Farah Osman

Experience

• 

  EAT.

  Oct 2013 - Mar 2014

  Customer Host

  Delivering a first class experienceResponding promptly to customer enquiriesMeeting customer expectations in areas such as timeliness, quality and consistency Building customer relationships and loyalty

• 

  Medicare Francais

  Apr 2014 - Jan 2016

  Receptionist

  Handling high volume of incoming/outgoing calls and correspondences Providing secretarial services to senior management staffManaging doctor’s work diaries, travel plans etc.…Maintaining up to date paper and computer based files and administrative systemsProcessing orders, forms, applications and requests for information

• 

  Sony Mobile Communications

  Jul 2016 - Jan 2017

  Customer Service Representative

  Answering customers enquiries in efficient and professional mannersHandling high volume of incoming chats and emails Share best practices and develop the team’s technical and soft skills.Training new advisors on company policies and customers expectations

• 

  Western Union

  Feb 2017 - Dec 2018

  Customer Service Specialist

  Answering customers enquiries in efficient and professional mannersHandling high volume of incoming calls and emails Ability to build rapport effectively and identify solutions to customers’ needsKeeping up to date with all the company's products, services and procedures

• 

  N26

  Jan 2019 - May 2019

  Customer Care Advisor

  Answering customers enquiries in efficient and professional manners, Handling high volume of incoming chats and email, Share best practices and develop the team’s technical and soft skills, Training new advisors on company policies and customers expectations

• 

  TikTok

  Jul 2020 - Sept 2021

  Community content management specialist

  Ensuring legal compliance and safety of content uploaded to the short video platform.Development, improvement and maintenance of standards for the security of the online communities.Coordinating with supervising departments for timely management of content that violates our regulations.Improving the content management strategy for the short video platforms.

• 

  Movado Group, Inc

  Apr 2022 - Jul 2022

  Customer Care Assistant/Compliance Officer

  Respond in a professional and timely manner to all end consumer requests received via email, live chat, social media and phone to ensure closure. • Responsible for Issuing refunds where applicable to end consumers for ecommerce transactions for all websites. • Relationship building with Customer Operations, 3PL, Finance, Production, Marketing and Digital Marketing and other internal teams • Liaise with 3PL on any delivery issues, returns or address changes to ensure all deliveries are right first time for all brands. • Cover all required business hours to support our ecommerce business for all websites. • Working with UK repairs centres ensuring that the repairs process is managed smoothly, and that after-sales is aligned including assisting with ordering additional replacement watches/spare parts. • Processing some strap, links, charm replacements and logging them on the system. Raising invoices for the same ensuring these are handled in a timely manner for Olivia Burton only. • SAV for Olivia Burton and other Licensed Brands jewellery, reviewing the issue and creating replacement orders or credits where necessary. Show less

• 

  Trust In SODA

  Oct 2022 - Jul 2023

  Member Support Specialist

  • Responsible for working as back line - taking ownership of Escalations, Complaints and Data Requests, responding to member requests via email.• Have a strong understanding of GDPR, Treating Customers Fairly, Consumer Duty, and International regulatory bodies. • Working closely with Legal and Fraud teams to maintain high standard of privacy for all members.• Experience with industry-standard case management tools (SFDC) Such as Salesforce, bug tracking tools (JIRA), and reporting analysis to perform day-to-day support optimization and prioritization.• Gather feedback and communicate key user issues and trends as appropriate and effectively communicate issue resolutions or updates to internal and external teams.• Responsible and in charge of Resource for front-line service center support teams and Tier I Specialists to ensure that escalations are handled appropriately and in an efficient manner.• Contribute to Credit Karma’s knowledgebase and Help Centre articles to ensure relevancy and develop robust internal and member facing resources.• Maintaining up to date day to day updates as well as all compliance training for BPO team.• Effective and assertive communicator (French/English), highly organized and detail oriented, working with a high level of accuracy, ownership and with a strong bias towards action. Show less