Hajar Ibrahim Tawfik
Junior Project Management
Cairo
Summary
With a proven track record , I excel in project planning and stakeholder communication, enhancing service delivery and operational efficiency. Leveraging emotional intelligence and agile methodologies, I've significantly contributed to team success and process improvement, achieving notable sales conversions and customer satisfaction.
Overview
8
8
years of professional experience
Work History
Contact Center Representative
LIPS Healthcare
10.2024 - Current
- Handle inbound and outbound customer calls, providing address customer inquiries related to healthcare services.
- Effectively identify customer needs, offering solutions and promoting services, leading to a significant increase in sales conversions.
- Collaborate with the sales team to meet and exceed targets by providing real-time support and contributing to team success.
- Utilize problem-solving and communication skills to resolve customer concerns quickly and efficiently, maintaining high customer satisfaction levels.
- Actively participate in team meetings to discuss sales strategies, customer feedback, and process improvements to optimize customer service operations.
Customer Service Representative
Teleperformance
03.2024 - 10.2024
- Provide high-quality customer support, addressing inquiries and resolving issues efficiently to ensure customer satisfaction.
- Handle a high volume of calls and service requests, utilizing strong communication skills to understand client needs and deliver solutions.
- Act as a liaison between customers and the company, managing expectations, troubleshooting issues, and ensuring timely follow-up.
- Utilize problem-solving skills to handle escalated issues, ensuring resolution in a timely manner while maintaining a positive customer relationship.
- Apply project management principles when assisting in customer-related initiatives, ensuring effective communication and task prioritization.
Branch Senior Lead
Alfa Care
09.2022 - 03.2024
- Spearheaded day-to-day branch operations, managing staff, resources, and resolving issues to ensure optimal service delivery.
- Developed detailed project plans, including defining tasks, resource allocation, and assembling teams to execute key projects related to clinic service quality.
- Regularly communicated project expectations to internal stakeholders and team members, ensuring alignment on goals, timelines, and responsibilities.
- Led workshops and training sessions to increase team productivity and improve operational processes.
- Managed risk by proactively identifying potential issues, developing mitigation plans, and taking corrective actions to keep projects on track.
- Implemented systems to track project milestones, resource availability, and budget, reporting on progress to senior management.
Senior Physiotherapist
Alfa Care
08.2019 - 09.2022
- Managed and coordinated the rehabilitation of orthopedic and musculoskeletal cases.
- Collaborated with other healthcare professionals and departments to develop integrated treatment plans, aligning patient care goals with clinic operational objectives.
- Led initiatives to optimize service delivery through process improvements, aligning clinical tasks with overall clinic goals.
Physiotherapist
Alfa Care
08.2017 - 08.2019
- Managed acute and chronic conditions with full understanding regarding complex therapy needs.
- Educated patients on injury prevention strategies, promoting long-term health and wellbeing.
- Managed patient treatment documentation and effectively communicated progress with medical teams, ensuring a seamless service delivery experience.
Education
Google Project Management Certificate Coursera - Project Management
Google Project Management Certificate Coursera
Google 04.2001 -
Skills
Project Planning & Resource Management
Communication and Emotional intelligence
Team Leadership & Stakeholder Communication
Task & Deadline Management
Agile & Scrum Methodologies
Project Documentation & Reporting (MS Projects, Spreadsheets)
Budget Management & Cost Control
Process Improvement & Quality Assurance
Timeline
Contact Center Representative
LIPS Healthcare
10.2024 - Current
Customer Service Representative
Teleperformance
03.2024 - 10.2024
Branch Senior Lead
Alfa Care
09.2022 - 03.2024
Senior Physiotherapist
Alfa Care
08.2019 - 09.2022
Physiotherapist
Alfa Care
08.2017 - 08.2019
Google Project Management Certificate Coursera - Project Management
Google Project Management Certificate Coursera
04.2001 -