Traveling, Dancing, Swimming, festivals
Hanan Magdy
Cairo
Summary
Human Resources professional with deep experience in aligning HR strategies with business goals. Skilled in employee relations, talent management, and organizational development. Strong focus on team collaboration and achieving results. Known for adaptability and reliability in dynamic environments. Proven ability to enhance workplace culture and drive performance improvements.
Offering strong interpersonal skills and natural ability to connect with customers, eager to learn and develop in sales environment. Brings understanding of sales techniques and customer engagement strategies.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Senior HR Business Partner
Teleperformance
07.2021 - Current
- Oriented new employees by explaining policies, benefits, and procedures
- Maintained positive employee relations by answering questions and offering recommendations
- Approached and solved work problems with initiative and sound judgment
- Collaborated with team members to meet daily demands and handle challenging projects
- Developed solid relationships with staff and different departments
- Protected company and customer data by following information policies
- Provided Health and Safety training to the candidates
- Employee reallocation
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Collects the candidates' information to facilitate their credentials issuance
- Explains the offer to candidates clears any confusion and handles any objection that arises while signing
- Provides guidance to ensure all aspects of the recruitment process are crystal clear, fair, and unbiased
- Ensure clearances from resigned employees are completed after passing through the proper retention and exit interviews process within the timeline agreed upon, and the data collected is actioned upon through the related party
Subject Matter Expert
Teleperformance
Cairo
12.2020 - 07.2021
- Supported efficient business operations by supporting the operational floor with product knowledge whenever needed
- Contributed ideas for improving work processes
- Identified client needs by observing consumers, collecting surveys, and analyzing customer feedback
- Helped to increase business efficiency and profitability with recommended process optimizations
- Approached and solved work problems with initiative and sound judgment
- Handled angry customers whenever they ask to talk to a supervisor
- Cross-trained and provided backup for customer service representatives
- Followed up on cases escalated to AT&T management to get it resolved
Customer Support Representative
Teleperformance
Cairo
06.2020 - 12.2020
- Company Overview: AT&T (Account)
- Resolve customer complaints via phone, email, mail, or social media
- Greet customers warmly and ascertain problems or reason for calling
- Cancel or upgrade accounts
- Assist with placement of orders, refunds, or exchanges
- Advise on company information
- Take payment information and other pertinent information such as addresses and phone numbers
- Place or cancel orders
- Act as the company gatekeeper
- Suggest solutions when a product malfunctions
- Attempt to persuade customers to reconsider cancellation
- Inform customers of deals and promotions
- Utilize computer technology to handle high call volumes
- Work with customer service managers to ensure proper customer service is being delivered
- Compile reports on overall customer satisfaction
- AT&T (Account)
Community Support Representative
Uber
09.2017 - 06.2020
- Company Overview: Global Community Operations in Egypt
- Deliver high-quality service across multiple support platforms (email, chat, phone)
- Was a passionate advocate for riders and drivers while answering any questions that come your way
- Show empathy to frustrated riders and drivers while solving problems and addressing unsatisfactory experiences
- Create loyalty among new users and get our early adopters to fall in love with Uber all over again
- Triage issues and escalate them when necessary
- Work in Cross Functional Cooperation with other team members
- Triage issues and escalate them when necessary
- Was delegated for mentoring and training new hires twice
- Was delegated from my Team leader and commops manager in many tasks and roles
- Global Community Operations in Egypt
- Got the chance to be a Mentor and a trainer for the new Patches of employees back in 2018 and 2019
- Accomplished some Improvements in Google sheets and analyzing data, as part of being a delegate to my team leader
- Took many chances as a Queue Master for the MENA Riders Team
- Accomplishing some Successful meetings with the Subject matter experts SME and quality assurance team when it comes to building the knowledge base by providing them with actual data from solving tickets
Indoor Sales Executive
Ideal Arabia
Jeddah
10.2012 - 10.2013
- Bringing new Prospects and turning them into Loyal customers
- Handling Customer's Orders from the shipping of the products from the stores till the installation
- Making quotations or offers of the passive (UTP copper, fiber, racks and accessories) components and sending them by mail and fax
- Work in Cross Functional Cooperation with other team members
- Helped in creating a new database for new clients and organized orders for the old customers
Personal Call Center Rep.
