Salma Ahmed
Sheikh Zayed
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
6
6
years of professional experience
Work History
After-Sale Support
Ulike
05.2024 - Current
- Customer Support: Provide timely and effective support to customers via Zendesk, addressing inquiries related to orders, returns, and product issues.
- Issue Resolution: Collaborate with cross-functional teams to investigate and resolve customer issues efficiently, ensuring customer satisfaction.
- Order Management: Utilize ERP systems to track and manage order fulfillment, returns, and inventory discrepancies.
- Shopify Proficiency: Assist customers with Shopify-related inquiries, including account management, product information, and order status.
- Training and Support: Provide training and support to new team members on Zendesk, ERP, and Shopify systems.
Collections Agent Back Office Support
GSC HSBC Cairo
09.2021 - 04.2024
- Debt Management: Monitor customer accounts to identify outstanding debts and initiate appropriate collection efforts.
- Issuing Letters: Prepare and issue formal collection letters to customers regarding overdue accounts, payment reminders, and notices of potential actions.
- Claims Processing: Handle the issuance and tracking of claims related to customer accounts, ensuring all relevant documentation is completed accurately.
- Assessment of Doubtful Accounts: Analyze accounts to determine the status of bad and doubtful debts, recommending appropriate actions for recovery or write-off.
- Collaboration: Work closely with the collections team to develop strategies for improving collection rates and minimizing bad debt.
- Compliance: Adhere to company policies and legal regulations regarding collections practices.
COLLECTIONS SERVICE EXECUTIVE
GSC HSBC Cairo
07.2020 - 08.2021
- Account Management: Manage a portfolio of live, current, and overdue debit balance customer accounts through inbound and outbound calls, as well as other communication channels.
- Customer Communication: Contact customers to inform them of delinquency, encourage on-time payments, and assist in setting up payment plans that promote good credit.
- Payment Processing: Process customer payments, account adjustments, and refunds where appropriate, ensuring accuracy and compliance with company policies.
- Process Improvement: Assess and suggest updates to departmental processes based on daily activities to enhance the collections workflow and customer experience.
- Escalation Management: Facilitate and document escalations to the Collections Manager for accounts requiring additional attention or intervention.
- Performance Targets: Meet individual performance targets while contributing to the overall productivity and success of the collections team.
CUSTOMER SERVICE ENGAGER
SHENZHEN GLOBALEGROW E- COMMERCE
02.2019 - 06.2020
- Customer Interaction: Answer customer inquiries via chat, email, and social media, delivering accurate and timely information regarding products, orders, and services.
- Software Utilization: Utilize various software, databases, scripts, and tools effectively to manage customer interactions and maintain accurate records.
- Problem Resolution: Identify and resolve customer issues promptly, providing clear explanations and follow-up as necessary.
Education
Bachelor of Accounting -
Cairo University
Commerce-English Section 04.2001 -
Skills
MS Office(MOS Master)
Fluent in English (B2)
Beginner French (A1)
Problem-Solving
Time Management
Adaptability and Flexibility
Customer Service
Additional Information
Birthrate: 12 September 1997
Marital Status: Single
Timeline
After-Sale Support
Ulike
05.2024 - Current
Collections Agent Back Office Support
GSC HSBC Cairo
09.2021 - 04.2024
COLLECTIONS SERVICE EXECUTIVE
GSC HSBC Cairo
07.2020 - 08.2021
CUSTOMER SERVICE ENGAGER
SHENZHEN GLOBALEGROW E- COMMERCE
02.2019 - 06.2020
Bachelor of Accounting -
Cairo University
04.2001 -
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