Nada Youssef Gouda

Escalation Desk at Raya

6th of October, Giza, Egypt

Oct 2023 - Present -1 yr, 8 months

Egypt , Giza

Job Details:As a quality assurance executive, I monitor transactions of customers interactions with the customer service representatives. I analyze the customer satisfaction surveys and the repeated calls rate. In addition to evaluating the representatives performance and providing feedback to their managers. Evaluating the managers and share my feedback with their head. Along with updating the account reports that contain the figures of the project and the agents and share it with the managers and heads. Communicating with the client to enhance the process of assisting the customers to ensure retention.

Escalation DeskFull Time
May 2023 - Present -2 yrs, 1 month
Egypt , Giza
- Job Details:I got promoted and I am currently working as an escalation desk agent in Justlife account. I follow up with customers if they provided a poor rate to the service they received or if they contacted us via email, handle cases that cannot be handled by the front-liners and align with our service providers.
Customer Support RepresentativeFull Time
Jan 2023 - May 2023 -4 months
Egypt
- Job Details:I worked as a customer service agent Justlife account. My shift was 9 hours a day, 5 days a week. I received customers calls, dealt with their queries and problems and had access to the Justlife system.

Oct 2022 - Dec 2022 -2 months