Fatma Abdelwahab

Work Experience

Amazon

Feb 2025 - Present -5 months

Job Details:Responded to user inquiries, comments, and complaints with professionalism and empathy across various social media platforms such as (X, Facebook, and Instagram) fostering positive community interactions to make sure to deliver the best customer experience. Contributed to the development of moderation policies and training materials for new moderators. Reviewed, flagged, and removed inappropriate or harmful content in a timely manner to maintain a safe and engaging online environment.

Amazon

Sep 2020 - Feb 2021 -5 months

Job Details:Played a critical role in onboarding and mentoring new employees. Provided expert guidance and training to frontline customer service teams, improving service quality, consistency, and efficiency. Led quality audits and coached agents on best practices, ensuring adherence to service standards and company policies, also ensured that agents followed the correct contact flow to avoid any compliance errors. Supported agents with how to navigate on system and how to use the most important tools and how to escalate to the right departments.

Amazon

Jun 2019 - Jun 2022 -3 yrs

Job Details:Supported bilingual account for Amazon Egypt, Saudi Arabia marketplaces both English and Arabic. Delivered exceptional customer support through various channels, including phone. Handled high-volume customer interactions while maintaining attention to details, active listening, and a positive attitude. Processed orders, returns, exchanges, and refunds while ensuring compliance with company policies. Collaborated with internal departments to escalate issues and ensure timely resolution. Assisted in training new team members by sharing best practices and company standards. Met performance metrics, including customer satisfaction scores, average handling time, and response rates.