Randa ElMaghraby

Experience

• 

  Barclays

  Feb 2014 - Nov 2014

  Customer Service Representative

  Processed account-related requests such as account openings, closures, and updates to customer information, ensuring compliance with bank policies and procedures.Processing cheques, cash and direct debit payments and withdrawals, Maintain call Centre database by entering information.promoting and selling financial products and services to customers.

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  Du

  Dec 2014 - Dec 2015

  Customer Service Representative

  Dealing with customers enquiries and receive their suggestions.Ensure that all customers' requests and complaints are received and handled efficiently in a way that exceeds our customers' expectations.Migrate customers' line from Enterprise to consumer or Postpaid to Prepaid and vice versa.

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  National Bank of Egypt (NBE)

  Apr 2016 - Aug 2016

  Customer Service Representative

  Promoting and selling financial products and services to customers.Managed a high volume of inbound customer inquiries related to bank accounts, including savings, checking, and credit accounts.Resolved customer issues and complaints promptly and effectively, utilizing knowledge of banking products and services.

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  Showtime Networks Inc.

  Aug 2016 - Apr 2017

  Senior Customer Care Representative

  Provided exceptional customer service to clients, handling inquiries, resolving issues, and ensuring customer satisfaction.Demonstrated expertise in handling VIP clients

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  Careem

  Apr 2017 - Nov 2018

  Senior Customer Service Representative

  Addressing intricate issues related to bookings, cancellations, payments, and other services.Implementing feedback systems to gather customer insights, using data to inform service improvements and drive customer loyalty.Guiding customers through app usage, troubleshooting issues, and offering technical support.Providing guidance, training, and support to less experienced team members.Ensuring that customer service standards are maintained across the team.

• 

  Lucky Financial

  Dec 2018 - Oct 2024

  Analyzed performance metrics to track team productivity and effectiveness, contributing to a 37.5% boost in overall efficiency.Maintained complaint and nonconformance processing through records and tracking systems, including root causes and corrective actions.Documented quality assurance activities with internal reporting and audits.Developed new standards for production and design, creating testing protocols for implementation across all service lines.Planned, executed, and oversaw inspection and testing of incoming and outgoing products to confirm quality conformance to specifications and deliverables.Assisted operations and local quality function in tracking, documenting, and reporting quality levels as well as CSR, environmental, and health and safety goals/KPIs.Analyzed and investigated product complaints or reported quality issues to ensure closure by company guidelines and external regulatory requirements.Developed and updated company complaint and inspection procedures to ensure capture and investigation, as well as proper documentation of complaints.Monitored risk-management procedures and maintained problem logs to identify and report recurring issues to management and product development.Provided training and support to the quality assurance team on systems, policies, procedures, and core processes. Show less Identifying trends and patterns in customer complaints and suggestions.Generating reports on customer satisfaction metrics, service performance, and key performance indicators.Offering data-driven recommendations to improve customer service operations. Actively seeking and addressing customer feedback to improve service quality.Keeping up-to-date with new financial products, regulations, and industry trends.Sharing knowledge and expertise with team members to ensure they are well-equipped to provide excellent customer service.Adhering to regulatory requirements and company policies to mitigate risks.Detecting and reporting suspicious activities to prevent financial losses. Show less

  • Quality Assurance Specialist

    Feb 2021 - Oct 2024

  • Senior Customer Service Representative

    Dec 2018 - Jan 2021