Shrouk Tarik

Experience

• 

  Vodafone

  Mar 2018 - Sept 2018

  Customer Service Representative

  Worked as a billing and technical support, which was one of the hardest queues to handle and solve almost all the customer's problems.

• 

  Amazon

  Oct 2018 - Apr 2019

  Customer Service Representative

  Worked in Souq UAE for 5 months as a customer servicerepresentative, we took care of the customer's orders, to track itand follow it up and to contact the departments directly as " Logistics, Finance " to make sure thatthe order is delivered or that the amount is refunded and on the right path.Also, I took the new Amazon launching system training, andworked on it for a month before leaving

• 

  Noon

  Jul 2019 - Dec 2021

  Keeping track of a group of agents is important to make sure that everyone has all the info needed for the job, and to contain and handle the agent requests whenever help is needed.Consistently managed 22 customer service champions, effectively, resolving issues and maintaining the set (KPI’S) Quality 85% AHT less than 300 seconds, which resulted in top-ranking out of 8 teams. Trained and, regularly mentored associates on performance-oriented strategies andcustomer service techniques. Reviewed repeated issues within operations and, business management to solve problems and improve the company outcomes, and used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise, to find appropriate solutions for the customer’s repeated issues from the root cause. Managed department contact volume of 3000 calls,1600 emails, and 3000 web chats per day and coordinated department schedules to maximize coverage during peak hours. Show less

  • Restaurants Onboarding Specialist

    Jul 2021 - Dec 2021

  • Senior Executive, Seller Support

    Jan 2021 - Jul 2021

  • Support Specialist

    May 2020 - Jan 2021

  • Customer Service Representative

    Jul 2019 - May 2020
• 

  Trella

  Dec 2021 - Jun 2022

  Community Operations

  •Fulfill the shipper’s needs and secure the resources needed to make these loads happen. •Spot trends and issues, and escalate via the correct channel.•Show empathy and understanding to frustrated users while solving problems and addressing unsatisfactory experiences.•Being customer-obsessed, listen attentively to the voice of our Carriers and shippers and solicit as much feedback as possible.•Control the carriers and also the partner problems, being confident in our solution and striving to deliver a seamless experience to our carriers and shippers.•Presenting our community (Carriers) and delivering industry-leading service quality via our various communication channels (phone and email). Show less

• 

  InstaShop

  Sept 2022 - now

  Onboarding Specialist