Ragia Tarek

The primary goal of psychology as a discipline is to contribute to the scientific understanding of mind, brain, behaviour, and experience and of the complex interactions between these. The programme will develop knowledge and understanding of scientific endeavour and the role of empirical evidence in the development of theory relating to human behaviour. It will provide an opportunity to develop skills in quantitative and qualitative research methods and an opportunity to conduct research independently. Applications of psychology will be core to all modules as well as a focus on how psychology can be applied to problems in different regions and cultures of the world. Students will develop breadth and depth of knowledge and understanding in key areas including: health, forensic, work, and positive psychology. They will gain transferable skills including analysis of quantitative and qualitative data

• Direct and manage all activities related to delivery of effective customer service • Liaise with Team Supervisors and their teams to assure best customer experience • Responsible for department P&L results • Arrange department structure according to requirements to assure smooth operations • Define objectives, SMART targets and track performance of assigned team • Assign shipments and provide necessary support and training to the team • Identify business opportunities by identifying prospects, researching and analyzing cargo options. • Drive relationships with clients by providing support, information and positive customer service experience • Identify and implement potential service improvements or new services by considering current industry trends and market activities • Share best practices, organize training and facilitate development of the assigned team • Identify potential gaps in process and implement CAPA in collaboration with other stakeholders • Lead and role model a customer focused mindset across organization • Maintain close relationship with clients and provide KPI reports according to their requirements • Responsible for Monthly and Quarterly Business Review meetings with clients • Control quality service by establishing and enforcing organization standards • Build and own relationships with key partners and subcontractors

Manage last mile performance

Manage QC and auditing team

• Managing the Account managers team, the Customer service team and the MIS
• Ensures that customers receive the quickest service possible.
• Assists representatives in handling disappointed customers.
• Determines a course of action to resolve customer problems.
• Interacts with customers using phone, fax, email, the company website and in person.
• Provides assistance to representatives during extremely busy times.
• Ensures that customer service representatives follow all company policies and procedures when dealing with customers.
• Collects customer payments.
• Issues customer refunds.
• Takes customer complaints to upper management when necessary.
• Interacts with vendors.
• Coordinates employee meetings, parties and continuing education.
• Generates reports for upper management.
• Helps create, update and maintain call script for representatives.
• Maintains database of customers for follow up.
• Ensures a seamless process flow from the customer’s initial order to the delivery of products and services.
• Uses social media to help promote the company’s products and services.
• Reviews customer evaluations in regards to service representatives’ work and looks for areas that need improvement.
• Trains newly hired customer service representatives.
• Trains representatives on new equipment and software.
• Approves employees’ time sheets for payroll.
• Listens to recordings of representatives interacting with customers and uses the recordings to enhance training or offer necessary correction.
• Trains representatives on new product and service offerings as well as special sales and promotions.
• Analyzes the results of direct mail marketing and email campaigns.
• Helps develop new products, services and promotions based on customer preferences.
• Meets deadlines.
• Stays within allocated budgets.

• in charge of devising strategies to optimize business procedures, ensuring efficiency and smooth workflow
• revolve around conducting research and analysis to identify the strength and weaknesses of operations, finding areas needing enhancement, developing and executing improvement projects
• Controlling the materials stock at our Distrepution center
• responsible for the whole pickup process of the shipments an fulflling special requests including timings, trucks , courriers etc
• point of contact between the CRM and the Operations
• Following up on smooth delivred and SLA
• overseeing process improvement events, participating in cross-functional project teams, defining and monitoring performance metrics, fostering culture, and mentoring frontline operational excellence leaders
• setting goals and objectives, and coordinating with internal and external parties
• Manage the complete order processing from quote to cash for direct sales outside of the Americas.
• Lead a corporate wide strategy to standardize policies and procedures to reflect new working methods.
• Manage branch level logistics while incorporating ever-increasing supply chain responsibilities.
• Develop and motivate team to ensure the delivery of the team and targets are meet as per the SLA's.
• Develop standards for internal and customer facing metrics reporting of business activity, cost savings, miss opportunities and SLA compliance.
• Design and implement production metrics and senior management reports.
• Define KPIs in various business to measure service and performance levels.
• Implement metrics, reduce resolution times, drive actionable root-cause analysis, and deliver policy and process recommendations.
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Team manager Handling a group of different teams including ( Backoffice, Web chat, C2C support coordinators, escalation desk, CITC Escalation team, InBound, OutBound, OMT) Handling escalation desk team, Webchat team Back office internal and external team and the customer to customer services customer care team since Oct 2019 Monitor and evaluate monthly agent performance, review productivity and attendance reports, and coach staff members to improve performance. Ensure that customers’ questions and problems are resolved properly and quickly. Report, analyze and resolve system, customer, and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience. Stay informed of all new products and services and ensure that agents are properly trained to handle questions about any of them. Follow up day-to-day on the team to make sure that they follow the right process and procedures. Generate clients’ reports and send them on time. Review KPIs, supporting metrics, and daily reports to effectively coach and manage the team Work with the management team to identify and deliver positive change and business efficiencies Build a good relationship between all departments Other duties as assigned Manages and leads a team of employees. Communicates company goals, safety practices, and deadlines to the team. Motivates team members and assesses performance. Provides help to management, including hiring and training, and keeps management updated on team performance, Monitor the performance, adherence, conformance and Absenteeism of the team. Corrector form Team Lead Task: managing orders releasing a suspension before dispatching validating cases related to cancellation and delivery attempts and raise them to the Operation Team

Outbound team leader

Account Manger Assistant (client support coordinator • Being responsible for deliveries for the shipment and documents. • Processing and providing accurate invoices to clients based on sales orders, and doing the performance reports for the clients. • Working closely with the Clients to ensure the completeness of our rule • Monitoring goods received and goods issued. • Handling other duties and responsibilities as assigned by management. • Resolve problems concerning transportation, logistics systems

Outbound Agent Calling Customers to Arrange an schedule their orders delivery dates and time

Admin assistant at Orabis school Pune, India Admin assistant at Orabis school Pune, India Introducing the school facilities and services to them, handling all the paper works and Facebook pages related to the school

Selling SIM Cards and mobile devises

Sorting customers issues and solving their inquiries

Provide face to face customer care

Promote all Vodafone services to the customers

Back Office and escalation desk Agent Handling Emails, social media and escalations on the spot since August 2015

Customer service advisor Answering customers billing inquires and follow up on the retain and retention requests