Rahma Bakr

Customer Support Team Lead

• Job Details:Led and mentored a team of support representatives, ensuring high-quality customer interactions and efficient issue resolution. Monitored and improved team performance, analyzing support metrics to enhance response times and user satisfaction. Handled escalated customer issues, providing solutions for complex technical or account-related concerns.

Chat Support Specialist

• Job Details:Provided real-time chat support, resolving user inquiries on course access, payments, and technical issues. Troubleshot and resolved platform issues, ensuring a smooth learning experience for students and educators. Guided users through onboarding and course enrollment, enhancing user engagement and retention.

Customer Support

• Job Details:Provided technical assistance to users by troubleshooting login issues, payment problems, and course access difficulties, ensuring a seamless learning experience. Guided and onboarded users by assisting with course selection, enrollment processes, and navigation of platform features, enhancing user engagement. Managed customer inquiries and issue resolution, escalating complex cases when necessary and collecting user feedback to drive continuous platform improvements.