Asmaa Alaa
Cairo,Cairo
Summary
Customer Service Representative and HR professional with a strong background in client relations and issue resolution. Expertise in managing inbound calls and leading team meetings to improve performance metrics. Skilled in recruitment, employee relations, and contract review, ensuring compliance and minimizing risks. Committed to advancing leadership roles to enhance organizational success through strategic HR initiatives and exceptional customer service. Customer Service Representative with strong ability to resolve customer issues and provide exceptional support. Consistently delivers positive interactions, contributing to customer loyalty. Strong communication skills coupled with empathetic approach, fostering trust and satisfaction. Proven ability to work collaboratively within teams, enhancing service delivery and operational efficiency.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
SODIC
Cairo
04.2024 - 07.2025
- Customer Service Representative with experience in addressing client inquiries, resolving issues efficiently, and coordinating with project teams to ensure high-quality service and client satisfaction."
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Streamlined communication channels between departments, ensuring timely resolution of customer issues.
- Led weekly team meetings to discuss performance metrics, encouraging a culture of continuous improvement and excellence.
- Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
- Received calls and redirected individuals to relevant departments for smooth customer care.
- Established positive rapport with customers through various channels.
- Processed payments for clients and created invoices for outstanding balances.
HR
MEPCON
Cairo
04.2023 - 02.2024
- "HR professional skilled in recruitment, employee relations, and HR operations, driving efficiency and fostering a positive workplace culture."
- Prepared employment contracts and amendments, ensuring terms are clear, fair, and legally compliant.
- Negotiated employee wages based on employment level, qualifications and history.
- Investigated and resolved employee relations issues, maintaining strict confidentiality and impartiality throughout.
- Managed employee relations, addressing grievances and conflicts to foster a positive work environment.
- Worked with department managers to assess needs.
- Boosted staff morale by resolving personnel and management inquiries on new hire activities or ongoing employee relation issues
Trainee and Contract reviewer
مكتب محاماه
Cairo
02.2020 - 01.2023
- "Legal Contract Reviewer experienced in analyzing, drafting, and ensuring compliance of contracts to minimize risks and protect company interests."
Education
Bachelor of laws - International Arbitration
Faculty of Sharia and law_Alazhar university
Cairo2023
Skills
- Customer relationship management
- Customer issue resolution
- Team leadership
- Performance metrics analysis
- Time management
- Active listening
- Multitasking
- Customer Service
- Basic computer knowledge
- Problem solver
- Multi-tasking
- Patient attitude
- Pressure handling
- Microsoft Office
- Good telephone manner
- Customer loyalty building
- Public speaking
- Excel proficiency
- Positive disposition
Languages
Arabic
Proficient
C2
English
Upper Intermediate
B2
French
Elementary
A2
Certification
- International Arbitrator Award from the French University in Egypt
- Microsoft Certified Apprentice in Office Programs
- Certificate of Proficiency of Graphic Design Programs from Adobe
Interests
- "Passionate about cooking, reading, sports such as basketball and swimming, and traveling, with a strong interest in learning and exploring new cultures"
Timeline
Customer Service Representative
SODIC
04.2024 - 07.2025
HR
MEPCON
04.2023 - 02.2024
Trainee and Contract reviewer
مكتب محاماه
02.2020 - 01.2023
Bachelor of laws - International Arbitration
Faculty of Sharia and law_Alazhar university