Anas Hosny

Experience

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  Vodafone

  Jan 2017 - Jan 2018

  Customer Service Representative (IRELAND)

  • Manage large amounts of incoming phone calls.• Explain and clarify all the details such as billing details, packages, recent offers.• Help customers upgrade their bundles, by offering better tariffs and devices.• Follow up with the needed escalations.• Building a good relationship with the customers, by showing empathy and dealing in a manner way.• Follow communication procedures, guidelines, and policies

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  Jumia Egypt

  Jan 2018 - Jan 2018

  Social Media Moderator

  • Engage with Facebook comments and queries.• Reviewing and responding to all customer's emails with accurate and proper information.• Creating and sending vouchers to the customers.• Build sustainable relationships and trust with customers' accounts through open and interactive communication.• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution.

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  Amazon

  Oct 2018 - Jul 2019

  Senior Customer Service Advisor

  • Managing all customers' escalations and queries.• Contacting with the sellers, buyers, and shipping companies through all possible channels to provide the perfect and proper solutions for the customer.• Managing a team of junior customer service representatives.• Supporting teams to overcome tough tasks by providing related solutions and guidelines.• Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.

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  华为

  Jan 2019 - Jan 2020

  Social Media Moderator (Middle east)

  • Review and engage with all customers' queries, comments, and private messages in the middle east through multiple social media platforms using CRM.• Contact with maintenance centers to facilitate the repairing process for the customers.• Always go for an extra mile to find a solution for all technical queries and issues related to Huawei phones.• Concentrate on delivering a high level of quality service for the customers through redirecting them to the website by sending the link that related to the customer query which provides all related details. Show less

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  Udacity

  Jan 2021 - Jan 2022

  Digital Marketing Specialist

  • Concentrated on publishing campaigns on a high level of quality. by developing creative content that matches the targeted audience.• Optimized landing pages, ads, and website traffic. using Analytic tools to measure the impacts and get the best ROI like Google analytics, SEranking.• Defining the KPI and who is the best persona that fits the marketing strategy.• Enhanced conversion rates via A/B testing landing pages for a better performing conversion funnel.• Conceptualized and developed high-quality visuals and content. by brainstorming and implementing new creative ideas with the marketing teams along with following the brand guidelines.• Created content plan & Calendar for email marketing campaigns to send out to customers using MailChimp as an email marketing tool.• Ensured that the brand message is consistent. by following the marketing calendar.• Detected and evaluated the AOV (Average order value). using the analytic tools.• Optimized the Marketing campaign by checking and analyzing bouncing rate, cart abandonment rate, checkout abandonment which increased the purchasing rate.• Create and design visuals using Canva. Show less

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  E& UAE

  Oct 2021 - May 2022

  Senior Customer Service Executive

  • Engage with all queries and issues of the customers in all possible ways. by Initiating troubleshooting steps for the technical issues in addition to Serving and educating the customers to make sure that they use the company app for future queries to meet FCR metrics.• Achieved sales target by offering packages for the eligible accounts.• Clarify and explain billing details.• Provide accurate, valid, and complete information by using the right methods/tools.• Dealing and engaging with VVVip customers.• Achieved sales target by offering packages for the eligible accounts. Show less

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  Air Arabia

  Apr 2022 - now

  Cabin Crew