Nadah Khaled Abdelqaderr

Client Support SpecialistFull Time

• Job Details:- Responded to clients incoming through support live chat, Whats'App, and emails with a first response rate of 15s, a median closure time of 45 minutes, and a 100% CSAT rating. - Provided creative work-arounds and solutions to clients and completed their inquiries. - Educated clients with the current and changing produce and processes knowledge, and fulfilled their needed tasks in a timely manner. - Mediated between clients and our internal departments and different partners. - Improved processes and products by relaying client feedback to the proper teams. - Detected technical issue and properly escalated them to the appropriate internal technical team after determining its severity and urgency and setting the clients' expectations with the resolution time. - Created training material and coached a batch of support juniors. - Assigned tasks to different team members in an efficient and a regulated manner, provided guidance to the team, and kept the shift queue organized and accurately labeled.

Training and Development SpecialistFull Time

• Job Details:- Developed the training program outline and material, and created the Elves performance evaluation systems. - Monitored the trainees' work during their probation period while collecting data and weakness and strength points to discuss and elevate. - Prepared action plans for trainees based on their performance, conducted feedback sessions as needed, and delivered actionable feedback.

Shift LeaderFull Time