Shaza Daifallah

Customer Service Intern

1000 followers

Cairo, Egypt

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Timeline
About me
Associate Product Manager @Thndr⚡️ | Marketing enthusiast pursuing product | Empowering Creativity on the Path to Entrepreneurship 👩 💰📈 | Mini MBA
Education
- Tanta University
  2017 - 2022
  Bachelor of Commerce - BCom Business/Commerce, General Very Good
- AUC - School of Continuing Education
  2020 - 2021
  Mini MBA Business Administration and Management, General A
  • Career Certificate in Management - (Decision making & Problem solving – Project Management – Strategic Management-Principles of Marketing)• Foundation Certificate in Business Administration- (Business Finance – HR Management – Basics of OB – Interpersonal Skills – Principles of Marketing)
Experience
- National Bank of Egypt (NBE)
  Jul 2021 - Aug 2021
  Customer Service Intern
  Attended educational sessions for one week learning about the bank products & services, strategies & competencies and FinTech. As well as employable skills training during the month. Created a project on new products that can be developed to attract youth and it was selected among the top 40.My Job throughout the internship was to:• Answer customer questions and inquiries about basic banking services• Understand the customer needs• Help customers complete applications • Solve clients’ problems Show less
- Sharekkna
  Oct 2021 - Nov 2021
  Marketing & Communications intern
  • Proactively seek and acquired new partnerships with the potential target audience • Managed and built 3 successful partnerships with specialists • Established a project summary and effective marketing & communications plan as a framework to manage and encourage partnerships
- Bosta
  Jul 2022 - Oct 2022
  Market Research Intern
  • Conducted competitive analysis in the area of fulfillment, with a deep focus on researching the pricing and offerings of the competition• Assisted in acquiring new customers for the new service, and prepared a launch brief • Determined criteria and created a perceptual map to optimize our position in the market• Collaborated with other departments in customer lifecycle management, to turn leads into merchants to improve the customer experience• Conducted communication analysis regarding the competitors’ key messaging • Assisted in preparing a customer journey map by analyzing all touchpoints Show less
- Thndr
  Jan 2023 - now
  • Intake Form Oversight: Managed the intake form process, conducting quarterly reviews of submitted ideas to prioritize and guide product development.• Product Newsletter Management: Took ownership of the product newsletter, delivering quarterly updates on product releases and enhancements.• User Search Experience Improvement: Led a project to enhance the user search experience by adding engaging search aliases, resulting in more relevant search results and increased user satisfaction.• Stock 'About Section' Enhancement: Worked on a project to standardize and improve the stock 'About section,' enhancing overall user experience.• AOF Funnel Analysis: Currently deep diving into the AOF funnel to investigate and address high drop-off points, aiming to improve user retention and conversion rates. Show less • Churn Reduction and Customer Retention: Developed and implemented strategies to reduce churn and increase customer retention by collecting and analyzing quantitative data and interpreting user feedback.• New Hire Onboarding and Training: Assisted in onboarding and training new hires, providing them with the necessary tools and knowledge to succeed.• Multi-Channel Support: Managed multiple inbound inquiries from various channels, delivering exceptional product support and ensuring high customer satisfaction. Show less
  - Associate Product Manager
    May 2024 - now
  - Social Media Moderator
    Sept 2023 - Apr 2024
  - Customer Experience Specialist
    Jan 2023 - Aug 2023
Licenses & Certifications
- Certificate of achievement in Sales & Marketing
  AUC - School of Continuing Education
  Mar 2021
- Foundation certificate in Business Administration
  AUC - School of Continuing Education
  Jan 2020
- Introduction to lean startup
  The Center for Migration and Refugee Studies at the American University in Cairo
  Jul 2020
- Product Management: Fundamentals & Discovery
  EntryLevel
  Oct 2023
- Microsoft Office Specialist Master Certification (MOS)
  Tanta University
  Jul 2019
- Oral communication
  AUC - School of Continuing Education
  Jul 2019
- Career Certificate in Management
  AUC - School of Continuing Education
  Jan 2020
- Introduction to Events Management
  TEC Middle East and North Africa
  Jul 2020
- Marketing Fundamentals & Social media marketing
  The British University in Egypt
  Oct 2019
Honors & Awards
- Awarded to Shaza Daifallah
  Ideal Student Award - Dec 2021 Granted an ideal student award, and a certificate of honor by my college dean (for the year 2021-2022)
- Awarded to Shaza Daifallah
  Top Achiever in the NBE internship program - Aug 2021 Worked on a project centered around developing ways and products that attract youth to deal with the bank. I made it to the semi-finals and my project was one of the top 40 among 800 other interns.
- Awarded to Shaza Daifallah
  Imagine the Future Competition Shell Jan 2021 -I led a team of 6 participants and we were able to advance to the quarter-finals. We focused on conducting thorough research on specific problems, identifying the top causes, and creating feasible ideas to present.-Also took part in Nxplorer Training and ITF BootCamp as part of the competition
- Awarded to Shaza Daifallah
  Entrepreneurship Rally Competition AAST (Arab Academy for Science Technology & Maritime Transport) Sep 2020 - I led a small team and was responsible for creating a clear roadmap and gathering valuable market data to make informed decisions. We focused on analyzing the competition, identifying target customers, and developing a unique value proposition. - Completed an Ideation training that covered the 101s of Entrepreneurship and Innovation, and I learned what it takes to turn an idea into a successful business.
- Awarded to Shaza Daifallah
  Crisis Engineering Contest Powered by IEEE and hosted by Zewail City Jul 2020 - My role in this competition was focused on conducting extensive market research to gain insights into the preferences of our target audience. I also worked on idea validation to ensure they were viable. A big part was working on developing a sustainability and scalability plan to ensure our project could grow and thrive well in the future. - Was able to gain valuable insights into the world of entrepreneurship, through a course offered by Cisco Networking Academy: Entrepreneurship –… Show more - My role in this competition was focused on conducting extensive market research to gain insights into the preferences of our target audience. I also worked on idea validation to ensure they were viable. A big part was working on developing a sustainability and scalability plan to ensure our project could grow and thrive well in the future. - Was able to gain valuable insights into the world of entrepreneurship, through a course offered by Cisco Networking Academy: Entrepreneurship – Zewail City – Crisis Engineering Contest Show less
Volunteer Experience
- Presentation Specialist Volunteer
  Issued by Enactus on Mar 2022
  Associated with Shaza Daifallah
- Project management facilitator
  Issued by ASU Career Center on Mar 2020
  Associated with Shaza Daifallah
- Marketing Community
  Issued by Hult Prize Foundation on Sept 2020
  Associated with Shaza Daifallah