Experience

Proper Business Solutions

• Egypt
• Outsourcing/Offshoring
• 300 - 400 Employee

• Talent Acquisition Specialist

  • Jan 2022 - Present

  - Administering employee benefits programs, such as health insurance, retirement plans, and leave management. Enrolling employees in benefit plans, coordinating open enrollment periods, and handling benefit-related inquiries.- Maintaining accurate and up-to-date employee records, including personal information, employment contracts, performance evaluations, training records, and disciplinary actions.- Managing the Human Resources Information System (HRIS) and ensuring the system's accuracy and integrity. Generating reports, analyzing data, and utilizing technology to streamline HR processes.- Staying up-to-date with labor laws and regulations, ensuring compliance with employment laws and regulations. Developing and implementing HR policies and procedures throughout the organization.- Assisting with employee relations matters, including conflict resolution, disciplinary actions, and grievance handling. Providing guidance and support to managers and employees on HR-related issues.- Supporting employee engagement initiatives, organizing employee events, recognition programs, and employee surveys. Assisting in developing strategies to enhance employee satisfaction and foster a positive work culture.- Assisting with performance management processes, including goal setting, performance evaluations, and performance improvement plans. Supporting managers in addressing performance issues and fostering employee growth.- Generating HR reports and analyzing HR data to provide insights and support decision-making. Monitoring HR metrics and key performance indicators (KPIs) to assess HR service effectiveness.- Performing various administrative tasks, such as preparing HR documents, maintaining HR files, processing HR-related invoices, and coordinating HR-related meetings and events. Show less

• Human Resources Specialist

  • Jun 2022 - Nov 2022

  - Screens applications and selects qualified candidates. Schedules interviews; oversees preparation of interview questions and other hiring and selection materials. Assists with the interview process, attending and conducting interviews with managers, and directors. Actively source candidates for open positions/roles using all possible recruitment methods. - Worked on getting the reports done for the client for how many companies are going to work with us. - The link between the company and the clients. Interviews and online meetings for the candidate. - Conduct market research and analyze the company's current products and services to determine necessary adjustments for increased customer engagement. Show less



Breadfast

• Egypt
• Transportation, Logistics, Supply Chain and Storage
• 500 - 600 Employee

• Customer Care Associate

  • Jan 2022 - Jan 2023

  Assisting customers with inquiries, concerns, and complaints professionally and courteously. Providing prompt and accurate information about products, services, and company policies. Resolving customer issues efficiently by actively listening, identifying problems, and offering appropriate solutions. Documenting customer interactions and maintaining accurate records of inquiries, complaints, and resolutions. Collaborating with other departments or teams to resolve complex customer concerns or escalate issues when necessary. Processing customer orders, returns, and exchanges accurately and efficiently. Handling customer payments, refunds, and billing inquiries. I'm following up with customers to make sure they are satisfied and address any additional needs or concerns. Maintaining a high level of product knowledge to effectively assist customers and provide recommendations. We are adhering to company guidelines and procedures while delivering exceptional customer service. Continuously improving customer care skills and staying updated on product knowledge and industry trends. Show less



NAOS Solutions

• Egypt
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Senior Customer Care Representative

  • Feb 2020 - May 2022

  - Customer escalations: Handling escalated customer issues or complaints that require senior-level attention. Resolving complex problems and ensuring a satisfactory resolution for the customer. - Team support and mentoring: Assisting and mentoring junior customer care representatives. Providing guidance, sharing knowledge, and helping them develop their skills to enhance overall team performance. - Performance monitoring and reporting: Monitoring and analyzing key performance indicators (KPIs) related to customer satisfaction, response time, resolution rate, and other metrics. Reporting findings to management and suggesting improvements. - Training and development: Assisting in training new hires and conducting ongoing training sessions for the customer care team. Sharing best practices, providing coaching, and facilitating skill development to improve the team's overall performance. - Process improvement and optimization: Identifying opportunities to streamline processes, improve workflows, and enhance the efficiency and effectiveness of the customer care function. Collaborating with cross-functional teams to implement improvements. - Quality assurance: Ensuring compliance with quality standards and customer service policies. Conducting quality audits, reviewing customer interactions, and providing feedback to customer care representatives to improve service quality. - Customer feedback analysis: Analyzing customer feedback, surveys, and customer satisfaction data to identify trends, patterns, and areas for improvement. Providing insights and recommendations to enhance the customer experience. - Stakeholder communication: Collaborating with other departments, such as product management, operations, or marketing, to address customer concerns, provide feedback, and communicate customer needs or requirements. - Reporting and documentation: Preparing reports, and maintaining accurate documentation. Show less



Retail Ecommerce Ventures

• Manufacturing
• 1 - 100 Employee

• Customer Care Representative

  • Feb 2020 - Mar 2022

  Provide direct support through various channels chats, email, and phone for 4 brands: - Stein Mart. - Pier 1. - Modell's Sporting Goods. - The Franklin Mint. - Handling customer inquiries, concerns, and complaints through various communication channels such as phone, email, chat, or social media. Providing prompt and accurate responses to ensure customer satisfaction. - Assisting customers with placing orders, processing returns and exchanges, and tracking shipments. Collaborating with warehouse and logistics teams to ensure timely and accurate order fulfillment. - Developing a deep understanding of the products and brands offered by REV. Providing detailed information about product features, specifications, pricing, and availability to assist customers in making informed purchasing decisions. - Identifying and resolving customer issues, such as order discrepancies, billing problems, or product defects. Collaborating with internal teams to resolve customer concerns and escalations in a timely manner. - Utilizing product knowledge and customer interactions to identify upselling or cross-selling opportunities. Recommending additional products or accessories that align with customer needs and preferences. - Assisting customers with navigating the REV e-commerce platform, including account management, login issues, and technical troubleshooting. Guiding customers through the online shopping process and resolving any technical difficulties they may encounter. - Maintaining accurate and detailed records of customer interactions, inquiries, and resolutions. Effectively communicating with customers and internal teams to ensure information flow and issue resolution. - Identifying areas for process improvement within the customer care function. Providing feedback and suggestions to enhance customer service efficiency, effectiveness, and overall customer satisfaction. Show less



