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Work Background
UberService Quality, Risk and Compliance Specialist II
Jul. 2023Cairo, Egypt
UberSocial media account executive
Jul. 2022Cairo, EgyptResponsibilities include:
Engaging with the customers through innovative and engaging content.
Promote brand focused messages.
Works with other departments to develop a social media timelines coinciding with new product releases.
Managing all company’s social media accounts. Supporting customers with any issue they were facing with their profiles and applications. Achievements:
December’s top performer.
Conducted shadowing sessions for 24 BPO agents for one month.
Worked on multiple projects with the team leader and the SME related to content, KB, and queue health.
Helped in mentoring the newly joined batches that joined the team.
WebhelpQuality Assurance Specialist
Feb. 2022 - Jun. 2022Cairo, EgyptResponsibilities include:
Maintain and develop internal support and call center quality standards.
Review a subset of support agents’ conversations (calls, emails, chat, etc).
Assess support interactions based on internal standards.
Accompany evaluations with meaningful and constructive feedback.
Discuss and explain feedback with agents in regular meetings.
Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team’s performance affects those KPIs.
Create strategies to improve support KPIs.
Help agents improve their performance with specific instructions and constant support.
Map the need for training and onboarding programs and initiate these projects.
Monitor customer service performance on the agent and team level.
Create reports that reflect support performance.
Report support team’s performance to higher-ups.
Participate in calibration sessions to maintain consistency in internal evaluations.
Contribute to the team culture in a positive manner.
BrimoreCustomer Experience Supervisor
May. 2021 - Feb. 2022Cairo, EgyptResponsibilities include:
• Developing, coaching, and managing team members to maximize their performance metrics, and KPIs.
• Identifying risks, and issues to help in mitigating them with adhering to the policy and procedures.
• Training staff in areas of customer service and company policies.
• Managing queue coverage and emails flow to ensure proficient customer service.
• Monitoring and authenticating returns, exchanges and voids.
• Investigating and solving escalations.
• Assisting with development and implementation of service policies, and explaining them to staff and customers.
• Maintaining documentation related to customer service department activities.
• Assisted in creating the training material and giving the training to the new agents (Soft skills, product knowledge). Achievements:
• Managed to establish the KPIs system.
• Helped in creating the knowledge base for the entire operations.
• Supported in creating the reporting system (Score cards, MTDs, Quality sheets).
• Helped setting the quality standards and how it’s calculated and included in the KPIs.
• Assisted in creating the training material and giving the training to the new agents (Soft skills, product knowledge).
Virtual Worker NowCustomer Support Team Leader
Jul. 2020 - May. 2021EgyptResponsibilities include:
• Developing, coaching, and managing team members to maximize their performance metrics, and KPIs.
• Identifying risks, and issues to help in mitigating them with adhering to the policy and procedures.
• Training staff in areas of customer service and company policies.
• Managing queue coverage and emails flow to ensure proficient customer service.
• Monitoring and authenticating returns, exchanges and voids.
• Investigating and solving escalations.
• Assisting with development and implementation of service policies, and explaining them to staff and customers.
• Maintaining documentation related to customer service department activities.
UberSocial media account executive
Nov. 2018 - May. 2020Responsibilities include:
• Engaging with the customers through innovative and engaging content.
• Promote brand focused messages.
• Works with other departments to develop a social media timelines coinciding with new product releases.
• Managing all company’s social media accounts. • Supporting customers with any issue they were facing with their profiles and applications. Achievements:
• One of the highest quality scores for 6 consecutive months.
• Enlisted in the “Queue Master” best practice project.
• Enlisted in the app review team.
• Enlisted in the quality assurance team for the app review.
• Worked with the content team on the saved replies.
• Helped in mentoring the newly joined batches that joined the team.
mowaferCustomer Service Team Leader
Dec. 2017 - Nov. 2018Responsibilities include:
• Developing, coaching, and managing team members to maximize their performance metrics, and KPIs’.
• Identifying risks, and issues to help in mitigating them with adhering to the policy and procedures.
• Handling team escalations.
• Daily, weekly, and monthly reporting on all team metrics.
• Conducting weekly/monthly one on one meeting with each team member, where all metrics, achievements, and performance is discussed and a plan is set for the following week/month.
• Setting a sharing success monthly meeting.
• Evaluating targeted calls for team, and providing quality sessions. Achievements:
• Managed to establish the KPIs system.
• Supported in setting the quality standards and how it’s calculated and included in the KPIs.
• Helped in creating the training material and giving the training to the new agents (Soft skills, product knowledge).
CareemCustomer Service Representative
Jan. 2017 - Dec. 2017Responsibilities include:
• Answering the captains’ inquiries by explaining procedures, and providing information.
• Maintaining communication by reporting problems. • Maintaining and improving quality results by adhering to standards and guidelines; recommending improved procedures. Achievements: • Top CSAT performance for 8 consecutive months.
• Team leader delegation task for 5 months.
• Aided in creating new reports which improved quality performance.
Exhibitor’s Housing ServicesCustomer Support Operations Team Leader
Dec. 2012 - Jun. 2016Responsibilities include:
• Developing, coaching, and managing team members to maximize their performance metrics, and KPIs’.
• Identifying risks, and issues to help in mitigating them with adhering to the policy and procedures.
• Handling team escalations.
• Helped in the hiring process (personnel files, payroll, and system access).
• Set Employees' engagement survey.
• Set, deploy and communicate all HR policies & procedures.
• Responsible for the training process (TNA - set the plan – implement – Evaluate).
• Negotiate with external training centers to conduct training sessions. Achievements:
• Managed to maximize the team performance.
• Helped in creating new reports which improved quality performance.
• Employees’ attrition rate decreased by 25%.
VodafoneCustomer Care Representative
May. 2012 - Dec. 2012Responsibilities include:
• Answering the customers’ inquiries by explaining procedures, and providing information.
• Maintaining communication by reporting problems. • Maintaining and improving quality results by adhering to standards and guidelines; recommending improved procedures. Achievements: • One of the highest NPS scores for 3 consecutive months.
• Assisted in delivering the technical support training 3 times.
VodafoneSales Support Specialist
Nov. 2010 - May. 2012EgyptResponsibilities include:
• Being the bridge between the sales executives and the managers.
• Responsible of supporting the sales executives achieving sales and profitability objectives, and keeping track of the sales records.
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