Digital Marketing Specialist

• Aug 2022 - Present

Digital Marketing Specialist

• Apr 2021 - Aug 2022

-Responsible for copy-writing, advertising, moderation, and client handling.-Manage all social media channels of clients “Facebook, Instagram, Snapchat , LinkedIn & Twitter" As Content creations, Ads Management & Moderation.- Creating analysis and defects Reports to measure the performance.-Write, develop, and strategize online content production and scheduling.-Create and maintain company social media pages and profiles-Track and analyze analytics reports to gain insight on traffic, demographics, and effectiveness;utilize this information to positively affect future outcomes.-Collaborate with other departments to manage company reputation, coordinate promotions,and increase reach

Digital Marketing Specialist

• Sep 2020 - Jun 2021

-Responsible for copy-writing, advertising, moderation, and client handling.-Manage all social media channels of clients “Facebook, Instagram, Snapchat & Twitter" As Content creations, Ads Management & Moderation.- Creating analysis and defects Reports to measure the performance. -Responsible for copy-writing, advertising, moderation, and client handling.-Manage all social media channels of clients “Facebook, Instagram, Snapchat & Twitter" As Content creations, Ads Management & Moderation.- Creating analysis and defects Reports to measure the performance.

Social Media Specialist

• Aug 2018 - Sep 2020

-Responsible for copy-writing, advertising, moderation, and client handling.-Manage all social media channels of clients “Facebook, Instagram" As Content creations & Ads Management. -Responsible for copy-writing, advertising, moderation, and client handling.-Manage all social media channels of clients “Facebook, Instagram" As Content creations & Ads Management.

Quality Assurance Analyst

• Feb 2018 - Feb 2019

-Ensuring the quality of service provided by agents.-Provide essential knowledge to support the operational agents.- Handling and organizing tracking sheets for agents. -Handling communication between Uber and customer support representatives in terms of product knowledge.-Align with product knowledge trainers to provide the best knowledge experience for the agents.- Creating quality analysis and defects dashboard to measure the performance. - Handling disputes between the quality reviewers and TL.-Arrange calibration sessions for (TL, Trainers, and CSRs) to ensure the account of high quality.

SME (Subject Matter Expert)

• Dec 2017 - Feb 2018

Subject Matter Expert in quality and training department:• Helping and supporting CSRs in a knowledge base and addressing all customers concerns.• Updating the team with any important or minor update and help them through to follow the new process.• Supporting Nesting and Production CSRs in parallel during and after launching phase.• Prepared and arranged briefings to tackle the CSRs' challenging points on the spot and to enhance their QA numbers.• Deep knowledge base analysis to track its updates in high dynamic knowledge account.• Flagging the resources confusions and missing parts and its impact on the client.

Back Office Employee

• May 2017 - Dec 2017

Uber offshore account:• Handling all customers’ requests that been raised to Uber-help.• Supporting riders asking for help with their account or feels unfairly charged using Bliss system. • Understanding Uber Privacy Policy and regulations.• Achieving the TPH (ticket per hour) number and exceeding it with the required quality and following the process

Technical Support

• Sep 2016 - May 2017

Handled inbound customer queries, services requests and complaints.Specialized in escalation and customer experience tasks.Supported the team by applying knowledge/skills to complex cases.Acted as team leader delegate and maintained the team total performance.Supported CSR's by recommending best practices, answering to clientinquiries.Develop customized solutions that address specific needs.Overseeing the development of technical solutions, reviewing technicaldocumentation and tracking bugs and outages to report it.Identify agent strengths and opportunities and report findings up to TLs

Volunteer

• Mar 2012 - Mar 2015