Mona Hassan

Experience

• 

  Teleperformance

  Aug 2015 - May 2016

  English Customer Service executive

  Working for Expedia account the Canadian department -conducting calls helping customers for their hotel and flights reservations. - issues’ resolutions-service delivery.

• 

  Centro Global Solutions

  Sept 2016 - Jan 2017

  English Telemarketer

  -Being a third party player for closing deals for American seniors getting their medical braces from Medicare (US Health care system). -Follow up with doctors to get approvals for supplying medical apparatuses. -Service and product delivery

• 

  NOOR Data Network

  Apr 2017 - Apr 2018

  Bilingual Customer Service Representative

  -supporting 2 start-up projects { Tabeebnet for doctors home visits/Zabatnee for top notch restaurants reservations}- for making sure that customers get their needed services delivered on high quality on time.-make sure that customers aware of products and promos to increase the reach base.-supporting patients need their doctor's home visits done.

• 

  SYKES

  Nov 2018 - Jul 2019

  English Recruitment Specialist

  -Full cycle recruitment-screening and filtering candidates resumes.-Targeting effective sourcing portals-conducting calls for interested filtered candidates.-creating data base for candidates.-posting job ads on job portals specially on social media an referral recruitment.-delivering feedback to candidates and conducting face to face interviews - communicating with the hiring manager to fulfil the hiring demand -briefing about job roles

• 

  Concentrix

  Jan 2020 - Apr 2020

  English Customer Service Representative

  supporting US AT&T account- Support in customers’ issue resolution and follow up - Upselling entertainment packages

• 

  _VOIS

  May 2020 - Feb 2021

  English Customer Service Representative

  -supporting small and medium business account getting their internet connects supported. -following up with open cases to make sure customers problems all sorted out. - Upselling internet packages upgrade.- Billing check and sending invoices.

• 

  RISEUP Group

  May 2022 - Dec 2023

  * Being the main vocal point communicating with the international clients to get their requests and set customized solutions achieving the best outcome and ensuring that the internal performance plan going parallelly with clients' request.* Coaching internal team for delivering updates we do recieve from clients to accommodate the performance efficiently * Creating cases and following with different processes of escalation to solve the probing issues and queries.* Setting knowledge base material so the internal team can refer back to it for the best support * Controlling quality of screening to make sure it's matching clients' main Requirments * Help in mitigating internal conflicts among employees by ensuring that polices and code of conducts applied properly * Onboarding new employees In talent management department* Communicating with other departments to make sure that service delivery done on timely manner * Following up on daily reports to make sure the daily tasks presented and done on highest efficient level* Support occasionally in attracting new clients by onboarding our services on professional level.* Responsible for gathering up and ensuring the application of meetings heads ups and main points discussed and measure that within applied SLA* Help in retaining potential missing out candidates with our clients and send them detailed feedback for their cases.*occasionally support in internal hiring for vacant positions.* occasionally support in talent acquisition requests (especially sales feild with retail background ). Show less - Getting hiring request from hiring manager entailed by the following recruitment cycle steps- preparing fit sourcing plan - Screening and filtering resumes-Publishing job vacancies on different job portals ( Facebook, LinkedIn, Wuzzuf, Indeed and google)-Build referral sheet based of calibers referrals - Screening candidates and conducting English phone interviews to check their language proficiency , commitment profile as well as experience level- delivering the hiring required documents to enclose the hiring process -Massive hiring white collars mainly for multinational companies with high volume targets. Show less

  • Senior English Recruitment Specialist

    Mar 2023 - Dec 2023

  • English Recruitment Specialist

    May 2022 - Mar 2023