Nirvana Nour Eldin Selim Email & Phone Number

Cairo, Cairo Governorate, Eg

Egypt

• I’m working as a Senior quality evaluator in a banking account, based in UAE.• Monitoring, evaluating, and auditing inbound calls and SMEs outbound calls.• Coaching my team about their calls to help them improve their performance.• Making a quality session to the new waves to give them overview about the quality and how to achieve great scores.• Making a quality refreshers sessions on the most impacted topics.• Making a mock calls and certification to the new hires.• Doing all the gauge tasks such as RTRs on my team and conducting calibration with all the stakeholders.• Acting as a quality supervisor when my manger is on leave. (Delegate)• Supervising a group of 4 Sr. quality evaluators.• Handling all the escalations that comes from the client.• Interacting with the client in the WBRs, presenting the quality performance.• Sending all the reports which is related to the quality scores.• Sharing analysis with the operations and the training department to put action plan together.

Egypt

• I worked as a trainer on task beside my job, in a banking account based in UAE.• I used to send a daily report to the management about the trainees behavior, learning abilities, adherence and language proficiency.• I managed a class of 22 people in a different age.• I made sure to manage the team in a very professional way to make sure that the training environment is healthy.• I provided a product knowledge training to the trainees using all the resources provided by the client.• I was accountable for their performance once they hit the floor.• I assisted the trainees to activate their credentials and system tools.• I coached the trainees and prepared them to the company and the account rules.

Egypt

• I worked as a Senior quality evaluator in a telecommunication account, based in UAE, complaint handling department.• Monitored, evaluated, and audited a lot of inbound, outbound calls and complaints.• Coached my team about their calls to help them improve their performance.• Made a quality session to the new waves to give them overview about the quality and how to achieve great scores.• Made a quality refreshers sessions on the most impacted topics.• Participated in the calibration calls with all the stakeholders.• Supported management with a feedback and new ideas to meet the expectations.

Egypt

• I worked as a mentor in a UK retail account.• I supported new hires and helped them to navigate the system. • Handled a lot of escalation calls and chats in a very professional way.• Handled a lot of frustrated customers and managed to calm their down by offering additional products, services or giving compensations.• Listened to the team calls and reviewed their chats to coach them about it.• Used the tools to assist my team and the customers.

Egypt

• I worked as a support associate in a retail UK account.• Used to assist UK customers in tracking their orders, recommend alternative products for a missing items, issuing a refund for damaged or broken products, initiate a return request for bad items upon customer's request.• Handled inbound calls and chats as well.• Dealt with customer frustration in very efficient way. • Had more than 45 positive survey per week. • Helped a lot of senior customers to place an order, reset password, and to use the app.

Egypt

• I worked as a customer service representative in a real state account based in UAE.• Greeted customers in a courteous, friendly, and professional manner using agreed upon procedures.• Listened attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.• Clarified customer requirements.• Dealt with customer frustration in very efficient way.• Supported customer to follow up on their apartments, villas and townhouses release date.• Offered solutions to customers who used to have issues in their apartments like leaking, wall damage, or pest control.

• I worked as a telesales agent in a telecommunication account based in UAE.• Provided the UAE customers with a new offers and convincing them to upgrade their packages. • Made an average of 80 outbound and inbound calls per day. • Recorded contact information of customers and potential customers in internal database. • Explained product prices and packages as well as answered questions and addressed concerns of customers. • Overcome rejection using friendly, persuasive strategies about sales.