Salma Mohsen

Experience

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  Mobinil

  Jan 2010 - Jan 2011

  Customer service representative
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  Allied Company for Chemicals &Adhesives

  Feb 2010 - Jul 2010

  Administrative Assistant

  Managing and distributing information within CEO office. Answer phone calls, take memos during meetings, maintain filling system. Sending and receiving correspondences whether internally or externally, direct then to therelevant departments. Assist in producing weekly and monthly reports.

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  Vodafone

  Mar 2015 - May 2016

  Promotion – Resolution specialist (November 2015 till June 2016)Job tasks: Communicate courteously with customers who have series long standing compliance thathave been already passed on by customer service representative. Investigate and find out the suitable and proper solution towards these compliance using theavailable resources "refund, credit, compensation, services or letter of apology" Keep accurate records of the discussion. Follow up with customers to ensure their satisfaction. Show less On loan vacancy – acting as Quality coach (May 2015 till August 2015)Job tasks: Audit inbound and outbound calls, observing performance, techniques, and application ofguidelines and procedures. Verify that representatives are providing up-to-date information, following current processes,and communicating effectively to customers. Coordinate with team managers to set a certain plan in order to reach the level of call quality. Summarize findings and recommendations and forwards to team managers to use inperformance assessments and promotional decisions. Provide a detailed weekly or monthly feedback to both representatives and managers ofguidelines and procedures. Show less On loan vacancy-acting as Performance manager & Floor support (March 2015 till May2015)Job tasks: Manage team's daily performance. Provide them with needed knowledge, soft skills, system awareness, and briefings to keepthem updated. Responsible for monitoring logging time adherence, procedures adherence, call quality. Monitor incoming and outgoing calls to ensure team members are following agreedguidelines. Send hourly and weekly team's performance report. Show less

  • Compliance management specialist

    Nov 2015 - May 2016

  • International account advisor

    Feb 2013 - Nov 2015

  • On loan : Quality Coach

    May 2015 - Aug 2015

  • On loan : Floor Knowledge support

    Mar 2015 - May 2015
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  GICG

  Sept 2016 - Feb 2017

  Processing Executive

  Account executive at GICG – Global Information Consulting Group (September 2016till now)Job tasks: Assisting HR team in selection and hiring process. Audit Client's documents verifying data (facts, dates) using standard reference sources. Process and verify application forms and translated documents Arabic to English and viceversa) to detect and correct errors in translation. Issue "Revision feedback" on the reviewed documents received from clients. Complete citizenship application forms. 6- Communicate with clients professionally andtimely mannered. Manage electronic and telephone correspondence with clients and colleagues. Compile client's file with all the personal and business documents and information needed. Show less

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  Digital Works Company

  Mar 2017 - Nov 2020

  • Trainer

    Mar 2019 - Nov 2020

  • Subject Matter Expert

    Jan 2019 - Mar 2019

  • Quality Analyst

    Mar 2017 - Dec 2018
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  UX Centers

  Nov 2020 - Jun 2023

  Operational Knowledge Lead
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  INTELCIA

  Jan 2023 - now

  Training Manager