Walaa Mohamed Mahmoud Sliem
Giza
Summary
Dynamic professional with a strong foundation in leadership, communication, and negotiation, complemented by exceptional problem-solving abilities. Demonstrates expertise in time management and multitasking, ensuring efficient decision-making and customer service excellence. Highly organised and detail-oriented, with proficiency in Microsoft Excel, Word, PowerPoint, and Access. Committed to fostering positive relationships and driving organisational success through effective relationship management.
Overview
15
15
years of professional experience
2008
2008
years of post-secondary education
1
1
Certification
Work history
Client Relations & Operations Specialist
Heliopolis Developers Group
- 11.2025
- Achievements:
- Improved customer response time by 35%, increasing overall satisfaction.
- Resolved 1,500+ annual customer cases with SLA compliance over 95%.
- Supported sales growth by 20% through proactive customer targeting.
- Delivered 50+ monthly operational and performance reports.
- Managed 20M+ EGP annually in financial transactions with high accuracy.
- Reduced maintenance resolution time by 30%.
- Responsibilities:
- Provide professional customer service through phone and face-to-face interactions.
- Coordinate across departments to address client needs.
- Maintain proactive communication and strong client relationships.
- Support Business Development with detailed unit/pricing info.
- Identify root causes of customer issues and resolve them efficiently.
- Prepare regular activity and performance reports.
- Handle inbound/outbound reporting and task monitoring.
- Oversee client financial processes including payments and refunds.
- Resolve maintenance issues for delivered and ongoing real estate projects.
Senior Customer Care
Heliopolis Developers Group
01.2019 - 11.2025
- Achievements:
- Resolved 900+ annual customer inquiries.
- Increased customer satisfaction by 25%.
- Ensured 98% accuracy across all assigned tasks.
- Improved operational coordination by 20%.
Social Media Moderator
HDG
06.2019 - 08.2019
- Achievements:
- Managed 70–100 daily social media tickets.
- Improved ticket closure rate by 40%.
- Increased satisfaction by 30% through proactive follow-up.
Senior Customer Service Assist Team
Orange
01.2016 - 01.2019
- Achievements:
- Supported 50+ first-line agents daily.
- Led over 300 shifts ensuring workflow stability.
- Detected and reported 150+ fraud cases.
- Enhanced team performance by 20%.
- Achieved reporting accuracy of 99%.
Customer Service Representative
Orange Money
01.2014 - 01.2016
- Achievements:
- Handled 200+ daily calls with 98% accuracy.
- Reduced incorrect requests by 35%.
- Completed 100% of Inbox requests same day.
- Reported 80+ fraud cases.
Office Manager
El Huda for Legal Affairs
01.2011 - 01.2015
- Achievements:
- Managed 200+ legal files annually.
- Improved document organization by 60%.
- Increased case processing efficiency by 20%.
Customer Service Representative – Activation Team
Orange
01.2013 - 01.2014
- Achievements:
- Activated/deactivated 300+ lines daily.
- Ensured 100% compliance with documentation requirements.
- Achieved 95%+ service level consistently.
Education
Bachelor of Law - Law
Helwan University
Skills
- Leadership, communication, negotiation, problem-solving
- Time management, multitasking, decision-making
- Customer service & relationship management
- Highly organized and detail-oriented
- Microsoft Excel, Word, PowerPoint, Access
Websites
Certification
Marketing Principles – IRC, U.S. Embassy
LANGUAGES
Arabic: Native
English: Good
Timeline
Social Media Moderator
HDG
06.2019 - 08.2019
Senior Customer Care
Heliopolis Developers Group
01.2019 - 11.2025
Senior Customer Service Assist Team
Orange
01.2016 - 01.2019
Customer Service Representative
Orange Money
01.2014 - 01.2016
Customer Service Representative – Activation Team
Orange
01.2013 - 01.2014
Office Manager
El Huda for Legal Affairs
01.2011 - 01.2015
Client Relations & Operations Specialist
Heliopolis Developers Group
- 11.2025
Bachelor of Law - Law
Helwan University