Basic Info

Name: Yasmine Nada

Professional Experience: 3 years

Location: Cairo Governorate, Egypt

Highest Education: Bachelor's Degree

Career Level: Experienced

Work Experience

Subject Matter Expert at Ecco Outsourcing / Uber technology

Experience Details

Job Title: Subject Matter Expert

Job Role: Customer Service/Support

Career Level: Experienced (Non-Manager)

Job Details: • Helping and supporting CSRs in knowledge base and addressing all customers concerns.
• Updating the team with any important or minor update and help them through to follow the new process.
• Being Up to date with every update in knowledge base or in the application.
• Responsible for the CSRs in probation period:
1- Checking their attendance.
2- Helping them through to get the knowledge and understanding all customers’ requests.
3- Train and coach with un-clear policy or process.
4- Confirm each and every ticket answered before sending to maintain the quality of each and every ticket.
5- Helping them through to understand each contact.

Company Details

Name: Ecco Outsourcing / Uber technology

Location: Cairo, Egypt

Size: More than 1000 employees

Industries: Outsourcing/Offshoring

Website: N/A

May 2017 to present (2 months)

Customer Service Representative at Ecco Outsourcing /Uber technology

Experience Details

Job Title: Customer Service Representative

Job Role: Operations/Management

Career Level: Entry Level

Job Details: • Handling all customers’ requests that been raised to Uber-help.
• Supporting riders asking for help with their account or feels unfairly charged using Bliss system.
• Understanding Uber Privacy Policy and regulations.
• Achieving the TPH (ticket per hour) number and exceeding it with the required quality and following the process.

Company Details

Name: Ecco Outsourcing /Uber technology

Location: Cairo, Egypt

Size: More than 1000 employees

Industries: Telecommunications, Outsourcing/Offshoring

Website: N/A

Mar 2017 to May 2017 (2 months)

Account Advisor at Raya contact center

Experience Details

Job Title: Account Advisor

Job Role: Customer Service/Support

Career Level: Entry Level

Job Details: Job description:
• HancoWorld is a back office work where I help customers to get a rental or limo services.
• I use web mail and ERP system.
• I use also outlook for internal communication.
• The other programs that helps me Microsoft office, Excel also one note.
• Archiving Important Data.
• Coordinates between customer and the branches and the client.
• Handling E-mails.
• Creating reservations on Oracle System”ERP”.
• Translating English to Arabic and vise verse.
• Collecting data and helping customers to get the correct service.
• Changing information according to the new data if any.
• Understanding the changes in timing between different countries.
• Putting both customer and client in mind in escalations if any to get out with a win situation for both sides.
• Working with any update in service immediately without training or couching.