Hala Shaker
Personnel Administration Assistant
Cairo
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
19
19
years of professional experience
Work History
Personnel Administration Assistant
Human Resources & Administration
05.2022 - Current
- Increased customer satisfaction by providing timely and professional responses to inquiries via phone, email, or in-person visits.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Reduced administrative workload for supervisors, managing calendar appointments and coordinating meeting logistics.
Acting Team Leader
Customer Care Department
01.2021 - 05.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Contact Center Supervisor
Customer Care Department
03.2017 - 05.2022
- Directed, guided, coached and mentored team of [Number] agents and surpassed individual and corporate goals.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
Contact Center Agent
Customer Care
09.2006 - 02.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services, and company information.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Education
Bachelor of Arts - English Arts
Omdurman Ahlia University
04.2001 -
Timeline
Personnel Administration Assistant
Human Resources & Administration
05.2022 - Current
Acting Team Leader
Customer Care Department
01.2021 - 05.2022
Contact Center Supervisor
Customer Care Department
03.2017 - 05.2022
Contact Center Agent
Customer Care
09.2006 - 02.2017
Bachelor of Arts - English Arts
Omdurman Ahlia University
04.2001 -
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