Walaa Hammad
Cairo,Egypt
Summary
I want a highly rewarding career where I can use my skills and knowledge for organizational and personal growth, I am seeking a company where I can use my experience and education to help the company meet and surpass its goals.
Overview
16
16
years of professional experience
Work History
Dispatcher
Talabat Egypt
02.2021 - Current
- Handling the riders’ issues that might reflect on the delivery process
- Addressing problems and requests by transmitting information or providing solutions
- Contact our riders, vendors, and customers to solve any issue that might happen in the orders stages
- Support local and regional teams to proactively improve the delivery experience of our customers
- Ability to multi-task, prioritize, and manage time effectively
- Take ownership of each escalation
- Managing administration, communicating, and coordinating with internal departments if needed
- Handling any other tasks as assigned from time to time by any Leader
- Implementing new procedures and administrative systems.
Partner Care
Talabat Egypt
02.2020 - 02.2021
- Manage large amounts of incoming phone calls
- Identify and assess vendor’ needs to achieve satisfaction
- Provide accurate, valid, and complete information by using the right methods/tools
- Handle vendor complaints, and provide appropriate solutions and alternatives within the time limits
- Follow communication procedures, guidelines, and policies
- Ability to multi-task, prioritize, and manage time effectively
- Take ownership of each escalation
- Managing administration, communicating, and coordinating with internal departments if needed
- Handling any other tasks as assigned from time to time by any Leader
- Implementing new procedures and administrative systems
- Always go the extra mile to provide excellent customer service.
Receptionist
Tips&Toes Beauty Salon
UAE
08.2017 - 08.2019
- Acting as the first point of contact in the Spa, greeting clients and visitors in a friendly, professional manner
- Always going the extra mile to provide excellent customer service
- Answering incoming calls, Sending and receiving office mail
- Processing payments
- Scheduling and confirming appointments
- Creating and maintaining client files
- Acting as a shift leader and handling customers' complaints
- Handling any other tasks as assigned from time to time by any Leader
- Making decisions on the spot according to the following process
- Implementing new procedures and administrative systems
- Ability to Microsoft Office programs (Excel, PowerPoint, Word, Outlook)
- Had experience of 2 years in the country.
Sales Team Leader - Retail
Vodafone Egypt
09.2011 - 07.2017
- Lead the staff on a shift-to-shift basis, to carry out the Retail objectives and achieve the store’s sales targets in addition to maintaining a high level of customer satisfaction
- Motivate staff members to up-sell and cross-sell Vodafone products & services
- Monitor the quality of sales & improve the closure rate
- Ensure appropriate service is constantly given to all customers
- Effective customer complaints handling and decreasing them
- Ensure the quality of delivering consumer and enterprise Customer Care activities
- Cash Handling variance reports and taking corrective and preventive actions
- Handling the cash end-of-day processes and delivering
- Adherence to all cash operation policies & procedures
- People Manage and develop the team’s performance
- Consistent feedback in all directions
- Setting a tailored development plan for each staff member
- Recognize the team’s efforts
- Performing monthly staff observation, monthly one-to-one with team members, and coaching sessions.
Customer Service Representative
Vodafone Egypt
09.2007 - 09.2011
- Guiding in areas of professional matters as requested or needed
- Applying the FVR concept for all customer inquiries
- Prioritizing and achieving multiple tasks, establishing and meeting deadlines
- Follow up on all customer-related issues and provide timely feedback to Vodafone Egypt High Customers
- Adhere to Customer Operations Department policies and procedures
- Provide customers with superior recommendations and actions, and be a driver for customer satisfaction and Loyalty
- Perform standardized activities and tasks efficiently and effectively
- Handle and retain all the customers’ complaints within the SLA
- Explore the required negotiation skills for making payment deals when needed
- Create a smooth communication channel with different departments to resolve customer problems
- Implement high-quality standards for Customers.
Education
Faculty of commerce - Accounting -
Cairo University, Egypt
06.2004
Skills
- Paperwork Processing
- Complaint Resolution
- Customer Relationship Management (CRM)
- Schedule Management
- Office Management
- Administrative Support
- Data Entry
Languages
Arabic
First Language
English
Upper Intermediate (B2)
B2
Timeline
Dispatcher
Talabat Egypt
02.2021 - Current
Partner Care
Talabat Egypt
02.2020 - 02.2021
Receptionist
Tips&Toes Beauty Salon
08.2017 - 08.2019
Sales Team Leader - Retail
Vodafone Egypt
09.2011 - 07.2017
Customer Service Representative
Vodafone Egypt
09.2007 - 09.2011
Faculty of commerce - Accounting -
Cairo University, Egypt
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