Farah Ahmed Kedwany

Customer support team leaderFull Time

• Job Details:- Developed SOPs and Knowledge Base for streamlined customer support across diverse clients. - Expanded the team from 9 agents to 23 agents with a total of 19 different clients, effectively managing increased workload and client base. - Led the team to consistently exceed all KPIs, resulting in happier clients and a successful onboarding of 3 new clients within the first 3 months.

Customer support specialistFull Time

• Job Details:-Worked with clients in North America, including Sleepme inc., which is a company that specializes in health and wellness. -Creating content ideas for the different platforms including Instagram, Facebook, Twitter and TikTok and schedule them accordingly. - Performing an outreach campaign to build organic relationships, increase engagement and start collaborations with influencers. - Handling customers’ messages in the best way possible while maintaining the brand’s image and tone of voice. - Replying to customers’ public comments and tweets in a way to create a positive public image for the brand and - Collaborating with the team to develop social media content and identify new opportunities.

Social Media StrategistFreelance / Project

• Job Details:- Created a marketing strategy for the clinic’s social media through Facebook, Instagram and Google with the main goal of increasing lead conversion rate. - Uploaded daily posts according to the plan and did the copywriting and graphic designing. - Advertising on Facebook, Instagram and Google. - Provided customer support