Rawan Alaa Ezzat
Community Management Team Leader
Cairo
Summary
Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Team Leader Community
Madinet Masr Development
1 2023 - Current
- Handling complaints (Facility management, Community management, Construction, Projects)
- Handling Walk in’s / call center cases /sent complaints to the community management Email / inbound calls
- Site Inspections
- Auditing security violation report.
- Optimized community management budget by reallocating resources towards high-impact initiatives that delivered measurable value for the organization.
- Evaluated resident feedback to inform improvements in programming and community management practices continuously.
- Oversaw community management initiatives, fostering positive customer experiences and loyalty through prompt issue resolution and proactive engagement.
- Trained new team members on best practices for effective online community management.
- Ensured compliance with local regulations related to property management while maintaining good relations with neighbors and community officials.
Senior Community Executive
Madinet Masr
01.2022 - 01.2023
- Handling complaints (Facility management, Community management, Construction, Projects)
- Handling Walk in’s / call center cases /sent complaints to the community management Email / inbound calls
- Site Inspections
- Auditing security violation report.
Customer Care and Community Management Executive
Emaar Misr
08.2018 - 01.2021
- Handling complaints (Customer Care, Facility management, Community management)
- Handling SRs / walk-in’s
- Handling IHO / HO Cases.(implied Handover / Handover cases)
- Handling transfer cases.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Promptly responded to inquiries and requests from prospective customers.
Customer Service Trainee
QNB Bank
07.2017 - 08.2017
Finance Department Intern
GASCO
07.2016 - 07.2016
- Streamlined financial reporting processes by automating routine tasks using advanced Excel functions.
- Enhanced financial reporting accuracy by assisting with month-end closing processes and reconciliations.
Education
High School graduation -
NIS International School
Middle School Graduation - undefined
Cambridge International School IGCSE
Bachelor Degree -
College of Commerce - English Section, Ain Shams University
Skills
Hard worker
Active
Self-Motivated
Able to deal with people successfully
Able to work under pressure
Able to work as a member in a team
Interpersonal skills & energetic
Great communication skills
Very good knowledge of Microsoft office tools (word, excel and PowerPoint)
Excellent knowledge of the Internet and research skills
Quality Improvement
Nationality
Egyptian
Personal Information
- Date of Birth: 08/23/1996
- Nationality: Egyptian
- Marital Status: Married
Timeline
Senior Community Executive
Madinet Masr
01.2022 - 01.2023
Customer Care and Community Management Executive
Emaar Misr
08.2018 - 01.2021
Customer Service Trainee
QNB Bank
07.2017 - 08.2017
Finance Department Intern
GASCO
07.2016 - 07.2016
Team Leader Community
Madinet Masr Development
1 2023 - Current
High School graduation -
NIS International School
Middle School Graduation - undefined
Cambridge International School IGCSE
Bachelor Degree -
College of Commerce - English Section, Ain Shams University
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