Basic Info

Yasmine Nada

3 years

Cairo Governorate, 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 (2 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
This profile is fresh!
Last update 5 days ago.

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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

Online Presence

https://www.linkedin.com/in/yasmine-nada-54b108ba?100006859785628@facebook.com

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