for new clients, streamlining communication and documentation procedures.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.

• Mentored and coached team members on QA topics and strategies.
• Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
• Reported progress, test metrics and results to project stakeholders.
• Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.

• Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
• Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
• Coordinated schedules to arrange management interviews with applicants.
• Built strong relationships with internal and external candidates to ensure an excellent hiring experience.

• Managed full-cycle recruiting processes, resulting in successful placements and employee satisfaction.
• Collaborated with hiring managers to identify talent needs and develop effective job descriptions.
• Developed strong relationships with clients, ensuring accurate understanding of their needs and matching them with top talent.
• Reduced time-to-fill for open positions by implementing targeted recruitment strategies.

- Monitoring and evaluating agents performance concerning the quilty of service.

- Provide clear insites into performance drivers and the livers which impact performance.

- Mange auditing reports for customer care activities.

- Give recommendations for process improvement based on the customer's experience and feedback.

- Design quality rules and the guidelines to achieve the highest performance with team mangers.

- Hold Calibrations and meetings with managerial and non- managerial level teams to find common grounds and sustain system stability.

- Conduct QA sessions with new hires.

- Compile and track performance for teams and individual level.

- Deliver weekly briefing sessions to agents,

- Identify and assess customer's needs to achieve satisfaction.

- build sustainable relations of trust through open and interactive communication.

- Handle complaints, provide appropriate solution and alternatives within a time frame.