Basic Info

Yasmine Nada

3 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Subject Matter Expert at Ecco Outsourcing / Uber technology

Experience Details

Subject Matter Expert

Customer Service/Support

Experienced (Non-Manager)

• 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

Ecco Outsourcing / Uber technology

Cairo, Egypt

More than 1000 employees

Outsourcing/Offshoring

N/A

May 2017 to present (8 months)
Customer Service Representative at Ecco Outsourcing /Uber technology

Experience Details

Customer Service Representative

Operations/Management

Entry Level

• 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

Ecco Outsourcing /Uber technology

Cairo, Egypt

More than 1000 employees

Telecommunications, Outsourcing/Offshoring

N/A

Mar 2017 to May 2017 (2 months)
Account Advisor at Raya contact center

Experience Details

Account Advisor

Customer Service/Support

Entry Level

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.


Company Details

Raya contact center

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Feb 2015 to Dec 2016 (1 year 10 months)

Education

BA Arts in Ancient European civilization dept.

Education Details

BA Arts

Ancient European civilization dept.

Ain Shams University, Egypt

C / Good / 65 - 75%

Languages: Latin , ancient Greek , modern Greek and Italian History: ancient Greece and Latin history Arts: Greek arts and Latin arts

N/A

Ain Shams University
2008 - 2014
High School - Thanaweya Amma

High School Details

Thanaweya Amma

El Ola Modern School

Egypt

2008

B / Very Good / 75 - 85%

N/A

El Ola Modern School
2008

Training and Courses

Training/Course Details

Marketing

Dec 2013

Resala

How to evaluate market, making plans and convince clients with your thoughts.

Jobseeker photo

Profile Skills and Keywords

Account AdvisorAncient European Civilization Dept.Auto PartsBack OfficeConsumer ServicesCustomer ServiceCustomer Service RepresentativeEnglishExcelGermanHard WorkerHuman DevlopmentItalianManagementMarketingMicrosoft PowerPointMicrosoft WordOffshoringOrganizerOutsourcingProblem SolverPsychologyReadingSubject Matter ExpertSupportSupportiveSwimmingTalk ShowsTeam PlayerTelecommunicationsTraveling Abroad

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Advanced

Italian

Italian

: Beginner

: Intermediate

: Beginner

: Beginner

German

German

: Intermediate

: Beginner

: Beginner

: Beginner

Tools and Technologies

Microsoft Word

Microsoft Word

: Advanced

: Extreme - I love it!

:

5-7 years

Excel

Excel

: Advanced

: Extreme - I love it!

:

1-3 years

Microsoft PowerPoint

Microsoft PowerPoint

: Intermediate

: Extreme - I love it!

:

3-5 years

Fields of Expertise

Back office

Back office

: Expert

: Extreme - I love it!

:

1-3 years

Auto parts

Auto parts

: Intermediate

: Extreme - I love it!

:

More than 7 years

Human devlopment

Human devlopment

: Intermediate

: Extreme - I love it!

:

1-3 years

Marketing

Marketing

: Beginner

: Extreme - I love it!

:

1-3 years

Psychology

Psychology

: Beginner

: Extreme - I love it!

:

3-5 years

Key Skills

Hard worker, Organizer, Problem Solver, Team Player, Supportive

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