Sally-11825

Summary/Objective

The candidate presents herself as highly motivated with strong management and organizational skills, seeking opportunities to demonstrate efficiency and take on new challenges.

Work Experience

Lead CRM Processes

• September 2017 – Present
  • Managed projects from requirements gathering to launch.
  • Developed business processes for products, services, and promotions.
  • Owned the loyalty program and B2B processes.
  • Implemented operational workflows on CRM systems.
  • Conducted analysis of customer interfacing processes and recommended improvements.
  • Collaborated cross-functionally to implement changes and solve problems.
  • Reviewed social media responses and training materials.

Associate CRM Processes

• June 2016 – September 2017

Call Center Support Team

• August 2011 – June 2016
  • Increased first-line resolution percentage by analyzing data.
  • Provided training for new hires and created training materials.

Call Center Representative

• May 2010 – August 2011
  • Handled customer inquiries and complaints.
  • Upsold services to targeted customers.

Educational Background

• Bachelor of Science in Commerce
  • Bani-Suef University, 2009
  • Major: Accounting
  • Grade: Good

Courses Attended

• Project Management Diploma
  • RITI, July 2019
  • Covered various aspects of project management including integration, scope, schedule, cost, quality, resource, communication, risk, procurement, and stakeholder management using MS Project.
• Customer Service
  • Egyptian Banking Institute (EBI), January 2010
  • Focused on communication skills and customer interaction.
• Principles of Banking Operations
  • EBI, July 2008
  • Covered bank account management and prototype structures.
• ICDL Certification
  • Certified by UNESCO, January 2010
  • Demonstrated proficiency in basic computer skills.

Skills

Personal Skills:

• Strong interpersonal communication
• Organizational ability
• Ability to work under stress
• Fast learner

Computer Skills:

• Proficient in Windows
• Proficient in Microsoft Office
• Proficient in Internet usage

Language Skills:

• Native Arabic speaker
• Very good command of spoken and written English
• Beginner in French

Achievements/Awards

No specific achievements or awards are mentioned in the CV.

Publications/Presentations

No information provided in the CV.

Professional Memberships/Affiliations

No professional memberships or affiliations listed.

Career Progression

The candidate has demonstrated progression from call center representative roles to CRM associate and subsequently to lead CRM processes. The completion of a project management diploma indicates a commitment to professional development and readiness to take on more complex roles.

Consistency and Accuracy

The CV provides clear descriptions of roles and responsibilities across different positions, detailing specific tasks and accomplishments within each role.

Strengths

• Strong organizational and project management skills.
• Effective communication abilities.
• Proficiency in CRM processes and customer service.
• Quick learner with a willingness to take on new challenges.

Areas for Improvement

• Include specific achievements or measurable outcomes from work experiences.
• Consider adding professional affiliations or memberships related to customer service or project management.
• Provide more details on any publications or presentations, if applicable.

Soft Skills

• Interpersonal communication
• Organization
• Stress management
• Adaptability

Professional Summary

The CV of this candidate reflects a dedicated professional with a strong foundation in commerce and significant experience in CRM processes and customer service. With proficiency in project management and a commitment to ongoing education, she is well-equipped to contribute effectively to organizational goals. Her strong interpersonal skills and ability to thrive under pressure make her a valuable asset in roles requiring effective communication and organizational efficiency.