HY

Hady Yasser

SME (Subject Matter Expert) at Delivery Hero (Talabat)

Giza

Work Experience

  • SME (Subject Matter Expert)

    Delivery Hero (Talabat)

    Mar 2024 - Present -1 yr, 3 months

    • Job Details:Support agents with complex cases and ensure proper case resolution. Monitor AHT and SLA compliance across the team. Ensure quality targets are consistently met.

  • Client Service Representative

    Amazon.eg

    Sep 2023 - Feb 2024 -5 months

    • Job Details:Focused on resolving problems effectively to achieve weekly CSAT targets. Ensured high customer satisfaction through clear communication and quick problem-solving.

  • SME (Subject Matter Expert)

    Teleperformance

    Jan 2022 - Jun 2023 -1 yr, 5 months

    • Job Details:Started as customer service agent (calls), then moved to non-voice support (tickets). Promoted to SME, managing the entire queue for 1 year. Coached agents to improve CSAT, monitored cases to identify agent vs. process issues, trained new employees and supported complex cases.

    • Education

    • Bachelor's Degree in Commerce

      Cairo University (CU)

      Jan 2016 - Jan 2020 - 4 yr

    Skills

    Languages

    • English

      Beginner

    • Arabic

      Beginner
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