Passant Attia

Experience

• 

  Sanofi-Aventis Farmaceutica

  Oct 2007 - Oct 2009

  Patient Educator

  Assisting and educating diabetic patients with Lantos medication

• 

  Emaar Misr

  Oct 2017 - Apr 2019

  Senior Handover Executive

  • Conducting & assuring smooth communication with the client regarding the handover of his unit & his financial status while pushing to expedite handovers & minimize delays by accommodating customers’ requests.

• 

  Capital Group Properties

  Apr 2019 - now

  .Assist Customer Care director in planning and executing customer service functions..Plan, coordinate and assign daily workload to customer service team.Supervise team in providing excellent and outstanding services to customers..Ensure that team addresses customer inquiries and concerns promptly and professionally..Assist in resolving employee concerns and developing customer focused environment..Organize job training to team to meet departmental objectives..Ensure that the team follows company policies and procedures.Assist in employee recruitment, training, disciplining, performance evaluation, promotion and termination activities..Resolve escalated and complex customer issues on-time..Provide back-up assistance to team members when needed.. Preparing weekly, monthly, quarterly analysis.Deliver world class services to ensure customer satisfaction..Anticipate customer needs and deliver timely response to meet their expectations..Identify and resolve problems that affect customer service quality and efficiency..Recommend best practices to meet service level agreements and improve customer Show less Supervising day-to-day operations in the customer service department.• Responding to customer service issues in a timely manner.• Creating effective customer service procedures, policies, and standards.• Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.• Implementing an effective customer loyalty program.• Maintaining accurate records and documenting all customer service activities and discussions.• Handling clients’ inquiries, requests and complaints within an agreed SLA.• Attending walk in clients professionally to ensure a perfect customer approach.• Acting as point of coordination between client and other departments. (Finance, collection, Development and sales operation)• Maintaining consistent follow up on in hand cases and finalizing them within SLA.• Reviewing exceptions on weekly basis that requires management approvals and presented in weekly committees.• Ensuring accurate archiving of hard copies of all submitted requests and committee cases in soft copies and hardcopies forms..• Preparing monthly and yearly analysis• Handling all site tours complains and ensuring their resolution. Show less

  • Customer Care Manager

    Aug 2023 - now

  • Assistant Manager

    Apr 2019 - Aug 2023

  • Customer Care Assistant Manager

    Feb 2022 - Feb 2023

  • Customer Care Team Leader

    Aug 2021 - Feb 2022

  • Senior Client Relations Executive (CRM)

    Apr 2019 - Aug 2021
• 

  Horizon Egypt Developments

  Apr 2024 - now

  Senior Customer Care Manager