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Summary

I aspire for a challenging position in a professional organization where I can enhance my professional skills and boost up my confidence according to my experience in customer care, CRM, social media and Quality assurance

Nationality

Egyptian

Gender

Female

Skills

  • computer skills

    Very good knowledge of MS ( Word, Power point, excel )

    very good knowledge of social media platforms and commercial Ads

  • personal skills

    Time managment

    leadership

    handling skills and logic thinking

    able to work individually and with a team

Education

Cairo University

Faculty of Law

2014 - 2018

Languages

Language

English: 

Good

Language

Arabic: 

Mother Tongue

Work Experience

kenzz- ecommerce

Quality assurance specialist

February 2023 - Now

  • Monitoring calls and staff performance on their interactions with consumer/business customers, including all types of channels, whether via phone, chat, or email, and any other request processing as per kenzz work scope/process/CX QA standards & regulatory guidelines.
  • Audit & analyze call center customers satisfaction metrics like NPS in order to identify, track & enhance CX gaps
  • Participating in enhancing customer experience by auditing and identifying the improvement areas within all channels.
  • Tracking errors & reporting the most common problems, in order to take corrective actions.
  • Raising process & system enhancements to the relevant teams once an opportunity is identified.
  • Escalating all zero-tolerance cases severely impacting the customer experience for immediate corrective actions.
  • Uses quality monitoring data management system to compile and track performance at team and individual levels.
  • Participates in quality programs/activities when needed with operation, process, and training teams to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Audit/analyze transactions generated from the Speech Analytics tool to identify gaps/accuracy level/compliance level/process improvement opportunities
  • provide Quality training to current and new batches

Kenzz

Social media CX

July 2022 - February 2023

  • Handling customers by chatting and Emails
  • Problem solving.
  • Build a good Rapport with Clients
  • Respond promptly to customer inquiries.
  • Handle and resolve customer complaints.
  • Obtain and evaluate all relevant information to handle customer and service inquiries.
  • Manage customers' accounts.
  • Follow up on customer interaction

Mogi store

Digital Marketing account manager

August 2020 - June 2022

  • Research competitors’ pricing and products 
  • Decide on the appropriate placement of ads
  •  Determine what content will reach customers
  •  Publish digital marketing content online
  •  Implement email marketing campaigns 
  • Monitor social media
  •  Conduct market research to inform campaigns
  •  Brainstorm and implement experiments and conversion tests

droppers

social media account manager

July 2020 - June 2022

  • Communicate with targeted clients and land deals
  • Set social media plans on clients' objectives
  • Organize and assign tasks to the executive teams
  • Supervise social media/e-commerce teams in plan execution
  • Liaise between our social media and e-commerce departments to grant maximum return on ads spend
  • Identify winning products for each client according to the media buying department reports
  • Monitor responses to executed/ongoing campaigns, analyze, and recommend enhancements
  • Be the primary point of contact and build long-term relationships with customers

droppers

Account Executive (customer care)

July 2018 - July 2020

  • Build and maintain relationships with clients to ensure satisfaction and retention
  • Develop and implement strategies to drive revenue growth and expand business opportunities
  • Collaborate with sales and marketing teams to identify new clients and generate leads
  • Provide exceptional customer service and actively address client needs and concerns sort issues over the email, social media, or phone calls

NAOS | Maadi, Cairo

Survey agent

January 2017 - December 2017

  •  Conduct surveys and collect data, using methods such as interviews, questionnaires, focus groups, market analysis surveys, public opinion polls, literature reviews, and file reviews.  Consult with clients in order to identify survey needs and any specific requirements, such as special samples.
  •  Review survey projects, including sources of information, procedures to be used, and the design of survey instruments and materials. 
  • Review updates and changes in survey implementation and methods. 
  • Monitor and evaluate survey progress and performance, using sample disposition reports and response rate calculations. 
  • Prepare and present summaries and analyses of survey data, including tables and fact sheets that describe survey results. 
  • Produce documentation of the questionnaire development process and data collection methods, sampling designs.
  •  Support and coordinate operations for single or multiple surveys. 
  • Analyze data from surveys, old records, and/or case studies, using statistical software programs. 
  • Conduct research in order to gather information about survey topics. 
  • Review, classify, and record survey data in preparation for computer analysis.
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