Work History
Education
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Personal Information
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Interests
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Wafaa Fadel

Wafaa Fadel

Customer Service Represintative
6 of October City

Work History

Security & Resilience Coordinator-Booking Account

Concentrix Egypt
Smart Village
1 2022 - Current
  • Overlooking customers complains, reviews and feedbacks
  • Overlooking partners complains, review replies and complains
  • Detecting all the present behaviors that are related to the LOB scope within the overlooked sources
  • Triaging the cases based on the LOB criteria
  • Escalating the validated cases to the related team to conduct investigation and release the proper action if required
  • Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
  • Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Always met the monthly quality target of 95% and in many cases exceeded the 98%.

Customer Service Agent-Booking

Concentrix Egypt
Smart Village
06.2021 - 01.2022
  • Maintaining positive, empathetic, and professional attitude toward customers at all times
  • Responding promptly to customer inquiries
  • Communicating with customers through various channels
  • Acknowledging and resolving customer complaints
  • Processing orders, forms, applications, and requests
  • Communicating and coordinating with colleagues as necessary
  • Ensure customer satisfaction and provide professional customer support
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Responded to customer requests for products, services, and company information.
  • Assisted in training new hires, sharing best practices for effective customer service delivery.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

CEO Office Manager & MFU-Responsible

6th Of October Custom Storage Company(CSC)
12.2019 - 06.2021
  • Dealing with correspondence, complaints and queries
  • Preparing letters, presentations and reports
  • Supervising and monitoring work of administrative staff
  • Liaising with staff, suppliers and clients
  • Implementing and maintaining procedures/office administrative systems
  • Delegating tasks to junior employees
  • Ensuring that health and safety policies are up to date
  • Preparing meetings
  • Receiving maintenance orders, following up them until entire closure
  • Following up civil protection team of company and helping in maintaining all their daily, weekly and monthly tasks achieved
  • Created positive work culture, resulting in increased employee satisfaction and retention rates.
  • Achieved company growth by implementing strategic plans and streamlining operations.

Assistant Project Manager

GIS Research Center
  • Assisted sales team with completing customer transactions and managing issues
  • Partnered with sales team members and leveraged strong negotiation skills to close tough deals with clients
  • Trained new associates in successful sales and performance strategies
  • Conducted monthly sales meetings to discuss business opportunities, strategies and alleviate issues
  • Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals
  • Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations
  • Demonstrated exemplary customer service by engaging clients on sales floor
  • Liaised between customer and product development team to recommend product improvements
  • Researched new products and services to drive revenue and support short and long term strategies
  • Strengthened sales representative performance by applying excellent program and project leadership skills
  • Trained and mentored employees to grow sales market and increase customer satisfaction
  • Attracted new clientele and developed customer relationships by hosting product-focused events
  • Designed innovative marketing strategies to boost market penetration, increasing and operating profit margin
  • Generated quaternary sales report to help sales representatives make effective decisions and sales plans
  • Coached sales teams both collectively and individually to help each employee to achieve monthly goals
  • Designed several marketing ads and WhatsApp massages to increase marketing presence all time and to announce new services and products on large scale in short time
  • Created social media marketing plans
  • Suited periodically situation follow up reports in order to monitor strength points and encourage them, observe weakness points and create solutions to eliminate them
  • Created documentary systems to record each accomplished step in constitution
  • Assisted in research project formulation from idea to pre-doing stage
  • Managed subcontractor relationships effectively to ensure quality workmanship within deadlines and budgets.
  • Developed and maintained project documentation for reliable records.
  • Assisted in successful completion of projects by coordinating tasks, monitoring progress, and maintaining documentation.
  • Aided in achieving project objectives through diligent monitoring of timelines, milestones, and deliverables.
  • Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.
  • Partnered with project team members to identify and quickly address problems.
  • Identified and resolved risks to minimize project disruption.
  • Ensured client satisfaction through consistent communication, providing updates on progress and addressing concerns promptly.
  • Minimized disruptions during construction projects by closely coordinating site logistics such as materials delivery, equipment storage, and personnel access.
  • Planned, monitored and analyzed project costs to meet financial goals.
  • Documented project progress to fulfill project requirements and establish traceability.
  • Delivered high level of service to clients to both maintain and extend relationship for future business opportunities.
  • Enhanced team collaboration through regular meetings, clear communication, and shared goal-setting.
  • Played key role in resolving conflicts between team members or stakeholders that could potentially delay projects or increase costs.
  • Led team meetings to assess project progress and plan appropriately to meet delivery targets.
  • Enhanced team performance with targeted training sessions based on skill gaps identified.

