Experience

dubizzle Egypt

• Egypt
• Technology, Information and Internet
• 100 - 200 Employee

• Senior Quality Assurance Specialist

  • May 2019 - Present



OLX

• Netherlands
• Software Development
• 700 & Above Employee

• Senior Quality Assurance at OLX Group

  • Sep 2019 - Present

   Monitor the tickets for the agent. Giving coaching sessions to increase the quality of the agents. Establish rules and processes to help our customers and increase our satisfaction.

• Senior Zendesk Customer Service Agent at OLX Group

  • May 2016 - Sep 2019

   Providing support (inquiries and requests...etc) to our users through zendesk (that might include phone calls sometimes), Facebook, and through chat. We are representatives of OLX in front of our users, and the eye of the users (how they see the website) in front of OLX. In other words we are the link between both. We insure the quality of published ads as we also responsible for user's reports about invalid ads. Also helping QA Dep. by reporting them agents mistakes that our user complained about it directly through tickets.  We are the guardian of OLX as we prevent scammers from using our website. Reporting technical issues to the technical team or sometimes internal issues to our management. We gather our users' suggestions that help greatly in improving the website and keeping it up to date. Zendesk is a huge data store so we are helping other departments whenever it is needed. Show less

• Customer Service Representative at OLX

  • May 2015 - May 2016