Hana Tarek

SME (Subject Matter Expert)

• Job Details:Serve as the primary point of contact for escalated customer issues, providing expert-level analysis and resolution for the most complex technical and procedural inquiries. Mentor and coach a team of customer success support agents, providing real-time guidance, feedback, and training to enhance their product knowledge and service quality. Analyze complex customer cases to identify root causes and emerging trends, reporting findings to management to drive process improvements and product enhancements. Develop and maintain the internal knowledge base (KB), creating detailed documentation, troubleshooting guides, and standard operating procedures to ensure team-wide consistency. Conduct quality assurance reviews of agent interactions to uphold service standards and identify opportunities for individual and team development.

Customer Success Support

• Job Details:Provided comprehensive support to customers across multiple channels, including phone, email, and chat, ensuring a high level of satisfaction and brand loyalty. Resolved a high volume of technical and account-related inquiries by effectively troubleshooting issues and guiding users to successful outcomes. Consistently met and exceeded key performance indicators (KPIs), including customer satisfaction (CSAT), first contact resolution (FCR), and average handle time (AHT). Meticulously documented all customer interactions and solutions in the CRM system, maintaining accurate records for follow-up and reporting. Effectively escalated complex issues to subject matter experts (SMEs) and senior management, providing clear and concise case summaries to expedite resolution.

HR Intern

• Job Details:Gained foundational knowledge of business operations and strategy to help align HR policies with overall organizational goals and legal frameworks. Assisted in reviewing corporate policies to ensure compliance with strategic objectives.