Bahaa Ayman

L2 Technical specialistFull Time

• Job Details:Responsibilities and Achievements: • Delivered advanced technical support to clients, including conducting meetings to demonstrate platform features and resolve technical issues. • Designed and developed custom chatbot flows from scratch, implementing advanced conditions and utilizing all platform commands to meet diverse client requirements. • Created WhatsApp templates and managed marketing campaigns tailored to client objectives. • Utilized Excel for data analysis, generating detailed reports, and filtering specific client data for campaign purposes. • Programmed conversation flows for the platform using JSON for integration and executing complex commands. • Enhanced platform functionality by integrating advanced APIs such as ChatGPT, Google Gemini, and Google Sheets for automated data handling and task management. • initiated and led the development of a comprehensive Knowledge Base website to centralize resources and improve client support. • Continuously collaborated with the development team to implement platform optimizations and innovative solutions based on client feedback.

Quality Assurance AnalystFull Time

• Job Details:Responsibilities and Achievements: • Monitored inbound and outbound calls, evaluating agent performance in terms of service quality across all channels. • Created detailed reports on call types, employee errors, and Knowledge Base issues to identify and address performance gaps. • Conducted callback reviews and investigated monitoring discrepancies to determine whether errors were due to agent performance or quality processes. • Held one-on-one sessions with employees daily, focusing on those with performance challenges, to identify issues and implement improvement plans. • Participated in onboarding sessions with new hires to explain quality standards and processes, ensuring a strong foundation. • Managed auditing reports for customer care activities and transactions, ensuring alignment with company standards. • Provided actionable recommendations for process improvements based on customer experience and feedback. • Designed and implemented quality rules and guidelines to optimize team and individual performance. • Conducted regular calibrations and meetings with managerial and non-managerial teams to maintain consistency and stability. • Delivered presentations and led business simulations for new hires to prepare them for operational challenges.

Customer Service Representative (Email)Full Time

• Job Details:Handled customer inquiries and complaints via email. Achieved high levels of customer satisfaction through effective solutions.