PowerApp
Aisha Abdel-Naby
-
Cairo
Overview
4
4
years of professional experience
3
3
Languages
Work History
HR Resourcing
VOIS
10.2023 - Current
- Manage end-to-end recruitment processes including job posting, candidate sourcing, screening, interviewing, and offer negotiation.
- Utilize various sourcing channels such as job boards, social media,, and employee referrals to attract top talent..
- Coordinate and schedule interviews, ensuring a seamless candidate experience throughout the recruitment lifecycle.
- Support employer branding initiatives to enhance the company’s reputation as an employer of choice.
Trainer in Kabel Deutschland Account
VOIS
09.2023 - 10.2023
- Delivered comprehensive training programs on Vodafone systems, tools, and processes to new hires and existing staff.
- Conducted sales support training, focusing on product knowledge, upselling techniques, and handling objections to improve performance.
- Facilitated communication skills workshops to enhance both verbal and written communication for customer-facing employees.
Floorwalker in Kabel Deutschland
VOIS
02.2022 - 09.2023
- Conducted daily virtual briefings for both Turkish and Egyptian teams to deliver essential updates, process changes, and daily focus points.
- Provided support to agents by answering customer-related queries, resolving escalations, and offering real-time guidance.
- Assisted team members in handling complex customer interactions to ensure high-quality service delivery.
- Delivered performance coaching to help agents improve call handling, achieve KPIs, and meet or exceed sales targets.
- Acted as a bridge between operations and support departments, ensuring smooth communication and immediate issue resolution.
- Identified knowledge gaps and provided ad-hoc training or refreshers based on floor observations.
- Encouraged best practices in customer service and sales techniques, supporting both individual and team success.
- Monitored live calls and provided instant feedback to ensure alignment with quality standards and customer satisfaction goals.
- Trained staff on effective customer service techniques, including handling difficult situations, active listening, and empathy to ensure high customer satisfaction.
- Developed training materials, manuals, and job aids tailored to the Kabel Deutschland account.
- Assessed trainee performance through role plays, quizzes, and on-the-job evaluations, providing feedback and coaching as needed.
- Collaborated with team leads and quality assurance to identify skill gaps and customize training accordingly.
- Supported continuous learning through refresher sessions and one-on-one coaching.
Customer Service Representative and Sales Agent
VOIS
09.2021 - 02.2022
- Managed inbound and outbound customer interactions for an international client base, delivering high-quality support in both German and English as needed.
- Handled complex customer queries, complaints, and escalations with professionalism and efficiency, ensuring a high level of customer satisfaction.
- Promoted products and services to existing and potential customers, consistently meeting or exceeding sales targets and KPIs.
- Provided expert advice on account-related issues, billing, technical support, and service upgrades.
- Maintained up-to-date knowledge of international products, services, and policies to deliver accurate and timely information to customers.
- Collaborated with cross-functional teams to resolve issues, improve customer journeys, and enhance overall service delivery.
- Participated in regular training sessions to stay current with updates, system changes, and compliance requirements.
Education
Bachelor of Arts - Sociology
Ain Shams University
Cairo 04.2001 -
Skills
- Strong Communication Skills
(verbal & written across different cultures) - Team Collaboration & Cross-Functional Support
- Adaptability & Flexibility
(working across roles and regions) - Leadership & Coaching
(mentoring team members, leading briefings) - Problem-Solving
- Customer-Centric Mindset
- Time Management & Multitasking
- Attention to Detail
- Recruitment & Talent Acquisition
- Escalation Handling & Conflict Resolution
- Multilingual/Multicultural Communication
Software
Excel
Power point,etc
Timeline
HR Resourcing
VOIS
10.2023 - Current
Trainer in Kabel Deutschland Account
VOIS
09.2023 - 10.2023
Floorwalker in Kabel Deutschland
VOIS
02.2022 - 09.2023
Customer Service Representative and Sales Agent
VOIS
09.2021 - 02.2022
Bachelor of Arts - Sociology
Ain Shams University
04.2001 -