Rana Essam

Etisalat Global Services

• Quality Assurance AssociateFull Time

  Jul 2022 - Present -3 yrs, 1 month

  • Job Details:• Conducting regular quality assurance audits of customer service calls, emails, and chats to assess adherence to Etisalat's standards and guidelines. • Identifying areas where customer service performance falls short of expectations and analyze the root causes of these issues. • Creating and implementing strategies to address identified quality gaps and improve overall customer satisfaction. • Offering constructive feedback and coaching to customer service representatives to help them improve their performance and skills. • Collecting and analyzing data on customer satisfaction, first-call resolution rates, and other key performance indicators to measure the effectiveness of quality improvement initiatives.
• Customer Support AdvisorFull Time

  Jul 2021 - Jul 2022 -1 yr

  Egypt , Cairo

  • Job Details:• Communicating effectively with customers via various channels (phone, email, chat) to providing timely and informative responses. • Resolving customer inquiries, complaints, and concerns, ensuring their satisfaction. • Maintaining a deep understanding of our product offerings to accurately answering customer questions and providing relevant solutions. • Processing orders, forms, applications, and requests, ensuring timely delivery and fulfillment. • Striving to exceed customer expectations by delivering exceptional service and building customer loyalty.