пропозиції роботи
Ahmed Shehata
Web Analyst, UBS
Wrocław,
dolnośląskie
Dołącz do GoldenLine i obejrzyj pełny profil tego użytkownika
Zobacz pełny profil
Umiejętności
Rozwój działalności
Critical Thinking
Powracalność klientów
Obsługa klienta
Digital Marketing
Marketing
Microsoft Excel
Multi-tasking Skills
Project Management
Public Relations
Zarządzanie jakością
Social Media
Social Media Marketing
Etyka pracy
Microsoft PowerPoint
Interpersonal skills
Teamwork approach
Presentation skills
leadership skills
time managemnet
CRM Salesforce
Salesforce
Problem solving skills
Quality
Comunication skills
Customer Satisfaction Analysis
Decision Making
Team Leader Management Skills
Języki
arabski
ojczysty
angielski
biegły
hiszpański
podstawowy
polski
podstawowy
Doświadczenie zawodowe
Social Media Supervisor
● Managed and monitored 16 team members’ performance; delegated tasks, and set deadlines.
● Oversaw a daily average of 1,500 customer communications through Facebook, Twitter and Instagram over Sproutsocial.
● Reduced the total volume of complaints by 25% by working closely with the Customer the Care Team and other departments.
● Improved customer satisfaction over social media by 15% based on customers' feedback.
● Oversaw a daily average of 1,500 customer communications through Facebook, Twitter and Instagram over Sproutsocial.
● Reduced the total volume of complaints by 25% by working closely with the Customer the Care Team and other departments.
● Improved customer satisfaction over social media by 15% based on customers' feedback.
Quality Lead Agent
● Monitored the performance of call and non-call processes and provided insightful evaluations to +20 agents.
● Analyzed data using AQM to improve organization performance.
● Conducted monthly briefings on quality defects and soft skills parameters.
● Conducted training regarding Qatar Airways Loyalty Programme and several briefings.
● Designed quality assurance checks and procedures for call centre agents.
● Analyzed data using AQM to improve organization performance.
● Conducted monthly briefings on quality defects and soft skills parameters.
● Conducted training regarding Qatar Airways Loyalty Programme and several briefings.
● Designed quality assurance checks and procedures for call centre agents.
Customer Service Agent
● Provided five-star customer service by responding daily to over 100 various customer requests, including but not limited to, new reservations & ticketing, refunds and complaints.
● Appointed as a Top Performer across QR networks according to customers’ feedback.
● Awarded the Bestseller of the month.
● Appointed as a Top Performer across QR networks according to customers’ feedback.
● Awarded the Bestseller of the month.
Retail Sales Representative
Vodafone Egypt
● Achieved a monthly target of 130 items with total revenue of 45,000 EGP, while delivering world-class service to all customers.
Projekty
Online Support Community
Szkolenia i kursy
● Enterprise Design Thinking Practitioner, IBM.
● Cert Prep: PMI Agile Certified Practitioner (PMI-ACP), Linkedin Learning.
● Social Media Marketing: Managing Online Communities, Linkedin Learning.
● Content Marketing: Social Media, LinkedIn Learning.
● Social Media Marketing | Social CRM, Linkedin Learning.
● Digital Skills: User Experience, Accenture.
● Advanced Google Analytics, Google Analytics Academy.
● Google Digital Garage Certificate, Google.
● New Manager Foundation, Linkedin Learning.
● Problem Solving Techniques, Linkedin Learning.
● Critical Thinking, Linkedin Learning.
● Diploma in Graphic Design, ShawAcademy.
● The Flexible Team Leader, Qatar Airways.
● Social Media Management Training, Sproutsocial.
● Customer Relationship Management (CRM) Microsoft Dynamics, Qatar Airways.
● Cert Prep: PMI Agile Certified Practitioner (PMI-ACP), Linkedin Learning.
● Social Media Marketing: Managing Online Communities, Linkedin Learning.
● Content Marketing: Social Media, LinkedIn Learning.
● Social Media Marketing | Social CRM, Linkedin Learning.
● Digital Skills: User Experience, Accenture.
● Advanced Google Analytics, Google Analytics Academy.
● Google Digital Garage Certificate, Google.
● New Manager Foundation, Linkedin Learning.
● Problem Solving Techniques, Linkedin Learning.
● Critical Thinking, Linkedin Learning.
● Diploma in Graphic Design, ShawAcademy.
● The Flexible Team Leader, Qatar Airways.
● Social Media Management Training, Sproutsocial.
● Customer Relationship Management (CRM) Microsoft Dynamics, Qatar Airways.
Edukacja
BSc in Accounting, licencjackie
Zagazig University
Specjalizacje
Obsługa klienta
Usługi profesjonalne
Reklama/Grafika/Kreacja/Fotografia
Webdesign
Sprzedaż
IT/Telekomunikacja
Zarządzanie jakością
Zapewnienie jakości