Scientific Advisor

GIS Research Center
10.2017 - 11.2019
  • Received researchers inquiries about their scientific papers and gave advises about the best techniques that could be followed, estimated budget of their projects and how to chose the best products to purchase
  • Helped to organize and analyze researchers laboratory results in a scientific writing way
  • Studied market needs from educational workshops and organized a couple of them including, western blotting, qualitative & quantitative PCR, monoclonal antibodies, bioinformatics, epigenetic and miRNA workshops which have been introduced by well known speakers and professors from different universities and research facilities
  • Prepared a presentation about a preliminary scientific project idea using CRISPR\Cas9 technique with the subject of 'Myostatin Knockout by CRISPR-Based technique in Bos Taurus Primigenius'
  • Practiced several laboratory techniques in molecular biology field such as: DNA & RNA extraction from a wide range of different samples including blood, serum, bacteria, fungi, yeast, plant and fish using either manual extraction by kits or CTAB method or by using automated extractor machine (Zinext & Kingfisher)
  • Conventional PCR & Gel Electrophoresis
  • RAPD PCR
  • Methylation Conversion using specified kits
  • Gene Expression analysis on different real time devices including PikoReal and Mygo Pro real time PCR
  • Cloning (By using NEB Kits)
  • Slight practice on SDS PAGE analysis
  • Insilco design of CRISPR/Cas9 Genome Editing tools
  • Insilco design of primers for either conventional, realtime or methylation applications
  • Prepared a laboratory reference including all the troubleshooting problems that faced during lab practice and their solutions
  • Performed monthly stocking operation for the laboratory needs from supplies, chemicals, instruments, plastic wares, glass wares……etc., beside managing the purchasing of the shortfalls

Product Specialist

Sigma Scientific Services Co.
11.2015 - 09.2017
  • Planed and arranged outdoor meetings with customers for marketing purposes
  • Managed indoor activities from price offer makings and customer follow up
  • Intensive products studying before marketing them
  • Planed product marketing according to market needs, customer needs and each product was directed to its particular customer
  • Fulfilled customer needs along with their complete transaction process
  • Continued with after selling service with customer to ensure no problems are around and to build good reputation about sold products
  • Boosted customer retention by providing exceptional product support and addressing user concerns.
  • Researched product's technical specifications and accurately communicated information.
  • Logged phone numbers and email addresses to contact customers for follow-ups.
  • Reviewed and analyzed customer feedback, incorporating valuable suggestions into future product iterations.

Education

Bachelor of Science - Biotechnology

Cairo University
Faculty Of Agriculture
04.2011 - 01.2015

Skills

Team leadership

Personal Information

  • Place of Birth: Dubai-Emirates
  • Date of Birth: 11/18/92
  • Nationality: Egyptian
  • Marital Status: Married
  • Religion: Muslim

Additional Information

Successfully completed the following courses using "Concentrix University online learning & Development Modules"

  • PDGN1051GLEN - Leaders of the Future: Phase I (Aspiring To Be)
  • LDGN2101GLEN - Journey to Leadership - Part Two - ILT
  • LDGN2100GLEN - Journey to Leadership - Part One
  • Keeping Your Coachee Committed and Accountable
  • Creating a Coaching at Scale Program
  • Coaching, Feedback, and Making Choices
  • Coaching Techniques That Inspire Coachees to Act
  • Building and Delivering a Great Virtual Presentation

Certification

Best Employee of the Department for the year 2016

Interests

Novel Writing

Horse Riding

Timeline

Customer Service Agent-Booking

Concentrix Egypt
06.2021 - 01.2022

CEO Office Manager & MFU-Responsible

6th Of October Custom Storage Company(CSC)
12.2019 - 06.2021

Scientific Advisor

GIS Research Center
10.2017 - 11.2019

Product Specialist

Sigma Scientific Services Co.
11.2015 - 09.2017

Bachelor of Science - Biotechnology

Cairo University
04.2011 - 01.2015

Security & Resilience Coordinator-Booking Account

Concentrix Egypt
1 2022 - Current

Assistant Project Manager

GIS Research Center

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Wafaa FadelCustomer Service Represintative