Account Manager

• Jun 2023 - Present

Operations Excellence Executive

• Jan 2023 - Jun 2023

- Quality Auditing for the support teams in Egypt and Kuwait.- Sending weekly & Monthly Quality reports to the concerned department heads.- Sending daily linear reports related to tech issues to the concerned department heads.- Sending the unsolved linear report weekly.- Sending the calls weekly report for the calls made by Support teams, and Sales.- Sending the weekly customer satisfaction reports related to the support team.- Sending NPS analysis reports upon requested by my direct manager.- Being an SME to support the customer service team with the atypical questions.- Monitoring, and reporting the daily Customer Dissatisfactions (DSATs), and following up with the dissatisfied clients to validate the reasons behind the given DSAT. Show less

Quality Assurance Specialist

• Sep 2021 - Jun 2023

- Quality Auditing for the support team.- Sending weekly & Monthly Quality reports to the concerned department heads.- Sending NPS analysis reports upon requested by my direct manager.

Customer Service Representative

• Jun 2020 - Sep 2021

- Supporting Zyda's clients through live chat, email, and phone calls.- Fulfilling the clients' requests to make edits on zyda's dashboard.- Helping the clients to link the online payment gateway.- Sending potential clients' requests to join zyda to the responsible sales team.

Community Support Specialist

• Oct 2017 - May 2020

- Handling drivers' concerns from the SSA region through live chat, emails, and phone calls, and their concerns include: * Handling payment issues. * Checking disputes between drivers and riders, and applying the correct adjustment following the correct process. *Checking technical issues related to vehicle adjustments, documents, and drivers personal information. - Handling drivers' concerns from the SSA region through live chat, emails, and phone calls, and their concerns include: * Handling payment issues. * Checking disputes between drivers and riders, and applying the correct adjustment following the correct process. *Checking technical issues related to vehicle adjustments, documents, and drivers personal information.

Corporate Sales Specialist

• Mar 2015 - Oct 2017

Customer Service Representative

• Apr 2014 - Jun 2014

Corporate customer support Corporate customer support