Nouran Saeed Amin

✦ Managed customer care operations across 100% of company projects, ensuring consistency in service delivery and adherence to company standards. ✦ Prepared and processed legal contracts in coordination with property consultants, reducing turnaround time by 25%. ✦ Resolved client complaints and service issues by coordinating with relevant departments, achieving over 90% first-contact resolution rate. ✦ Processed a wide range of client service requests including delivery clearances, financial settlements, technical modifications, and resale of garages. ✦ Coordinated with site teams to ensure timely unit delivery and completion of handover processes. ✦ Supervised casual labor for technical modifications and ensured work was completed as per client expectations.

✦ Managed a portfolio of VIP and high-value clients, ensuring personalized follow-up and satisfaction across all touchpoints. ✦ Designed and implemented a structured complaint resolution workflow, reducing client escalation cases by 40%. ✦ Led customer onboarding sessions to explain contractual obligations, payment plans, and project delivery timelines. ✦ Coordinated directly with legal and finance departments to expedite contract issuance, waivers, and ownership changes.

✦ Processed client documentation for new contracts, ensuring accurate data entry and legal compliance across all units sold. ✦ Delivered signed contracts to clients and handled document archiving for over 200+ closed deals. ✦ Responded to client account inquiries, resolving discrepancies and maintaining high customer satisfaction levels. ✦ Handled a wide range of client communications via phone, in-person visits, email, and electronic channels, serving as a central point of contact.

✦ Served as the first point of contact for employee-related escalations, resolving people management issues and maintaining team cohesion. ✦ Ensured full compliance with Etisalat’s operational policies, customer service protocols, and brand standards to uphold a positive corporate image. ✦ Compiled and submitted daily and monthly performance reports, highlighting trends, critical issues, and actionable insights for senior management. ✦ Supervised a team of call center agents, ensuring timely and accurate resolution of customer inquiries and service requests in line with company SLAs.

✦ Directed daily store operations, including staff scheduling, task assignment, and performance monitoring to ensure optimal service delivery. ✦ Managed annual budgeting and controlled expenditures by analyzing financial reports and applying corrective actions to improve profitability. ✦ Conducted market analysis and customer profiling to identify service needs and implement targeted engagement strategies. ✦ Reviewed operational and financial metrics regularly to adapt marketing approaches and boost overall store sales performance.

✦ Managed day-to-day office operations including document filing, report generation, meeting coordination, and inventory control for office supplies. ✦ Provided executive-level calendar and scheduling support, ensuring efficient meeting planning ✦ Acted as liaison between senior managers and administrative teams, handling sensitive requests and ensuring timely responses. ✦ Utilized Microsoft Office and research tools to prepare presentations, meeting minutes, and operational reports with high accuracy.

Completed a Master's program in Law with specialized diplomas in Administrative Sciences and Public Law. The coursework emphasized administrative procedures, governance systems, legal drafting, and public sector compliance. Graduated with a Very Good overall rating. I chose Alexandria University for its national recognition in public legal education and its strong academic reputation in training legal professionals for government and corporate legal sectors. This program greatly enhanced my understanding of regulatory frameworks, contract law, and administrative dispute resolution, which I now apply in customer care and contract management roles.

Completed a comprehensive undergraduate law program covering civil law, criminal law, commercial law, and legal methodologies. Built a strong legal foundation with a focus on analytical reasoning, statutory interpretation, and rights advocacy. Graduated with a Good grade. Tanta University is known for its accessible legal education and its focus on preparing students for real-world legal practice. My time there played a critical role in developing my ability to communicate legal concepts clearly, support contract documentation, and understand the legal dimensions of customer service.