Ghada Abdel Razik Selim

Decision Support AnalystFull Time

• Job Details:Gathers data and creates reports and presentations, or reviews and organizes existing quantitative analyses. Provides research and analysis to help managers identify options and implement solutions to business or operational problems Work with various departments within a company to identify potential problems and find effective solutions. Develop data-driven models to inform decision-making across a variety of business domains. Conduct statistical analysis to identify trends, relationships, and patterns in data.

Real Time Management Analyst - Smart VillageFull Time

• Job Details:Responsible for managing the real-time team and oversee all activities relative to the management of all queues and skill sets, making adjustments to call allocations driven by real-time trends. Responsible for the real-time monitoring of agents, ensuring adherence to their schedules, schedule changes, and the daily exception management of Verint and the telephony system. Also responsible for developing real time processes and communication to senior management.

ONLINE CHAT SPECIALISTFull Time

• Job Details:Serves as end-to-end point of contact for customer base. Receives and processes customer service inquiries and problems via online live chat.  Manages multiple-simultaneous customer interactions online.  Demonstrates accuracy and thoroughness to meet productivity standards in a timely manner and work effectively and efficiently exceeding call center’s‍standards.  Provides assistance on escalation queue.  Subject matter expert of the website and self service delivery channels to assist customers in resolving their issue in their channel of choice.  Use well-developed and effective writing skills to clearly respond to customers' questions and reduce future unnecessary contacts.  Works with minimal supervision, using intermediate problem solving skills and judgment.  Advocate for our customer and escalates issues as appropriate and/or solicit help as needed. Works with other departments to resolve and address customers’ concerns.  Demonstrates empathy to our customers’ needs on each and every interaction.  Utilizes excellent and professional written communication skills to respond to incoming customer service and sales inquiries via digital channels.  Provides customer education regarding service options, charges, billing, and contracts that pay be standard or advanced.