Magdy El-Hamaky
Senior Specialist, Contact Center Assistant
ALEXANDRIA
Summary
professional with a proven track record at Contact Financial Holding, excelling in customer relationship management and innovative problem-solving. Adept at enhancing team productivity and operational leadership improvements, I leverage strong communication skills and legal expertise to deliver tailored financial solutions and ensure high customer satisfaction. Fluent in Arabic and proficient in Microsoft Office .
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.
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
11
11
years of professional experience
1
1
Language
7
7
years of post-secondary education
Work History
Junior Lawyer (Trainee)
Law Firm – Egypt
05.2014 - 06.2016
- Drafted and reviewed legal contracts and documentation.
- Attended court sessions and followed up on case progress.
- Prepared legal memoranda and conducted legal research to support senior lawyers.
- Drafted legal documents, including pleadings, motions, and briefs, to advance clients'' interests in litigation matters.
Customer Service Representative & Direct Sales Exe
Mansour Group – Egypt
09.2017 - 09.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Delivered customer support and achieved sales targets.
- Engaged in promotional campaigns to expand customer base.
- Improved customer satisfaction through quick problem resolution and proactive communication.
Senior Specialist, Contact Center Assistant
Contact Financial Holding – Egypt
10.2019 - Current
- Managed credit and collection operations, ensuring compliance with company policies and procedures.
- Monitored client portfolios, conducted debt analysis, and proposed effective repayment plans to reduce delinquency rates.
- Negotiated settlements with clients to achieve company targets while maintaining positive relationships.
Organize and manage daily administrative tasks to ensure smooth operations. - Coordinate meetings and provide logistical support for management.
- Monitor and maintain files and data in accordance with company policies.
- Support teams in improving operational efficiency and achieving objectives.
- Identify areas for improvement, and implement strategies to achieve these objectives.
- Lead change through quality-oriented strategies to support operations in achieving short- and long-term goals.
- Build strong working relationships with clients through excellent customer service and proactive communication efforts.
- Enhance team productivity by implementing effective project management strategies.
- Handle client inquiries, and provide customized financing solutions.
- Efficiently handle complaints to ensure high levels of customer satisfaction.
- Monitor and implement financing operations in accordance with company policies.
- Support and train new employees on work systems and procedures.
Education
J.D. - Public Law
Alexandria University
Alexandria 09.2009 - 08.2016
Skills
Strong communication and customer relationship management
Negotiation, persuasion, problem-solving, and decision-making
Drafting and reviewing legal contracts and agreements
Preparing legal memoranda,and conducting legal research,
Providing legal advice and support to management
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Experienced in CRM systems and client data management
Innovation management
Root-cause analysis
Team collaboration
Continuous improvement
Languages
Arabic
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Timeline
Senior Specialist, Contact Center Assistant
Contact Financial Holding – Egypt
10.2019 - Current
Customer Service Representative & Direct Sales Exe
Mansour Group – Egypt
09.2017 - 09.2019
Junior Lawyer (Trainee)
Law Firm – Egypt
05.2014 - 06.2016
J.D. - Public Law
Alexandria University
09.2009 - 08.2016