Fatma Selim

Quality & Customer Satisfaction: Implemented process improvements based on stakeholder feedback (customer service experience based on collated feedback) to enhance deliverables and ensure client satisfaction.

Stakeholder Management & Communication: Facilitated regular communication with clients (interacted with customers) to understand their needs, manage expectations, and build strong working relationships (personalize customer experience and build positive rapport).

Performance Monitoring & Reporting: Conducted regular performance analysis (weekly analysis) to track progress, identify potential roadblocks, and support team members in achieving their KPIs.

Resource Management & Team Support: Provided ongoing support and guidance to team members, ensuring they had the necessary resources and information to achieve the required objectives. Facilitated team meetings and workshops to promote collaboration and knowledge sharing.

• Monitored and managed productivity to achieve targeted goals and other financial and operational objectives.
• Leveraged business understanding and leadership skills to lead process improvement across internal and external groups.
• Developed compliance protocols to keep the team in line with the established standards.
• Prepared and shared daily, weekly and monthly reports and various ad-hoc reports concerning data findings with management.
• Worked with managers to understand and address diverse problems, consistently improving team performance and efficiency.

• Conducted research, analyzed data and submitted reports detailing findings.
• Answered phones and transferred callers to requested personnel or voicemail.
• supported new-comers with product knowledge
• handled escalations from UK customers
• resolved billing queries proposed by junior advisors

• Adapted to store needs by cross-training and moving between multiple roles.
• Liaised with customers in person, online and by phone.
• Addressed customer inquiries and concerns using extensive product knowledge.
• Arranged creative displays to attract incoming customers and spike curiosity.
• Handled customer complaints following company procedure.