Experience

• 

  Dare'n'deal

  Dec 2012 - May 2013

  Key account manager

  Job responsibilities: - Managing clients’ accounts on the website - Implementing data to the company website - Keep in contact with the team members and merchants - Set appointments for the company photographer for photo session - Fixing and creating images for the website*Reported to:- Operation Manager

• 

  Coun lounge café and restaurant

  Jun 2013 - Sept 2013

  Social media marketing consultant

  * Job responsibilities:- Managing social media pages such as: Facebook, Pinterest, twitter and Instagram pages- Posting images and articles about the restaurant food, offers, food cuisines and answer customers questions if any- Keep in contact with the restaurant owner for new updates or offers.* Reported to:- Restaurant owner

• 

  Rocket internet se

  Feb 2014 - Mar 2015

  Content creator

  * Job responsibilities:- Responsible for entering, migrating and sorting product related data- Complete the quality check and verify the accuracy of data before it is entered- Analyzing items quickly, accurately, and to strict deadlines, according to the project time frame- Coordinate and communicate with internal teams such as sales, customer service, marketing to get the information needed- Translating data from English to Arabic or vice versa  Keep in contact with team members and merchants* Reported to:- Operation Manager Show less

• 

  Callblade

  Oct 2016 - Feb 2018

  Job responsibilities:* Giving induction to new comers.* Prepare the trainees based on the cultural they are going to communicate with.* Evaluate every traniee based on skills and language.* Develop new ways and materials for the training. Job responsibilities:• Responsible for making calls to potential customers.• Deal with received calls from customers• Train new comers and supervise them• Managing given tasks by the General Manager and Floor Supervisor* Reported to: - Floor Manager & General Manager

  • Customer Service Trainer

    Mar 2017 - Feb 2018

  • Callcenter Agent

    Oct 2016 - Mar 2017
• 

  Vodafone

  Mar 2018 - Jul 2020

  Job Responsibilities:* Conduct induction training through new materials.* Conduct on-floor training through new materials.* Consult with other trainers and managers.* Review employee performance and learning.* Communicate training needed with other trainers and managers.* Track and compile collected data.* Test and review created materials.* Reported to:- Head of training Job Responsibilities:• Call Center Agent answering customer’s call and gave resolution for their Queries.• Doing business Analyses.• Giving knowledge development sessions & supporting files for the Queue.• Queue support for 7 to 8 month as Floor walker and trainer.• Floor walker on more than 5 teams• Up-skilling 4 teams• Gave on floor training

  • Customer Service Trainer

    Feb 2020 - Jul 2020

  • Call Center Representative

    Mar 2018 - Jul 2020
• 

  Ecco outsourcing

  Mar 2018 - Sept 2018

  Call center representative

  Job Responsibilities:• Call Center Agent answering customer’s call and gave resolution for their Queries.• Doing business Analyses.• Giving knowledge development sessions & supporting files for the Queue.• Queue support for 7 to 8 month as Floor walker and trainer.• Floor walker on more than 5 teams• Upskilling 4 teams• Gave on floor training

• 

  Repro ivf center

  Jul 2021 - Sept 2023

  Contact center general manager

  Job Responsibilities:* Built a call center from scratch (turning from analog technology to VoIP technology Using Grand-Stream equipment).* Install a call center software with an international company called Vocalcom.* Manage Social Media campaign* Manage the flow of calls, Social Media Pages (FB, Insta, Youtube, Ticktok, etc....), WhatsApp accounts For All branches (Alexandria & Damanhour)* Quality assurance and complains management.* Conduct induction training for New Comers.* Conduct on-floor training.* Consult with other Department Managers to improve customer service and experience.* Evaluate employee's performance.* Communicate requirements and information with other department managers.* Track and compile collected data.* Test and review new systems and information.* Provide monthly reports for department performance.* Provide monthly reports for Social media campaign impact on leads* Reported to:- Center's General Manager & Board of Directors Show less

• 

  Wham clinics

  Sept 2023 - now

  Customer relationship management manager

  Duties & Responsibilities:* Enhance Complaints Handling and customer satisfaction * Discover ways to boost business sales and ensure customer loyalty* Data Analysis and develop BI Tools * Working with IT to manage CRM systems and data warehousing* Develop tools to enhance department performance * Overseeing & Assessing staff activities and providing them with performance related feedback. * Align with operation team & required departments in complaints, updates and promotion* Tracking customer experiences across online and offline channels, devices, and touch points.* Reported to:- General Manager & CEO Show less