Aya Ibrahim

Experience

• 

  Orange Egypt

  Jan 2014 - Apr 2017

  Customer Service Specialist

  Outbound enterprise, calling the customers to inform them of company-new campaigns. Responsible for training floor agents and newcomers.Complaints handling enterprise.Assist team support and assist on the floor.Handling team leader’s inbox.Handling my team tasks

• 

  Malomatia

  Apr 2017 - Apr 2019

  Call Center Representative

  Handling and booking appointments for primary health center corporations in Qatarihealth centers.Handling wrong bookings on the system.Outbound calls to confirm appointments.Training new agents.Organize team tasks.

• 

  Emaar Misr

  Apr 2019 - Oct 2019

  Customer Care Executive

  Follow, check, and reply to emails that we receive from other departments.Social media support and handling messages we receive from Emaar clients and owners.Shift leader, responsible for agent support, managing breaks, SLA, and tasking.Technical support.Assisting newcomers’ agents.

• 

  ExpandCart

  Dec 2019 - Apr 2022

  Worked on building a Team from the beginning, consisting of the following:(Lunch my store team – Mobile apps Team – Data entry team – Graphic design team – Layout team).▪ Managing and supervision many teams (Lunch my store team –Mobile apps Team – Data entry team – Graphic design team –Layout team).▪ Merging between Lunch my store Service and mobile app Service to complete the journey with the customer. ▪ ExpandCart Account managment team and Lunch my store team got trained by me to handle the lunch my store service and mobile apps process and handling.▪ Giving or reject approvals based on each situation. ▪ Reporting and anasiys (weekly and monthly).▪ Replying on the team technical inquires.▪ Handling customer complains that related to my team only.▪ Delagate my directe manager. ▪ Train new batchs in the desgining part. ▪ Testing new templates before publishing. ▪ Assist other teams in whatever they ask (Sales team – support team – Markting team – Developers).▪ Support our 2nd line team for solving the tickets within SLA.▪ Writing Lunch my store and mobile app Policies and Process. ▪ Testing the new customizations. ▪ Validate the bugs in the platform.▪ Editing on the platform templates (Front).▪ Resposnsible for adjusting customer profiles, invoices and domain registration Show less Follow, check and reply mails that we receive from the customers and other departments.▪ Live chat support and handling messages we receive from ExpandCart clients.▪ Follow up with the customer requests that we sent to the other departments.▪ Technical support (check the customer technical inquires- testing the bugs and customizations requests).▪ Write Custom Codes for fast solutions regarding to customer request (CSS- jQuery- HTML).▪ Integrating Shipping and Payments Gateways.▪ Integrating mail servers like (Zoho- Gmail- ...etc) Show less

  • Application Support/ Merchant Success supervisor

    Mar 2020 - Apr 2022

  • Customer Onboarding Specialist

    Feb 2020 - May 2020

  • Customer Service Technical Support

    Dec 2019 - Feb 2020
• 

  Knawat | We are hiring

  Apr 2022 - Sept 2022

  Customer Success Manager

  Worked on building a Team from the beginning.The Launching team integrates customer stores on other platforms with knawat, imports the products chosen by the customer into the stores, and assists with the store.Reporting and analysis (weekly and monthly).Replying to the team’s technical inquiries.Testing new deployments before publishing.Reporting system bugs to technical team.improvement the new platform catalogi.net UI/UX design, with product and technical team.

• 

  WideBot

  Dec 2022 - now

  -Unifying Marketplace Experience: Led the development and integration of third-party apps, enhanced the UI/UX for accessing marketplace apps, and managed user app setup.-Zid Integration: Enhanced customer experience and lead generation on the Zid platform through personalized chatbot interactions.-Salla Integration: Improved communication and customer experience with order tracking and status updates on the Salla platform.-Paymob Integration: Facilitated secure online payments, enhancing user capabilities and transaction security.-Shopify Integration: Expanded market reach and user-friendliness by integrating with the Shopify e-commerce platform.-Foodics Integration: Innovated restaurant order processing through WhatsApp integration, improving customer experience in the food and beverage industry.-Fawry Integration: Implemented Fawry as a payment gateway, broadening payment options and enhancing the user experience. Show less WideBot is the leading Arabic-focused conversational AI chatbot-building platform in the MENA region.Our mission is to empower businesses with AI-powered bots that chat like human beings, so they can build strong relationships with their customers and maximize their outcomes through a seamless personalized experience.-Served as a Product Owner at WideBot, the premier conversational AI chatbot building platform with a focus on the Arabic-speaking market in the MENA region.-Took charge of various responsibilities including project planning and the design of bot conversations.-Ensured the successful execution of project plans and played a pivotal role in crafting engaging bot conversation designs.-Demonstrated a strong commitment to meeting project milestones and deadlines.-Contributed significantly to the development and launch of the following chatbots:--WTD Care--Etax Payroll Chatbot Show less

  • Product Manager

    May 2023 - now

  • Product Owner

    Dec 2022 - Apr 2023