Basic Info

Nashwa elshafey

5 years

Cairo, Egypt

Bachelor's Degree

Entry level

Work Experience

Contact center supervisior at Teleperformance Egypt

Experience Details

Contact center supervisior

Customer Service/Support

Manager

N/A


Company Details

Teleperformance Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Jun 2016 to present (6 months)
Second line support representative at Teleperformance

Experience Details

Second line support representative

Customer Service/Support

Experienced (Non-Manager)

- working for Expedia Canada
- receiving internal calls for consultation and escalation
- follow work flow scenario
- follow up on escalation and complaints
- guide first line support agents to the correct process and policy to handle customers inquiry
- guide the agents with the process to reissue the tickets


Company Details

Teleperformance (multinational)

Cairo, Egypt

501-1000 employees

Consumer Services

N/A

Dec 2014 to Jun 2016 (1 year 6 months)
Ticketing and Customer service rep at Teleperformance

Experience Details

Ticketing and Customer service rep

Customer Service/Support

Entry Level

- working for Expedia Canada
- receiving customers calls
- follow work flow scenario
-mange booking for the customers and reserve new booking if needed
-handle all customers changing or cancelling their reservation through tools
-contact vendors to check for the customers needs and confirmed their
- deliver them the info and assist them to get the service they need
-issue flight tickets for customers
reservation
- taking complaints
- enter the needed data into CRM applications


Company Details

Teleperformance (multinational)

Cairo, Egypt

501-1000 employees

Consumer Services

N/A

Jan 2014 to Dec 2014 (11 months)
Campaigns specialist at National community for human rights and law

Experience Details

Campaigns specialist

Legal

Experienced (Non-Manager)

N/A


Company Details

National community for human rights and law

Egypt

N/A

Public Policy

N/A

Jul 2013 to Dec 2013 (5 months)
Customer service rep at Xceed

Experience Details

Customer service rep

Customer Service/Support

Entry Level

- receiving customer calls
- handle all customers issue
-deliver them the info and assist them to get the service they need
- taking complaints
-enter the needed data into CRM applications


Company Details

Xceed (multinational)

Cairo, Egypt

501-1000 employees

Business Services - Other

N/A

Dec 2013 to Jan 2014 (1 month)
Account advisor at Raya contact center

Experience Details

Account advisor

Customer Service/Support

Entry Level

N/A


Company Details

Raya contact center

Cairo - Maadi, Egypt

More then 1000 employees

Telecommunications

N/A

Feb 2013 to Jul 2013 (5 months)
Call center agent at Xceed

Experience Details

Call center agent

Customer Service/Support

Entry Level

N/A


Company Details

Xceed

Cairo, Egypt

More then 1000 employees

Telecommunications

N/A

Jul 2012 to Feb 2013 (7 months)
Customer service representative at BDL group

Experience Details

Customer service representative

Customer Service/Support

Entry Level

N/A


Company Details

BDL group

Cairo, Egypt

51-100 employees

Computer Hardware

N/A

Jul 2011 to Jul 2012 (1 year)
Operation representative at Freight service center

Experience Details

Operation representative

Customer Service/Support

Entry Level

N/A


Company Details

Freight service center

Egypt

11-50 employees

Import and Export

N/A

Oct 2010 to Jun 2011 (8 months)
Executive secretary at Egyptian Saudi for trading and investment co

Experience Details

Executive secretary

Administration

Entry Level

N/A


Company Details

Egyptian Saudi for trading and investment co

Egypt

1-10 employees

Import and Export

N/A

Jun 2008 to Aug 2009 (1 year 2 months)

Education

computer science in computer science

Education Details

computer science

computer science

the higher institute for computer science and information system, Egypt

C / Good / 65 - 75%

N/A

N/A

the higher institute for computer science and information system
2007 - 2011
High School - Thanaweya Amma

High School Details

Thanaweya Amma

naser secondary school for girls

Egypt

2005

C / Good / 65 - 75%

N/A

naser secondary school for girls
2005

Certifications

Certificate details

TICO certificate for sell travel services or counsel consumers

Feb 2014

N/A

N/A

N/A

travel industry council of ontario (Canada)

N/A

Training and Courses

Training/Course Details

photoshop

Sep 2010

Russian culture center

N/A

Training/Course Details

leadership & communication skills

Feb 2009

UK girls guide association

N/A

Training/Course Details

Train of Trainer

May 2016

Mentercise

N/A

This profile is fresh!
Last update 26 days ago.

Jobseeker photo

Profile Skills and Keywords

Account AdvisorAdministrationAdobe PhotoshopAnalyticalBasketballBusiness Services - OtherC#Call Center AgentCampaigns SpecialistComputer HardwareComputer ScienceConsumer ServicesContact Center SupervisiorCustomer ServiceCustomer Service RepCustomer Service RepresentativeEnglishExecutive SecretaryExecutive WorkFrenchGermanImport And ExportItalianLeaderLeadership & Communication SkillsLegalListen To MusicMicrosoft OfficeOperation RepresentativeOrganizerPhotoshopPlaying VolleyballProblem SolverPublic PolicyReadingSQLScoutingSecond Line Support RepresentativeSocialSupportTICO Certificate For Sell Travel Services Or Counsel ConsumersTelecommunicationsTeleperformanceTeleperformance EgyptTicketing And Customer Service RepTrain Of TrainerTravlingXceed

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Advanced

: Advanced

French

French

: Intermediate

: Beginner

: Beginner

: Beginner

German

German

: Intermediate

: Beginner

: Beginner

: Beginner

Italian

Italian

: Intermediate

: Intermediate

: Intermediate

: Beginner

Tools and Technologies

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

3-5 years

C#

C#

: Intermediate

: High

:

1-3 years

SQL

SQL

: Beginner

: Extreme - I love it!

:

Less than 1 year

Adobe Photoshop

Adobe Photoshop

: Beginner

: Extreme - I love it!

:

Less than 1 year

Fields of Expertise

customer service

customer service

: Expert

: Extreme - I love it!

:

1-3 years

executive work

executive work

: Expert

: Medium

:

1-3 years

Key Skills

Analytical, Leader, Organizer, Problem Solver, Social

Online Presence

http://www.linkedin.com/pub/nashwa-elshafey/30/309/b03https://www.facebook.com/Nonsheyhttps://twitter.com/Nashwa_ElShafeyhttp://nashwa-elshafey.blogspot.com/

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