Fatma Galal Hassan

As a Team Manager in the Banking Account , I'm responsible for leading, coaching, and motivating a team of customer service representatives to deliver exceptional service to our clients. My role involves overseeing daily operations, ensuring compliance with banking policies and procedures, managing performance metrics, and implementing strategies to continuously improve customer satisfaction and operational efficiency. As a Team Manager in Concentrix first banking account I played a critical role in the hyper-care phase of the service launch of the account.

Also I have successfully managed the launch of new Line of business the 'Conversational Banking (Chat)' . I was fully responsible for training the new agents and assuring the quality of their interaction , I was fully responsible about everything in the Launching phase and for 4 waves . My team and I exceeded performance targets while ensuring client satisfaction .

As a Senior Customer Service Agent for the travel account, I played a critical role in assisting with the launch of a new Line of Business (LOB) while maintaining exceptional service delivery to my colleagues , Mentored junior agents, offering guidance on complex customer inquiries, helping to develop their skills, and fostering a collaborative team environment.

Actively participated in the development and launch of a new Line of Business, contributing to strategy execution, process optimization, and ensuring a seamless integration with existing services.

• Led and mentored a team of customer service representatives, ensuring adherence to company policies and best practices for exceptional customer experience in the transportation sector.
• Delivered training sessions to onboard new hires and continuously improve the skills of existing agents, enhancing their ability to resolve customer inquiries efficiently and professionally.
• Monitored team performance, providing real-time feedback, performance assessments, and coaching to achieve KPIs, improve customer satisfaction, and foster team development.
• Acted as an escalation point for complex customer issues, resolving inquiries related to logistics, shipments, and transportation operations to maintain high customer retention.
• Collaborated with cross-functional teams (operations, logistics, technical support) to streamline processes, address customer concerns, and improve service delivery.
• Analyzed customer feedback and performance data to identify trends, implementing process improvements that contributed to overall operational efficiency.
• Supported the development and enhancement of customer service protocols, ensuring the team delivered consistent, high-quality service across all channels.

• Enhanced transcript accuracy by meticulously proofreading and editing transcriptions for grammar, punctuation, and formatting.
• Maintained strict adherence to client confidentiality by securely handling sensitive documents and audio recordings.
• Collaborated proactively within a team setting to complete large-scale projects within tight deadlines without compromising quality standards.
• Met all confidentiality guidelines as directed by company.

As an English Instructor, I was responsible for teaching English language skills to students of varying proficiency levels. My role involved creating and delivering engaging lessons, assessing student progress, and fostering a positive learning environment to improve students' language abilities in reading, writing, speaking, and listening.