Orange Telecom
11.2010 - 09.2011
- Handling Customer's Orders
- Making quotations or offers of the passive (UTP copper, fiber, racks and accessories) components and sending them by mail and fax
- Making deals with new customers coming to the company with giving them special prices, convincing the old customers of more products
- Handling the Delivery of the goods to the customers if needed
- Sending Data sheets and catalogues
- Searching the internet for better prices and making purchase orders for them to sell it with a profitable margin and competitive market price
- Printing labels for the patch panels and face plates
- Supervising old projects and completing them by supplying with the needed products
- Follow-up attendance
- Directing the staff on the new developments in the company's systems and policies
- Line-up of cars and continue the process of Car Maintenance
- Monitor the implementation of all the company's maintenance work
Admin Assistant
UC MAS
09.2010 - 11.2010
- Handling the Marketing of UC mas Classes
- Organizing Classes by attracting new students
- Handling the Accounting Works of the Center
- Interning the classes data in the system
- Do the teacher's attendances and absence papers to get paid
- Deciphering garbled recordings, sloppy handwriting or faded text and transforming them into digital data
- Keeping records of files, tasks and proofread reports
- Established a new branch in the Future international School, Nasr city and held the first classes from the start, as in sales and management of the classes and the finance, also transportation for the kids
Sales Executive
UNIVERSE Company for Data Communication & Networking
07.2008 - 08.2010
- Handling Customer's Orders
- Making quotations or offers of the passive (UTP copper, fiber, racks and accessories) components and sending them by mail and fax
- Making deals with new customers coming to the company with giving them special prices, convincing the old customers of more products
- Handling the Delivery of the goods to the customers if needed
- Sending Data sheets and catalogues
- Searching the internet for better prices and making purchase orders for them to sell it with a profitable margin and competitive market price
- Printing labels for the patch panels and face plates
- Supervising old projects and completing them by supplying with the needed products
- Follow-up attendance
- Directing the staff on the new developments in the company's systems and policies
- Line-up of cars and continue the process of Car Maintenance
- Monitor the implementation of all the company's maintenance work
Receptionist
UNIVERSE Company for Data Communication & Networking
10.2007 - 07.2008
- Operating Customer's phone calls and transferring them to the various departments
- Printing authorization letters to the sales representatives for tenders
- Hosting the company visitors and clients
- Handling all the paperwork fax – (sending and receiving)
- Filing and sorting Purchase Orders and Quotations sent
Education
Bachelor of Arts - Psychology
Ain Shams University
04.2001 - 09.2007
Skills
Employee retention
Integrating policies
Legal compliance
Flexible work arrangements
Onboarding programs
Diversity and inclusion
Employee surveys
Employment law
Coaching leadership
Exit interviews
Payroll management
Talent recruitment
Professionalmemberships
The Egyptian Psychologist association (NGO), Member
Areasofexpertise
- Forecasting
- Customer Service
- People Management
- Quota Attainment & Strategy
- Sales
- Process Improvement
- Sales Presentation
- Coaching & Mentoring
- Broadband & Mobile Technology
- Opportunity Management
- Google and Microsoft
- Negotiation & Objection Handling
Certificatesandtraining
- Psychological Health Consultant Diploma, 05/01/14, Manhattan International Foundation Training and Consulting, 60 Training Hours, Excellent
- Behavioral Therapy Diploma, 06/01/14, Manhattan International Foundation Training and consulting, Cairo, Egypt, 60 Training Hours, Excellent
- Stanford Binet Intelligence Scale 5th Edition, 06/01/14, E.P.A, Cairo, Egypt, 25 Training Hours
- Academic IELTS, 09/01/17 to 11/01/17, British Council, Course about how to exceed in solving Academic IELTS.
Interests
Timeline
Senior HR Business Partner
Teleperformance
07.2021 - Current
Subject Matter Expert
Teleperformance
12.2020 - 07.2021
Customer Support Representative
Teleperformance
06.2020 - 12.2020
Community Support Representative
Uber
09.2017 - 06.2020
Indoor Sales Executive
Ideal Arabia
10.2012 - 10.2013
Personal Call Center Rep.
Orange Telecom
11.2010 - 09.2011
Admin Assistant
UC MAS
09.2010 - 11.2010
Sales Executive
UNIVERSE Company for Data Communication & Networking
07.2008 - 08.2010
Receptionist
UNIVERSE Company for Data Communication & Networking
10.2007 - 07.2008
Bachelor of Arts - Psychology
Ain Shams University
04.2001 - 09.2007
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