Sarah Essam Fouad

1- Handle all CRM cases returned from departments due to missing data.
2- Handle pending complaints.
3- Make booking for call center card installments.
4- Responsible for enterprise call center.
5- Handle backoffice and payroll mail box.
6- Provide call center management by the required reports

• Deliver bank products & Knowledge to new candidates for call center
• Manage new candidates during nesting period. (Act as team leader)
• Handle escalation calls
• Support for the contact center and branches
• Sales outbound for (Card installments & digital banking products)
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• Supported sales team members to drive growth and development.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
• Mentored junior team members and managed employee relationships.

• Handle premier customer only
• Handle mail box between call center, branches and other departments.
• Processed and sent invoices, adjustments and credit memos to customers.
• Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
• Tracked chargeback activity to identify best practices for determining fraud.
• Handle Fraud cases.

• Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Documented customer correspondence in CRM to track requests, problems and solutions.
• Helped clients navigate online systems within established frameworks to obtain services.
• Returned customer calls in established turnaround time to meet company objectives.
• Investigated and solved routine and complex customer issues to earn repeat business.

• Identified issues, analyzed information and provided solutions to problems.
• Exceeded goals through effective task prioritization and great work ethic.
• Worked closely with [job title] to maintain optimum levels of communication to effectively and efficiently complete projects.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.