Esraa Zaky

Experience

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  YouTube

  Jun 2016 - May 2019

  Content Creator

  - Managed the channel community and engaged with subscribers. - Edited videos using final cut pro.- Created marketing strategy and maintained SEO to get the targeted audience. - Wrote scripts for art videos.

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  Edfa3ly

  Jan 2019 - Jun 2019

  Customer Service Representative

  - Started as a live chat agent, answering customers' inquiries and solving issues. - Supporting newcomers with shadowing and training processes. - Top performance for 6 months in raw and promoted for social media moderator job.

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  Yashry.com

  Jun 2019 - Apr 2021

  - Supporting the social media team with their inquiries. - Monitoring team performance and reporting to the team leader and quality team.- Assigning daily tasks for the team and tracking their daily performance and adherence. - Handling escalations and CPA cases. - Delagate to the team leader and managed the daily required tasks in his off days.- Joining supervisor weekly meetings, presenting the team performance for the week. - Resolving team issues and coaching team members to get the best results. Show less

  • Social Media - Subject Matter Expert

    Dec 2019 - Apr 2021

  • social media moderator

    Jun 2019 - Dec 2019
• 

  Sugarbear® Pro Vitamin Care

  Apr 2021 - Dec 2021

  Social Media Specialist

  -Developed and managed social media strategy to reach 110K followers in 6 months.- Engaged with customers and targeted shoppers. - Collaborated with more than 40 influencers to develop campaigns. - Created daily content, ensuring that posts are scheduled regularly and on optimal days and times.-Monitored SEO and customer engagement.- Tracked metrics and insights on each platform. - Used tools such as Facebook Ads Manager.- Worked with designers to ensure content is informative and appealing.- Supported customer service team for better performance. Show less

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  Talabat

  Nov 2021 - now

  -Providing exceptional customer experience on all social media channels.-Supporting agents with customers' inquiries, requests and complaints in a timely manner, taking actions to retain customers whenever needed. -Interacting with community members and customers.-Monitoring, tracking, and reporting community feedback and online reviews to the management.-Strengthen relationships with loyal customers and key influencers within the community.-Monitor positive/negative comments and topic trends.-Engaging and resolve any potential conflicts that may affect brand reputation.-Tracking campaigns and reporting to the marketing team for any complaints or inquiries.-Tracking queue and assigning agents to reach the best results during the shift.-Following up campaigns inquiries and giveaway tasks. Show less

  • Quality Coordinator

    Apr 2023 - now

  • Social Media - SME

    Nov 2022 - Mar 2023

  • Social Media - Account Advisor

    Nov 2021 - Nov 2022