Zainab Abdelhalim

Social media moderation specialistFull Time

• Job Details:• Manage and moderate the social media profiles and presence, including Facebook/Instagram/Pinterest, etc. • Reply to comments/messages in the agreed SLA. • Do social listening and handle critical negative posts promptly. • Creatively responding with customized messages when needed. • Work closely with the marketing team to align on marketing strategies and social media activity. • Escalate issues properly to customer support team for better issues’ resolution and customer satisfaction. • Keeping an eye on the reach and engagement of the Facebook page using Facebook Analytics. • Collecting and recording new comments and responses for future content development.

Telesales AgentFull Time

• Job Details:Contacting potential or existing customers to inform them about a service using scripts. Answering questions about products or the company. Asking questions to understand customer requirements and close sales.

Customer service adviserFull Time

• Job Details:Floorwalker (June 2019 – August 2019) • Responsible for guiding and supporting new teams of 10 to 15 agents. • Conduct coaching sessions with agents individually. • Assist in agents filtering process based on language and communication skills. • Regular meetings with the management team to present team’s progress and discuss coaching and support modules. • Preserve revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction. International customer service adviser (April 2018 – June 2019) (August 2019 – October 2019) • Maintain customer satisfaction with forward-thinking strategies and maintain phone etiquette. • Assist customers with setting appointments, shipping and special order requests and focus on addressing customer needs and resolving concerns. • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.