Experience

JumiaPay

• United Arab Emirates
• Financial Services
• 1 - 100 Employee

• Jumia Pay Operations Specialist

  • May 2020 - Present

  • Responsible for replying to/fulfilling customers' inquiries. • Building trackers/reports for validation regarding customer satisfaction. • Reporting, Tracking weekly & monthly performance /productivity. • Worked as the team leads. Reporting to the operation manager. Responsible for assigning tickets and monitoring team productivity. • Prepared training session materials and knowledge base for our team SOPs. And was responsible for training team members as well as training new operation specialists. • Implemented a new process that helped in improving Jumia’s customer satisfaction. • Transmitted feedback coming from received tickets to the Jumiapay team, while suggesting ideas on how to solve the customers' pain points. For ex: adding more information in the SMS. • Implemented, Customer’s issue we solved before they even complain, as a proactive action to decrease the queue and solve the unnecessary load of tickets which helped in improving the team’s response rate and reduce workload. Development: - Spotting, Reporting & working on resolving Gaps in the process, and systems of products with relevant stakeholders. - Developing Team members. - Automating and standardizing operations. Helped with employee recruiting, including screening and interviewing candidates, selecting talent based Managed new staff training, coaching in matters including health, safety and emergency management regulations. Liaised with senior management to introduce new processes and technologies Show less



Jumia Egypt

• Egypt
• Retail
• 700 & Above Employee

• Operations Specialist

  • Aug 2017 - Present

  Strong support professional with a Bachelor's degree focused in Business Administration and Management, General from Higher Institute of Cooperative Studies.

• AR Finance in jumia Egypt

  • Jun 2019 - Present

  Managing and maintaining the company's financial records related to customer invoices and payments.Creating and sending invoices to customers accurately and on time. Tracking and monitoring customer payments to ensure timely and complete payment. Reconciling accounts to ensure accuracy.Following up on past-due payments and resolving any billing discrepancies or issuesCollaborating with other departments to ensure accurate and timely billing and payment processes Show less



Orange

• France
• Telecommunications
• 700 & Above Employee

• Customer Service Team Lead

  • May 2017 - Present

  - My duties were reaching our sales target every month with my team. - Delivering the best service to our customers by solving their claims. - And to make sure that everyone from my team is doing his daily task on a daily basis like (Merchandising, Revising all contracts, doing a daily check on the stock). - My duties were reaching our sales target every month with my team. - Delivering the best service to our customers by solving their claims. - And to make sure that everyone from my team is doing his daily task on a daily basis like (Merchandising, Revising all contracts, doing a daily check on the stock).