Experience

DTC Marketing

• Canada
• Advertising Services
• 1 - 100 Employee

• Email Marketing Specialist

  • Jan 2021 - Present

  • Email Marketing Specialist. • Content Creator. • Data Entry. • Uses CRM tools to manage relationships and interactions with customers and potential customers. • Performs admin tasks for the clients and appointment setting. • Management of ActiveCampaign and Convertkit. • Email Marketing Specialist. • Content Creator. • Data Entry. • Uses CRM tools to manage relationships and interactions with customers and potential customers. • Performs admin tasks for the clients and appointment setting. • Management of ActiveCampaign and Convertkit.



Freelance

• Egypt
• Human Resources
• 1 - 100 Employee

• Virtual Assistant

  • Feb 2020 - Present

  • Managed employee training for all new recruits. Offered continuous advice, guidance, mentorship on duties and gave best practices. • Email management. • Social Media Management. Answers questions/concerns sent by different clients through the social media pages of the business. • Creates announcements or posts on the social media pages of the business via Canva or Adobe Photoshop. • Edits videos and photos requested by the client for the social media ads. • Manages after-sales inquiries. • Write articles and do researches. • Uses CRM tools to manage relationships and interactions with customers and potential customers. • Performs admin tasks for the clients and appointment setting. • Light website development in WordPress such as updating the website’s content weekly. • Management of ActiveCampaign and ClickFunnels. Show less



Wipro Limited

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Quality Assurance Specialist

  • Dec 2018 - Feb 2020

  • Performed real time call audits to ensure that the advocates are providing world class assistance to US Senior Citizens, Disabled and Veterans. • Experienced in sending daily, weekly and monthly Pareto Analysis to identify top defects and suggest action plans. • Participated in calibration sessions with both onshore and offshore Quality Analysts. • Provided one on one coaching with agents to help them improve their NPS Scores. • Provided daily QA updates to all agents via Pre-shift Huddles • Conducted QA talks to New Hires and tenure agents to ensure that process updates are being cascaded effectively. Show less



Champion Services

• United States
• Construction
• 1 - 100 Employee

• Quality Analyst

  • Aug 2014 - Nov 2018

  • Conduct call, email and evaluations for CSRs as required and in a timely manner. This includes providing written feedback to the appropriate leadership team for review and coaching. • Handle overflow incoming calls, emails and chats in a mature and professional manner. • Perform miscellaneous duties as assigned by management. • Works closely with the Training Team to support Operations. • Complied with the number of audits per agent per day/week/month. • Facilitated and participated in global calibration sessions and made sure that acceptable variance score is maintained. • Played as SME or POC to New Hires during OJT. Show less



IBM

• IT Services and IT Consulting
• 1 - 100 Employee

• Financial Analyst

  • Apr 2013 - Dec 2013

  • Handle inbound and outbound calls in a mature and professional manner. • Logs and resolves customer disputes. • Collects payments for credit cards. • Perform miscellaneous duties as assigned by management. • Handle inbound and outbound calls in a mature and professional manner. • Logs and resolves customer disputes. • Collects payments for credit cards. • Perform miscellaneous duties as assigned by management.