Nada Essam

Client Service Representative

• Job Details:Assist customers in navigating the online shopping experience, from browsing products to completing purchases. Resolve payment-related issues, including failed transactions, double charges, refund requests, and fraudulent bank card activity. Handle technical problems in customer accounts such as login issues, cart errors, order tracking malfunctions, and access troubles. Work closely with delivery partners to track shipments and resolve issues like missed, delayed, or incorrect deliveries, ensuring customers receive their orders on time. Support and educate customers on using Walmart's digital platform efficiently and safely, especially first-time and elderly users. Maintain high service quality by balancing speed, empathy, and problem-solving, consistently meeting KPIs such as first-contact resolution and customer satisfaction.

Subject Matter Expert (SME)

• Job Details:Mentored new hires, providing continuous support during shifts, and assisting agents with complex or escalated calls. Designed and conducted monthly knowledge assessments for agents to ensure product understanding and service quality. Served as a task team leader for 2 months, overseeing team performance, monitoring calls, and coaching agents to meet KPIs and reduce absenteeism. Collaborated with team managers and quality assurance to maintain high standards in customer experience, fraud handling, and target achievement.

Client Service Representative

• Job Details:Delivered real-time support to delivery partners and customers via live chat, efficiently managing up to three chats simultaneously while maintaining high service quality. Resolved a wide range of inquiries, including order issues, account access, and technical support for app functionality. Frequently handled financial inquiries such as payment delays, refund processing, and billing discrepancies. Investigated and supported fraud-related cases, ensuring account security and proper resolution in line with company policy. Promoted to handle direct customer interactions, assisting users with order tracking, cancellations, and general account issues. Maintained strong performance metrics including customer satisfaction, response time, and case resolution. Collaborated with internal departments to escalate and resolve complex cases quickly and effectively.