Raghad Labib

digital operations & community support specialist

• Job Details:Managed digital support operations, ensuring seamless communication and technical assistance for community members. Optimized community engagement workflows, improving response efficiency and overall user experience. Analyzed and improved support performance metrics, identifying areas for enhancement and streamlining processes.

digital support specialist

• Job Details:Provided technical support for internet-related issues, including slow connection, browsing errors, and router IP configuration problems. Managed ticketing systems, escalating complex cases to the IU maintenance for advanced troubleshooting and maintenance. Coordinated with the network operations center (NOC) to resolve cases where routers failed to obtain an IP address or had persistent browsing issues. Assisted customers with sales inquiries, recommending quota packages, promotions, and tailored offers to enhance user experience. Delivered end-to-end service solutions, ensuring a smooth transition from technical troubleshooting to sales assistance. Currently undergoing GSM training, expanding expertise in mobile network operations, signal troubleshooting, and advanced network diagnostics.