Basic Info

Muhammed Abd ElRaouf

2 years

Giza, Egypt

High School

Experienced

Work Experience

Operations Specialist (Team Lead) at Uber

Experience Details

Operations Specialist (Team Lead)

Customer Service/Support

Experienced (Non-Manager)

- Generate and share comprehensive and detailed reports and analysis about team performance, mission-related objectives, and deadlines.

- Provide statistical and performance feedback and coaching on a regular basis to each team member.

- Develop strategies to promote team member adherence to company regulations and performance goals.

- Oversee team members work for quality and guideline compliance.


Company Details

Uber (multinational)

Egypt

More than 1000 employees

Information Technology Services

www.uber.com

Nov 2016 to Apr 2017 (5 months)
Community Support Representative at Uber

Experience Details

Community Support Representative

Customer Service/Support

Experienced (Non-Manager)

N/A


Company Details

Uber (multinational)

Egypt

More than 1000 employees

Information Technology Services

www.uber.com

Feb 2016 to Nov 2016 (9 months)
Customer Service Representative at KnockMart

Experience Details

Customer Service Representative

Customer Service/Support

Experienced (Non-Manager)

Prelaunch:

Investigate and breakdown bugs related to the website on back-end while offering the possible solutions.
Front-end content adaption and translation.
Report in detail the results of testing the required to be fully functional website services.
Follow-up on and test the bugs addressed by the development team.

Postlaunch:

Answer customers’ inquiries, handling their complaints, place orders for them if asked to and work as a liaison between the stores and the customers.

Respond to comments and messages sent through the Facebook page, and reaching out to customers with negative reviews to sort out their complaints.


Company Details

KnockMart

Egypt

N/A

Outsourcing/Offshoring , FMCG

knockmart.com

Feb 2015 to Sep 2015 (7 months)
Customer Service Representative at ECCO Outsourcing/Vodafone Account

Experience Details

Customer Service Representative

Customer Service/Support

Entry Level

Customer service agent handling clients issues, answering their inquiries and help them receive the best service suiting their needs.


Company Details

ECCO Outsourcing/Vodafone Account (multinational)

Cairo, Egypt

501-1000 employees

Outsourcing/Offshoring , Telecommunications

N/A

Aug 2014 to Dec 2014 (4 months)
Professional Arabic-English Translator - Freelance at ODesk

Experience Details

Professional Arabic-English Translator - Freelance

Writing/Editorial

Entry Level

N/A


Company Details

ODesk (multinational)

United States

More then 1000 employees

Internet/E-commerce

www.odesk.com

Mar 2012 to Sep 2013 (1 year 6 months)

Education

BA in English Literature and Linguistics

Education Details

BA

English Literature and Linguistics

Faculty of Arts - English Department, Egypt

Not specified

N/A

N/A

Faculty of Arts - English Department
2013 - 2018
High School - Thanaweya Amma

High School Details

Thanaweya Amma

El-Orman Secondary

Egypt

2013

B / Very Good / 75 - 85%

N/A

El-Orman Secondary
2013

Training and Courses

Training/Course Details

Introduction to Computer Science (CS50)

Jul 2014

EDX Online Course provided by Harvard University

N/A

Jobseeker photo

Verified Badges

Verified skills from trusted partners. Awarded badges are strong signal of high potential in certain skills.

Profile Skills and Keywords

AdaptiveCommunity Support RepresentativeCreativeCustomer ServiceCustomer Service RepresentativeData AnalysisData EntryDetails-orientedE-commerceECCO Outsourcing/Vodafone AccountEditorialEnglishEnglish Literature And LinguisticsFMCGFlexibleGoogle SheetsInformation Technology ServicesInternetIntroduction To Computer Science (CS50)Microsoft OfficeODeskOffshoringOperations Specialist (Team Lead)OutsourcingPersistentProblem SolverProfessional Arabic-English Translator - FreelanceResearch & Data MiningSQLSupportTeam LeadershipTechnologyTelecommunicationsTranslationUberWriting

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Advanced

Tools and Technologies

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

1-3 years

Google Sheets

Google Sheets

: Advanced

: Extreme - I love it!

:

1-3 years

SQL

SQL

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Fields of Expertise

Customer Service

Customer Service

: Expert

: High

:

Less than 1 year

Data Entry

Data Entry

: Expert

: Little

:

Less than 1 year

Research & Data Mining

Research & Data Mining

: Advanced

: Medium

:

3-5 years

Data Analysis

Data Analysis

: Advanced

: Extreme - I love it!

:

1-3 years

Translation

Translation

: Intermediate

: Extreme - I love it!

:

1-3 years

Team Leadership

Team Leadership

: Beginner

: High

:

Less than 1 year

Key Skills

Creative, Problem Solver, Flexible / Adaptive, Details-oriented, Persistent

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