Experience

Icon Creations

• Australia
• Advertising Services
• 1 - 100 Employee

• Community Management & Reporting Team Leader

  • Feb 2018 - Present

• Senior Social Media Specialist

  • Jul 2013 - Feb 2018

• Social Media Specialist

  • Jun 2012 - Jul 2013



Canadian Egyptian For Technology

• Operation supervisor

  • Dec 2010 - Jun 2012

  - Managing 5 projects in Call Center. TBK, Sankawicht, Sankadeals.com, wassal.com and OSN (Orbit Showtime Network).- Meet the goals of the company as well as customer satisfaction.- Contribute my skills in solving and recommending suggestions on complex customer problems.- Manage a high paced and volume focused workload within set deadlines.- Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc- Provided swift resolution to customer complaints hence repairing trust and increasing customer retention and winning back customer loyalty.- Responsible for preparing reports, managing records and follow-up of customers.- Managing people in a way an organization to give the best results.- Responsible for Coaching, observe calls and follow-up of agent. - Resolve complex issues that have resulted in customer service disconnection through professional and skillful communication and negotiation in a timely and efficient manner.- Provide and report on customer feedback to management in a professional and appropriate manner, as required (i.e. customer satisfaction levels, product popularity and competiveness, industry trends, etc.).- Performed other tasks as delegated.

• Call Center Representative

  • Aug 2009 - Aug 2010

  - Answering incoming calls in a prompt, professional manner.- Determine customers' needs and requirements. - Respond to inquiries and requests from customers.- Provide accurate information to customers about products or services.- Identify, research, and resolve customer issues using the computer system. - Follow-up on customer inquiries not immediately resolved. - Interact with other departments to resolve issues. - Manage and update call logs and reports. - Answering incoming calls in a prompt, professional manner.- Determine customers' needs and requirements. - Respond to inquiries and requests from customers.- Provide accurate information to customers about products or services.- Identify, research, and resolve customer issues using the computer system. - Follow-up on customer inquiries not immediately resolved. - Interact with other departments to resolve issues. - Manage and update call logs and reports.



Spot line

• India
• Software Development
• 1 - 100 Employee

• IT Helpdesk

  • Jun 2006 - Jul 2009

  - Responsible for maintaining a computer, software, network and fixes them immediately. - Test computers and ensure that computer systems are functioning properly. - Check Antivirus for any alerts and attacks on the network and users.- Make sure to keep important files for the users to know the best ways to preserve it as a backup.- Install and search hardware, software and other programs that can help on the improvement of the computer for users.- Answer and resolve problems with computers for their clients personally, by telephone or from any remote location. Identify problems and they search for ways to resolve them immediately.- Provide assistance on how to use computer software and hardware such as installation, outlook processing, printing problems, and operating system.