Deyaa SaifElDin

Experience

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  Vodafone

  Aug 2015 - Nov 2015

  Entry-Level Customer Service Representative

  Although my tenure at VIS was brief (only a couple of months), I gained valuable insights into the world of customer support. However, I was soon presented with a better opportunity at Teleperformance, allowing me to further develop my skills and expertise in the field.

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  Teleperformance Egypt

  Nov 2015 - Feb 2018

  Customer Support/Travel Advisor

  Career Milestone: Teleperformance marked the start of my customer support journey, where I spent nearly 2.5 years refining my skills and expertise.Key Takeaways: Gained valuable experience in customer support at Teleperformance, a global leader in customer service solutions Held entry-level position as a support agent and travel consultant, with a focus on delivering exceptional customer experiences Spent nearly 2.5 years at Teleperformance, with a mix of fun and challenging experiences, but overall a satisfying experienceLearning Opportunities: I had the chance to learn the ins and outs of managing customer experiences, with extensive training through the company's internal talent development program, S.T.E.P.S. Client Focus: Worked with a client that prioritized customer satisfaction above all else, with a strong emphasis on achieving customer experience as "THE" KPI (Key Performance Indicator). This led to a high level of customer engagement and satisfaction, with many interactions exceeding customer expectations.Recognition: Consistently exceeded customer satisfaction targets, earning top performer recognition multiple times. عرض أقل

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  Uber

  Aug 2018 - May 2020

  Community Support Specialist

  At Uber, I embarked on a new and challenging experience, applying my previous experience and skills to contribute to the company's fast-paced growth model.Key Takeaways: Developed expertise in process management and Six Sigma principles to improve service delivery Served as a Tier 2 driver support specialist, providing support to Uber partner drivers through various channels (in-app messaging, emails, and phone calls) Utilized constructive feedback and insights to improve processes and drive continuous improvement Gained hands-on experience in team management, building on training received at Teleperformance عرض أقل

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  FlairsTech

  Oct 2020 - Apr 2021

  Senior Travel Advisor

  Amidst the shift to remote work, I adapted quickly to a new work environment after a one-week training session at headquarters.Achievements: Successfully managed tasks with minimal supervision, maintaining peak productivity and efficiency Responded to a wide range of customer concerns, from delayed refunds to unresolved flight ticket requests Utilized problem-solving skills to find creative solutions to address customer needs Demonstrated exceptional customer service skills, delivering tailored and empathetic support to a diverse customer base across the US and Canadian markets Proactively monitored and addressed technical system failures, implementing efficient workarounds and escalating issues for resolution Utilized Excel for meticulous case documentation and analysis, facilitating seamless collaboration with cross-functional teams عرض أقل

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  Concentrix

  Apr 2021 - Aug 2023

  Travel And Ticketing Subject Matter Expert (SME)

  Transitioning to remote work, I thrived in an autonomous environment, consistently meeting and exceeding Key Performance Indicators for 20 consecutive months.Achievements: Demonstrated exceptional performance, resolving issues efficiently and ensuring customer satisfaction Became a trusted Subject Matter Expert in travel processes and product knowledge Attained qualification for the role of team leader, recognizing my capabilities and dedication to excellence Maintained an exceptional record of attendance and adherence, ensuring reliability and consistency in performance عرض أقل

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  EDreams ODIGEO

  Sept 2023 - Mar 2024

  Senior Ticketing Advisor

  As a Ticketing Agent at eDreams, I managed a high volume of calls from customers, including those expressing frustration or confusion. Despite encountering challenges, I remained composed and empathetic, employing active listening and effective communication techniques to address their needs.Utilizing my knowledge of ticketing processes and travel industry regulations, I guided customers through resolving issues such as rebooking flights and issuing refunds. I also provided educational guidance, explaining complex concepts clearly to alleviate frustrations and foster a positive customer experience.Throughout my tenure, I upheld eDreams' standards of professionalism and customer satisfaction, contributing to the success of the team and the company's reputation as a trusted travel agency. عرض أقل