Islam Ahmed Refaei

Social Media Senior specialist, Full Time

• Job Details:• Build and execute social media strategy through competitive research, platform determination, benchmarking, and messaging and audience identification. • Generate, edit, publish and share daily content (original text, images, video or HTML) that builds meaningful connections and encourages community members to take action. • Set up and optimize company pages within each platform to increase the visibility of company’s social content. • Moderate all user-generated content in line with the moderation policy for each community. • Continuously improve by capturing and analyzing the appropriate social data/metrics, insights and best practices, and then acting on the information Create editorial calendars and syndication schedules. • Collaborate with other departments (customer relations, sales etc) to manage reputation, identify key players and coordinate actions.

Social Media Senior specialist, Full Time

• Job Details:• Build and execute social media strategy through competitive research, platform determination, benchmarking, and messaging and audience identification. • Generate, edit, publish and share daily content (original text, images, video or HTML) that builds meaningful connections and encourages community members to take action. • Set up and optimize company pages within each platform to increase the visibility of company’s social content. • Moderate all user-generated content in line with the moderation policy for each community. • Continuously improve by capturing and analyzing the appropriate social data/metrics, insights and best practices, and then acting on the information Create editorial calendars and syndication schedules. • Collaborate with other departments (customer relations, sales etc) to manage reputation, identify key players and coordinate actions.

Etisalat Operation night Shift Senior advisorFull Time

• Job Details:Objectives: Seeking a challenging position where my qualifications and experiences are well utilized in one of the following positions (collection supervisor, operation senior supervisor, quality assurance supervisor, training supervisor).  Experiences:  Communication field experience - I am working at Etisalat Misr as a night shift senior advisor (August 2014: now). • Responsible for all high usage team tasks. • Responsible for all Work Force tasks. • Handling all kind of outages (application, system, network ... Etc.). • Communicating the outage resolution to the concerned parties. • Responsible for monitoring all queues such as (HV, TS3G, BB, ISP TS, BS, CEU and CEU_HI and Diamond). • Responsible for managing the available resources by assign or remove skills to agents according to the queues availability. • Monitoring real time SL, reporting out of adherence cases and modify breaks according to SL availability. • Responsible for distributing workload over the available resources. • Responsible Sending SL handover report to all Queues and analysis and justifications. - I worked as a Diamond Team call center agent at Etisalat Misr (March 2014: August 2014). Main responsibilities were to insure all the customer requests, complaints and treatments to be handled effectively with excellent experience and with short service level. - I worked as a high value call center agent at Etisalat Misr (March2013:March2014). - I worked as a call center agent at Etisal international (Jun2010:March2014).  Other fields experiences: - I worked as a Sales representative outdoor at EGY Serve for medical equipment’s (march2010:Jun2010). Main responsibilities: Marketing for products and managing financial statements. - I worked as a sales representative in Misr for Insurance company (Jan2008:march2010). Main responsibilities: selling insurance policies and managing financial statements. - Chief at El Nasr Studios for film making (May2006:Sep2006).