SE
Sandy El Maghraby
Bilingual Content Moderator at OSL Retail Services (Canada) - Teleperformance
Alexandria, EgyptWork Experience
OSL Retail Services (Canada) - Teleperformance
Mar 2023 - Present -2 yrs, 3 months
Canada
- Job Details:Translate a wide range of documents and presentations for various company departments, including marketing, social media, HR, operations, and incentives. Relay messages between clients and OSL teams, ensuring smooth communication. Collaborate with an external company to coordinate the selection and shipment of anniversary kits for employees, as well as to arrange event facilities. Create Excel sheets to track external collaborations and internal project progress. Keep the internal employment opportunities, library, and client offers up-to-date to ensure employees have access to the latest information.
Sutherland
Mar 2021 - Mar 2023 -2 yrs
- Job Details:Conducted training sessions for new batches in French, English, and Arabic. Delivered communication sessions in French. Created training materials. Identified and addressed knowledge gaps within the team through targeted training sessions. Created monthly assessments to evaluate team performance. Prepared the team with the necessary knowledge and communication skills for promotional events. Provided coaching to new hires and identified their strengths and weaknesses. Handover new batches to the service delivery team. Created reports on new hires for higher management.
French Customer Service Associate & Support
Sutherland
- Job Details:Provided coaching and guidance to team members who were struggling to meet targets. Assisted team members with communication skills to improve customer satisfaction. Supported team members both working from home and on-site. Handled the chats transferred to the manager to deliver high-level service to dissatisfied customers. Assisted colleagues in creating their own scripts for customer interactions. Analyzed customer satisfaction data (dsat, csat) to enhance service quality. Corrected chatbot responses to enhance their accuracy and effectiveness. Validated unresolved cases to enhance resolution rates. Handled customer requests and complaints in both French and English.
Education
Bachelor's Degree in French
Alexandria University (ALEXU)Jan 2020 - Jan 2024 - 4 yr
High School
Girard High SchoolJan 2020 5 yr 5 Months
Languages
French
FluentArabic
FluentEnglish
Beginner