Rawan Sameh Email & Phone Number

6Th Of October, Cairo, Egypt

- Managed multiple training projects independently, demonstrating strong project management skills, consistently meeting challenging deadlines, and ensuring quality deliverables.- Conducted activities like role-playing to enhance interpersonal skills, including negotiation, teamwork, and conflict management.- Coordinate with the operations team to ensure a seamless customer experience.-Took full ownership of the training and the nesting process, quickly adapting to changing business scenarios and unexpected events.- Regularly communicate with clients to gather feedback and adapt training programs.- Developed and implemented an interactive Excel dashboard to systematically track and monitor training gaps, ensuring that productivity, sales, and quality levels met or exceeded organizational standards. - Provide training and coaching to support the achievement of retention targets along with Identifying performance gaps and implement targeted training interventions.

6Th Of October, Al Jizah, Egypt

- Participated in launching a new account by delivering CCT and PST training sessions to the new customer service representatives.- Conducted interactive retention training sessions for diverse employee groups, leading to significant improvements in product knowledge and retention performance, meeting and exceeding process benchmarks.- Lead training sessions focused on soft skills such as building rapport, active listening, and customer retention.- Regularly evaluated the effectiveness of training programs through continuous assessments, identifying areas for improvement to ensure alignment with established procedures and standards.- Assess individual strengths and weaknesses to tailor training and development plans.

6Th Of October, Cairo, Egypt

- Assist agents in handling escalated or challenging calls.- Provide guidance on effective problem-solving and conflict resolution techniques.- Collaborate with agents to develop strategies for handling difficult situations and irate customers.- Implement strategies to enhance call quality, efficiency, and customer satisfaction.

6Th Of October, Cairo, Egypt

- Meeting and overachieving monthly sales and retention targets.- Learned and maintained in-depth understanding of product and service information to offer knowledge and responses to diverse customer questions.- Engaged with customers in a friendly and professional manner, building rapport and actively listening to their needs and concerns.- Utilized effective sales techniques to promote products or services to customers during conversations.- Addressed customer issues or complaints promptly and effectively and offered appropriate solutions and alternatives to retain their business and ensure customer satisfaction.- Conducted follow-up calls with customers to ensure their satisfaction, address any outstanding issues, and identify potential upselling or cross-selling opportunities.- Collaborated with team members, and other departments to share best practices, resolve customer issues, and contribute to overall organizational success.

Egypt