Fady Ramzy

Experience

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  E& UAE

  Jan 2009 - Mar 2011

  Etisalat offshore customer service agent

   Work hard to make customers lives easier and more enjoyable. Help people to decide what types of products would suit their needs perfectly. Handling customer objections in a very professional attitude. Entering information into the computer while speaking to customers.

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  Vodafone

  Mar 2011 - May 2011

  Vodafone high value customer service advisor

   Supporting premium and platinum customers. Handling customers problems and solve it. Follow up with customers.

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  Consumer protection agency cpa

  Nov 2011 - now

  Customer Service Advisor

   Handling and registering consumer's complaints. Following up with consumers who registered their complaints. Receiving the attached documents (Faxes and E-mails) sent by the consumers. Coordinating with the other departments to insure that the complaints are delivered.

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  British Council

  Sept 2017 - now

  -Timetabling and scheduling classes for adults & YL courses.-Utilizing teachers to reach required targets, fulfill cover duties each according to their contract and utility hours.-Communicating all plans, timetables and schedules to teachers and managers via email and telephone.- Planning/using new tools to cope with virtual learning, myClass & Yl Platform during Covid-19 time.-Delivering online training to team members (TCMS, EO, MyClass).- Manage Team Rota.- keep a record of teachers Utility and updating teachers status sheets on weekly basis. Show less -Assists with the day to day logistics of the Teaching Centre including timetabling, cover and duty rota using agreed templates-Deals with arranging cover for teachers and YLAs during teaching sessions-Assists with academic processes such as attendance, academic records, reports and certificates according to product and service guidelines ensuring compliance with TCMS academic management policies and processes-Develops good working relationships with appropriate colleagues throughout the British Council to facilitate effective and efficient service delivery.-Assisting in office administrative tasks such as, but not limited to, clerical work, filing, , scanning, archiving, updating documents and data bases-Maintains accurate records as they relate to the work area -Assist the Marketing Officer with maintaining records of promotional materials-Assists with the Monitoring of small-scale resources/cash/stock, following established procedures and ensures that equipment and materials are available and ready to use when needed. Show less -Answering all incoming calls through our call centre to corporate customer care standards.-Respond to telephone enquiries that need following up within 12 hours unless research is required,and the enquiry cannot be answered immediately.-Reports and call logs need to be maintained and updated on daily basis.-Dealing with ‘first level’ customer complaints and suggestions to agreed standards.-Recording statistics relating to enquiries accurately and to agreed standard •-Respond to emails and written enquiries within 2 working days •-Refering difficult/complex accreditation related enquiries that cannot be dealt with satisfactorily to Customer Service Officer and ensure that information is delivered to the enquirer within 3 working days •Sales and customer service for the Teaching Centre and Exams products and services (cross-selling). •Administrative support to the Teaching Centre and Exams.•Dealing with general British Council enquiries. Show less

  • Teaching Operations Manager

    Mar 2023 - now

  • Teaching Operations Coordinator, Deployment

    Feb 2020 - now

  • Teaching Operations Assistant, Deployment

    Jun 2019 - Feb 2020

  • Customer Service Assistant

    Sept 2017 - Jun 2019