Arwa Nagui

Experience

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  Etisalat Misr

  Apr 2004 - Jul 2008

  Call Center Representative

   Help in organizing meeting; ensure necessary briefing materials for planned meetings are prepared and organized.  Attend general meetings and summarize the substance of these meetings; gather and maintain information on general administrative issues. Explain to the customers all kinds of products and services of the company. Handle the high valued clients and replied upon their queries. Support the office team by following up with customers and solve all their difficult problems.  Develop and refine related problems/cases and monitor their solving to assure timely distribution of cases assignments and information.  Serve as the control point for all cases correspondence/documents, ensuring that deadlines are observed, and follow up on overdue cases.  Support the technical team by solving any technical problem.  Schedule activities, appointments, and meetings with and for my supervisor. Responsible of the time and attendance sheet for my team. Show less

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  The Pharaonic Village

  Jan 2005 - Apr 2006

  Tour guide

   Meet tourists from different countries and cultures in order to take them in a tour throughout the Pharaonic Village. Describe in English all the details of pharaonic monuments, temples, cemeteries, and other related historical events for tourists. Describe in Arabic as well for the tourists from Arabic countries. Assist the tourists to buy different souvenirs from the village galleries.

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  Mobinil

  Apr 2006 - Oct 2006

  Call Center Representative

   Reply on the customer’s inquiries through the phone. Handle any trouble makers & offer for them the best available solutions.  Explain all the products, offers and the services of the company. Report all the cases of the day to the team leader.

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  Vodafone

  Nov 2006 - Mar 2007

  Call Center Representative

   Answer all inquiries of customers through the phone. Have the responsibility of solving any problems related to any customer’s line. Relay information and guidelines to my team members on a variety of subjects including, for example, personnel evaluation reports, vacation schedules, the use of computers and supplies, etc.  Coordinate with the supervisor the workload of our team ensure that the flow of business is carried out in a smooth and organized manner and that priorities are met.  Report all the cases of the day to the supervisor.  Follow up with the customers and ensure their complete satisfaction.  Filing. Show less

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  Allianz Egypt

  Aug 2008 - now

  Unit Manager - Customer Service
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  Allianz

  Aug 2008 - now

  Supports the activities of the Strategy, Business Development & Performance division relating to new business initiatives, strategic planning, data management, and coordination of organizational wide operational work plan development and delivery.Responsible to develop innovative solutions to enhance the team’s performance and capabilities based on an understanding of desired talent outcomes.Work collaboratively with cross-functional teams to implement process improvements aligned with business goals.Present findings and recommendations to stakeholders with clarity and actionable insights.Lead change management initiatives, fostering a culture of continuous improvement and innovation across the organization.Ensure the successful execution of process optimization projects within established timelines and budgets.Analyze , develop and report a Weekly , Monthly & Quarterly Dashboards covering all the units of the customer service department.Facilitate knowledge management and communication to improve project implementation.Conduct thorough analysis of existing business processes to identify inefficiencies and areas for optimization.Recommend and implement action plans based on these indicators/models to mitigate risk and optimize Client Services performanceMonitor the effectiveness of implemented improvements, using key performance indicators (KPIs) to measure impact.Apply Customer Excellence tools and methodologies to improve process flow, enhance productivity, and increase cost-effectiveness. Show less Manage day-to-day operations ensuring sales&client service objectives are met.Ensure all service levels for all areas are met including inbound/ outbound services, inbound/ outbound sales&complaints managementSet business strategy for call center. Set call center goals concerning call,quality metrics&set call center targets(KPIs)Drive increased NPS (Net promoter score)through focus on customers and customer care techniquesCoaching, motivating people&conduct annual performance evaluationsEnsure outbound schedule is accurate&up to date according to lead counts to achieve maximum contact and sales percentagesDefine call center budgetLeading initiatives in developing internal work systems to enhance efficiency Ensure all areas are performing at the highest level by maintaining, enforcing, implementing numerous quality based initiativesMaking sure that calls are answered within agreed time scales&in an appropriate mannerRandomly monitoring calls to confirm that they are being dealt with in a professional mannerMaking sure that all pre-written scripts are followed&that all conversations follow strict company guidelinesManage/review a regular report of received complaints&reported to head of customer service /top management on regular basis. Deal with complex customer complaints/inquiriesEffectively managing both supervisors and junior staffComing up with 'on the spot’ solutions to customer complaints or general problemsStrong emphasis on sales techniques as well as enhancing the overall customer service experience and customer retention..Establish and ensure attainment of goals for customer satisfaction ratings, call center staff productivity, order and trouble shooting accuracy as well as increased revenue and efficiency for the company.Develop call center/customer care policies and procedures that maximize productivity and profitability.Ensure workload and workforce management objectives are met to meet the demands of the aggressive marketing campaigns Show less - Handle hard calls in order to keep and exceed the client's satisfaction.- Handle all the received complaints through the different channels.- Identify the clients’ requests, queries and complaints together with the accurate recording on the relevant work flow system.- Participate in selection of new employee for the call center.- Coordinate with the Sales agents and other relevant departments in order to minimize policy cancellations and maximize persistence. - Follows the set process of filing, organizing and maintaining all correspondences.- Develop monthly KPI reports to measure performance regarding service levels.- Analyze the received complaints and report it to the manager on a regular basis (Responsible of the complaint management). - Active participation in the complaints assessment and the customer focus initiative projects. - Monitoring the outbound and inbound teams and provide the manager with weekly/monthly team reports.- Review any correspondences issued from the company in regards to the complaints even if the EFSA Complaints.- Prepare analysis reports of the internal and external surveys (NPS) and provide it to the top management.- Responsible of the attendance/vacation sheet for my team and provide Hr Department with it on a monthly basis. Show less - Answer all inquiries of customers through the phone.- Handle any received complaints through the phone and follow upon it till finalization.- Prepare analysis reports of all the received complaints from different channels and report it to manager.- Handle all the hard calls in order to gain customer's satisfaction.- Contact the customers to update their data i.e: credit card or contact numbers.- Follow up with the customers and ensure their complete satisfaction. - Filing. Show less - Handle all the received customers queries, requests or complaints through the phone.- Serve as the control point for all cases/complaints correspondence/documents, ensuring that deadlines are observed, and follow up on overdue cases. - Identifies the clients’ requests and queries together with the accurate recording on the relevant work flow system.- Maintains close follow up on all client requests to guarantee prompt and regular feedback as required.- Guarantee the updating of client information on the database to facilitate future communication.- Participate in developing the Complaint Management System with IT to enhance the effectiveness of data recorded. Show less

  • Customer Service Unit Manager - Business Development

    Feb 2022 - now

  • Customer Service Unit Manager-Call Center

    Jan 2012 - Jan 2022

  • Team Leader - call center & complaints

    Jan 2011 - Dec 2011

  • Senior Call Center Representative (inbound / Outbound activities)

    Jan 2010 - Dec 2010

  • Call Center Representative

    Aug 2008 - Dec 2009