Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Interests
Timeline
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Norhan Hossam

Team Manager
Cairo,C

Summary

Dedicated professional with a strong background in service delivery, leadership, and problem-solving. Skilled in streamlining operations to drive business results and enhance organizational efficiency. Proven ability to make independent decisions and positively impact company success.

Overview

11
11
years of professional experience

Work History

Customer Service Team Manager

Amazon
04.2021 - Current
  • Developed and implemented customer service policies and process. I got recognized on this as this helped in improving the customer's experience.
  • Delivered great performance and good customer experience through the team.
  • Developed in the people and helped them in taking next steps in their career.
  • Conducted regular team meetings to discuss customer service issues and potential solutions.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Send daily and weekly reports for team/store performance.
  • Handled tasks on store and site level till the performance improved WOW/MOM.

Resolution Specialist

Amazon
11.2020 - 03.2021
  • Handled the manager calls in professional way.
  • Followed up with the customers till I made sure that the issue resolved.
  • Prepared written opinions or decisions regarding cases.
  • My bias for action led to escalate the biggest number of the systemic issues between the resolution specialist team.
  • Interacted with stockholders to improve from the business, policies and process.
  • Developed strong organizational and communication skills through supporting the customers and learning more about their challenges.

Customer service representative

Amazon Company
05.2019 - 10.2020
  • Have experience in the three stores (EG,AE and SA) related to Amazon in Egypt(Amazon & Souq.com).
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints and escalated them till I made sure that the issue got fixed.
  • Vocal and written skills as I handled calls and emails.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Customer service representative

Q express Logistics cs department
11.2018 - 05.2019
  • Answered constant flow of customer calls with minimal wait times.
  • Provided primary customer support to internal and external customers.
  • Worked on Analysis tasks (reports creating).
  • Managed the outbound team as internal delegate.
  • Offered advice and assistance to customers, paying attention to special needs or wants and got recognized for that.

English Teacher

Rebonbon pre-school
06.2013 - 12.2013
  • Write daily reports on the children's activities
  • Teaching English and Arabic
  • Help children to develop their intelligence and IQ level by playing brain games.

Education

Bachelor of Science - Business Administration And Management

Faculty of Commerce, Cairo University
Giza, Egypt
09.2018 - 2022.05

High School Diploma -

Saker Quraiesh Experimental School
Maadi, Cairo, Egypt
09.2004 - 2018.05

Skills

Communication

Presentation

Problem solving

Analysis skills

Report Generation

Complaint resolution

Personal Information

Date of Birth: 10/05/99

Languages

Arabic
English

Interests

Reading

Playing board games

Engagement activates

Timeline

Customer Service Team Manager

Amazon
04.2021 - Current

Resolution Specialist

Amazon
11.2020 - 03.2021

Customer service representative

Amazon Company
05.2019 - 10.2020

Customer service representative

Q express Logistics cs department
11.2018 - 05.2019

Bachelor of Science - Business Administration And Management

Faculty of Commerce, Cairo University
09.2018 - 2022.05

English Teacher

Rebonbon pre-school
06.2013 - 12.2013

High School Diploma -

Saker Quraiesh Experimental School
09.2004 - 2018.05

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Norhan HossamTeam Manager