Hazem Nasr

Experience

• 

  Hoqook.com News Network

  Apr 2013 - Dec 2013

  Social Media Specialist

  Hoqook.com is an independent news website and online radioI was managing Facebook pages and Twitter account, sharing new news, videos and episodes and creating posts to increase the interaction and engagement with the followers

• 

  Etisalat

  Aug 2013 - May 2018

  Raya Contact Center Gulf outsource.Handling home and mobile services inquiries of English and Arabic speakers. Handling Prestige, Gold and Non-gold segments.Managed the new comers as a team delegate.-Technical support for all etisalat products and services. I supported Home Services (Home Internet - IPTV - Landlines - Emails - Web Hosting and Domain Names) and Mobile Services-Handling general inquiries for all products and services-Handling billing inquiries and complaints-Capture customer requests to add or delete a service, upgrade, downgrade, migrate, cease an account or apply for a new connection Show less Raya Contact Center Gulf outsource.Managing CSRs performance and Real Time. Below were my tasks:-Calls monitoring for the team. We had to be calibrated on regular basis to be able to do this task-Setting Action plans for the outliers-Coaching on any mistake-Escalation calls handling-Supporting the advisors with any product knowledge-Briefing the team on any knowledge or process update-Keeping eye on Service Level-Managing the team's figures and helping them to achieve the targets-Holding team meetings-Assigning some tasks to team delegates to prepare them for any position they are interested in and to help the other team members, especially new joiners-Being a focal point between the team. the management and the supporting teams (WFM, Training, Quality, ... etc) Show less Raya Contact Center outsource. Below were my main tasks:-Initial training: It is to train a batch of the new comers from scratch to the certification-Operations refreshment session for the current staff-Quality of training: It is to keep monitoring the quality of the newly certified CSRs after completing the training periodI participated in setting a training material and also used to support other trainers to monitor calls, deliver training and coach their batches when needed.Arranging with the operations on the live login time for the trainees, supporting them and managing their login time were part of my job after delivering the training material and practicing with role play calls.Training agenda was around 3 months, including the live calls period.At the end, all trainees have to attend a certification test and my role was to support them and validate the failed calls to dispute if needed.I trained 3 batches, helped with quality of training for several batches and delivered training and refreshment sessions to current employees. Show less Raya Contact Center outsource.Handling Home services inquiries of English and Arabic speakers, consumer and business customers. Monitoring extra calls as a team delegate -Technical support for home services (Home Internet - IPTV - Landlines - Emails - Web Hosting and Domain Names)-Handling general inquiries for home products and services-Handling billing inquiries and complaints-Capture customer requests to add or delete a service, upgrade, downgrade, migrate, cease an account or apply for a new connection Show less

  • Senior Customer Service Representative

    May 2016 - May 2018

  • Acting as a Team Leader

    May 2017 - Oct 2017

  • Operational Trainer

    May 2015 - May 2016

  • Customer Service Representative

    Aug 2013 - May 2015
• 

  Samsung Gulf

  May 2018 - Jul 2021

  Senior Digital Services Agent

  Cupola Teleservices OutsourceI was Handling Emails, Chats, WhatsApp, Inbound and Outbound calls. Our scope of support was Technical and general queries support for all Samsung products in GCC (Mobiles and Tablets - TVs and Audio Devices - Home Appliances), Samsung Online Store/ E-store/ E-commerce queries and complaints and Samsung Pay support, both general and technical queries. S-Pay is a mobile payment application, provided by Samsung

• 

  SouKare

  Aug 2021 - Jul 2022

  E-Commerce Operations Associate

  souKare is an E-commerce platform, selling pharmaceutical products, nutritional supplements, contact lenses and healthy snacks.I am handling inbound and outbound calls and emails. Working on orders confirmation, general queries, call back and complaints. In addition, I contact with suppliers to check and arrange stock.

• 

  Al Hilal Official

  Aug 2022 - now

  Associate - Customer Contact Center

  Al Hilal Digital BankI handle 3 chats and 1 call at the same time. I help customers with general inquiries and issues related to accounts, finance, credit cards and the mobile application.