Experience

Yajny - يجني

• Egypt
• Retail
• 1 - 100 Employee

• Business Analyst

  • Nov 2019 - Present

  ● Create Daily, Weekly, and Monthly reports. ● Gathering, validating, and documenting business requirements. ● Analyzing commercial data such as budgets, sales results, and forecasts. ● Creating functional specifications for solutions. ● Estimating costs and identifying business savings. ● Implementing and testing solutions. ● Supporting business transition and helping to establish change. ● Create Daily, Weekly, and Monthly reports. ● Gathering, validating, and documenting business requirements. ● Analyzing commercial data such as budgets, sales results, and forecasts. ● Creating functional specifications for solutions. ● Estimating costs and identifying business savings. ● Implementing and testing solutions. ● Supporting business transition and helping to establish change.



Almosafer

• Saudi Arabia
• Travel Arrangements
• 700 & Above Employee

• Support Specialist

  • Aug 2019 - Oct 2019

  Support Agents with their inquiries.Handle customer escalations.Mange the floor to achieve SLA.

• Travel Consultant

  • Apr 2019 - Jul 2019

  Handle Customer Inquiries.Handle Airline tickets via GDS system (Reissue, Refund, Partial Refund, Manuel fare build, and EMD)



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Enterprise customer care

  • Oct 2016 - Mar 2019

  Handle Enterprise SPOCS. Handle Enterprise customers complaints. Handle technical Service requests. support Testing team testing new rate plans. Support Testing team to develop Vodafone application. Handle Enterprise SPOCS. Handle Enterprise customers complaints. Handle technical Service requests. support Testing team testing new rate plans. Support Testing team to develop Vodafone application.



MedNet Global Healthcare Solutions LLC

• United Arab Emirates
• Insurance
• 400 - 500 Employee

• Customer Service Administrator

  • Aug 2015 - Oct 2016

  ▪ Customer service agent. Call center support within rush hours. ▪ Customer service administrator. Verifying customers’ requests via E-mails & Faxes. Developed a new workflow system. ▪ Acting as a team leader. Creating reports, schedule, resolving agents’ issues and answering agents’ questions. ▪ Production Department. Handle ID’s issues, updating wrong data and upload new customers’ data. ▪ Claims department. Archiving claims data as a document controller. ▪ Customer service agent. Call center support within rush hours. ▪ Customer service administrator. Verifying customers’ requests via E-mails & Faxes. Developed a new workflow system. ▪ Acting as a team leader. Creating reports, schedule, resolving agents’ issues and answering agents’ questions. ▪ Production Department. Handle ID’s issues, updating wrong data and upload new customers’ data. ▪ Claims department. Archiving claims data as a document controller.



ECCO Outsourcing

• Egypt
• Outsourcing/Offshoring
• 200 - 300 Employee

• Customer Service Representative

  • Jul 2013 - Jul 2015

  ▪ Customer care agent. Handling individual and corporate customers. ▪ Support new agents. Creating Knowledge base for customer service requests (Individual, Corporate and ADSL) requests. ▪ Performance managements. Preparing agents score card and coaching agents upon committing an error. ▪ Handling hard calls. ▪ Customer care agent. Handling individual and corporate customers. ▪ Support new agents. Creating Knowledge base for customer service requests (Individual, Corporate and ADSL) requests. ▪ Performance managements. Preparing agents score card and coaching agents upon committing an error. ▪ Handling hard calls.