Rawan Masad

Experience

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  Arab Bank

  Aug 2019 - May 2022

  Customer Information Officer

  Welcomed and provided orientation to all customers, ensuring their requests and inquiries were handled in a professional manner.Efficiently managed the branch queue by guiding customers to various channels such as ATM, Hala Arabi, and Arabi Online, enhancing customer convenience and reducing wait times.Assisted walking customers by addressing their requests, promptly resolving any related issues, and ensuring a high level of customer satisfaction.Facilitated the completion of necessary documentation for specific products or services requested by customers, ensuring accuracy and compliance.Demonstrated proficiency in handling custody items and keys, ensuring their secure management and efficient retrieval as needed. Show less

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  Microsoft

  May 2022 - Nov 2023

  Queue Manager

  Monitoring incoming volumes and triage service requests to appropriate owners, based on their skills and on the business priorities, taking customers’ needs and other urgencies into consideration.Prioritizing and distributing workload based on the service agreement level while giving critical requests top priority - Globally and in EMEA specifically. Managing stakeholders’ escalations and setting expectations including the most strategic Microsoft Customers.Creating and improving processes, driving changes and improvements as needed.Analyze historical data and provide guidance to the team on the direction of case issues/problems.Supporting engineers with case related operational activities such as engaging other teams.Point of Contact regarding supportability and team availability for collaborations.Ensuring all team related processes are maintained up to date and sharing feedback on tool improvement opportunities.Identifying and analyzing trend related to case assignments and team workload to optimize team outcomes.Generating reports on daily basis to help mangers to have the visibility on the team operations.Help to leverage and evangelize team initiatives.While the case ownership is within the team, be available and assist as much as possible the team.Being tenacious in finding owners for Support Requests.Engage with other Technical Advisors and Managers to handle misrouted requests to find owners quickly. Show less

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  Concentrix

  Dec 2023 - Jul 2024

  IOS Technical Support Advisor

  • Responsible for handling technical-support and support related questions for Clients customers and Partners• Provide prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer• Responsible for ensuring call resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction• Accurately logging all interactions via Client’s Contact Management System• Achieve call center metrics as defined by the Supplier• Recognize and adjust support approach to accommodate all levels of customer’s experience• Educate customers on support options, and the steps being taken to resolve the issue, including online tutorials, in-store programs and help applications built into the programs• Communicate positively with team members, customers, and other partners Escalate issues to the appropriate department according to Client’s Procedures• Use client's tools in an ethical way without any abuse that could lead to financial loss. Show less

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  Amazon

  Jul 2024 - Oct 2024

  Account Manager

  · Identify, prospect and recruit high-potential merchants via phone or email.· Effectively prioritize and manage a pipeline of merchants to consistently meet/exceed monthly targets.· Be a partner for new merchants providing them with driven insights and advice to optimize their success on Amazon.· Work closely with new merchants, educating them about Amazon’s high standards of Delivery and Customer Experience.· Enable merchants to learn and master Amazon's tools and systems so they may become self-sufficient in managing their catalog, inventory and performance efficiently and to the required standards.· Learn and understand the specifications of your categories to spot trends, seasonal items and competitive pricing to best tailor your pitch and advice to merchants.· Track and report development results, analyze, interpret reports and information for your portfolio of merchants.· Prioritize your time optimally to achieve your targets in a KPI-driven environment Show less

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  Ericsson

  Oct 2024 - now

  Account Manager

  • Handle the Sales Process internally.• Manage financial forecasts and the lifecycle from Customer Purchase Order to Invoicing.• Cultivate Relationship for Value Creation.• Follow up Customer Meetings and Action Plans. • Act as main interface for relevant areas.• Communicate relevant business info.• Identify resources for customer meetings.• Stay updated on the business environment.• Plan customer meetings.• Sales opportunity creation.