Partners Personnel

• United States
• Staffing and Recruiting
• 400 - 500 Employee

• Freelance Recruiter

  • Oct 2021 - Jan 2022

  - Screens applications and selects qualified candidates. Schedules interviews; oversees preparation of interview questions and other hiring and selection materials. Assists with the interview process, attending and conducting interviews with managers, and directors. Actively source candidates for open positions/roles using all possible recruitment methods. - Screens applications and selects qualified candidates. Schedules interviews; oversees preparation of interview questions and other hiring and selection materials. Assists with the interview process, attending and conducting interviews with managers, and directors. Actively source candidates for open positions/roles using all possible recruitment methods.



Hirezone community

• Cairo, Egypt

• Freelance Recruiter

  • Jul 2021 - Oct 2021

  - Freelance Recruiter and business developer. - Worked on getting the reports done for the client for how many companies are going to work with us. - The link between the company and the clients. Interviews and online meetings for the candidate. - Conduct market research and analyze the company's current products and services to determine necessary adjustments for increased customer engagement. - Freelance Recruiter and business developer. - Worked on getting the reports done for the client for how many companies are going to work with us. - The link between the company and the clients. Interviews and online meetings for the candidate. - Conduct market research and analyze the company's current products and services to determine necessary adjustments for increased customer engagement.



Kamtech Solar Solutions

• United States
• Renewable Energy Semiconductor Manufacturing
• 1 - 100 Employee

• Sales Representative

  • Mar 2021 - Jun 2021

  Prospecting and generating leads for solar solutions by identifying potential customers and conducting outreach activities. Conducting sales presentations and product demonstrations to educate customers about the benefits and features of solar solutions. Understanding customer needs and recommending appropriate solar solutions based on their energy requirements and budget. Preparing and delivering sales proposals and quotes to customers, outlining the pricing, savings potential, and return on investment. Negotiating and closing sales deals, ensuring customer satisfaction and adherence to company policies. Collaborating with internal teams, such as engineers and project managers, to ensure smooth installation and post-sales support. Building and maintaining strong customer relationships through regular follow-ups, addressing inquiries, and providing ongoing support. Keeping up-to-date with industry trends, market developments, and competitor offerings to stay competitive in the solar solutions market. Achieving sales targets and quotas set by the company, regularly monitoring progress, and taking proactive measures to meet or exceed goals. Maintaining accurate records of sales activities, customer interactions, and sales pipeline using CRM systems or other sales tools. Show less



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• WebChat

  • Mar 2020 - May 2020

  Engaging with website visitors through the web chat platform to provide assistance and answer inquiries. Responding promptly to customer inquiries, ensuring a high level of customer service and satisfaction. Providing accurate and relevant information about products, services, and company policies. Assisting customers in navigating the website, locating specific information, or completing online transactions. Resolving customer issues or complaints by actively listening, identifying problems, and offering appropriate solutions. Escalating complex or unresolved issues to the appropriate department or supervisor. Maintaining a professional and friendly tone in written communication to create a positive customer experience. Documenting customer interactions and maintaining accurate records of conversations, inquiries, and resolutions. Collaborating with other team members or departments to ensure prompt and accurate responses to customer inquiries. Staying updated on product knowledge, promotions, and website updates to provide accurate and up-to-date information to customers. Adhering to company guidelines, policies, and procedures while delivering exceptional customer support through web chat. Show less



VODAFONE UK LIMITED

• United Kingdom
• Business Consulting and Services
• 300 - 400 Employee

• Customer Care Representative

  • Sep 2019 - Mar 2020

  - Customer Support: Assisting customers with their inquiries, concerns, and complaints through various channels such as phone, email, chat, or social media. Providing prompt and accurate responses to ensure customer satisfaction. - Account Management: Managing customer accounts by updating personal information, addressing billing inquiries, and processing service changes or upgrades. Resolving account-related issues, such as billing discrepancies or contract inquiries. - Technical Support: Providing technical assistance to customers experiencing issues with Vodafone's products or services. Troubleshooting problems, guiding customers through basic device or service configurations, and escalating complex technical issues when necessary. - Service Activation and Cancellation: Assisting customers with activating new services or canceling existing ones. Guiding customers through the process, explaining terms and conditions, and facilitating a smooth transition. - Billing and Payments: Addressing billing inquiries, explaining charges, and assisting customers with payment-related matters. Resolving billing discrepancies, updating payment information, and providing guidance on payment options. - Product and Service Information: Having a thorough knowledge of Vodafone's products, services, and promotions. Providing accurate and detailed information to customers, explaining features, pricing, and available options. - Complaint Handling and Conflict Resolution: Managing customer complaints and resolving conflicts in a professional and empathetic manner. Listening to customers' concerns, gathering relevant information, and working towards a satisfactory resolution within company guidelines. - Billing and Payments: Addressing customer inquiries regarding invoices, billing discrepancies, payment methods, or payment processing. Providing assistance in understanding billing details and resolving billing-related issues. Show less