Esraa El Sayed

Experience

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  Vodafone

  Oct 2013 - Oct 2017

  · Established and communicated training materials that result excellent customer experience and company growth.· Trained new hires to handle Spanish customers and English speakers in Vodafone Spain during 4 weeks to 3-month sessions averaging 15-25 students per class.· Performed training in a classroom setting and as live calls to transition students to their assigned teams.· Supported and encouraged fellow team members to achieve team goals and objectives.· Consulted with Line Managers and Team Leaders to identify and address training needs.· Managing the new team members and reviewing their performance during the probationary period. Show less · Act as a front line interface with customers of Vodafone companies worldwide over the phone, Email or Web chat and resolving their inquiries to facilitate and provide a Vodafone global customer service standard.· Owned and managed the client relationship: resolving calls efficiently and effectively.· Worked as part of a team to ensure offering world-class Customer Service at all times.· Communicated positively with all involved parties in order to facilitate customer's reception of the expected distinguished service. Show less

  • Customer Service Trainer- Spain Operations

    Feb 2015 - Oct 2017

  • Senior Customer Service Representative

    Oct 2013 - Feb 2015
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  State Information Service, Egypt

  Jul 2014 - Feb 2020

  Spanish Translator and Editor

  · Participating in the edition & translation of all SIS publications from Arabic and English into Spanish and updating the set up the Spanish version of the State information website: www.sis.gov.eg/es· Participating in the translation of the Spanish version of "Carta del Cairo" weekly magazine published by Egypt State Information Service: http://www.sis.gov.eg/section/7/1434?lang=es · Freelance Translator for Nassej company where translated from Arabic into Spanish the website of Umm Al Qura University.· Translated from Arabic into Spanish the website of the King Abdulaziz University. Show less

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  Careem

  Oct 2017 - Jul 2018

  Regional Customer Service Training Lead

  · Established and communicated training materials that result excellent customer experience and company growth.· Trained new hires to handle Careem customers and Captains all over the 15 countries where Careem operates (Egypt, UAE, KSA, Jordan, etc.) during 4 weeks to 3-month sessions averaging 25-40 students per class.· Creating role plays and live scenarios activities during the training and include videos and drawings to simplify the ideas.

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  Embassy of Spain in the UAE

  Oct 2018 - now

  Advisor "Cultural & Consular Sections"

  · Handling the consular services for Spanish citizens residents in UAE such as (Consular Registration, cancellation of registration,Residence Certificate, births, marriage , passport renewal, power of attorney, etc.).· Participating in the rotational shifts of the Emergency Phone.· Translation.· Handling appointments and interviews for all residence visa applications (non lucrative visa, student, family reunion, highly-qualified employees, work, etc).· Created and updated the Checklists of the requirements to apply for a all types of residence visa in Spain to ease the process of the submission.· Translate into Spanish the Verbal Notes presented by the MoFA or the Armed Forces in the UAE among with the visa applications for diplomatic or military students.· Support heads of Visa section in handling inquiries via email and phone either from applicants or other consulates of the EU in the UAE.· Visa stamping process.. Representing the Cultural Section in conferences & events. · Supporting the Deputy Head of Missions in organizing the cultural, educational and scientific events offered by the Embassy and contributing in the promotion of the Spanish language & culture in the UAE. Show less