RAHMA BAKR
Turkish Translator
Cairo
Summary
Dynamic leader with a proven track record at EGY Classes, excelling in team management and MS Office. Elevated user engagement and satisfaction through expert escalation handling and feedback delivery. Achieved significant improvements in customer support efficiency and learning experience quality, demonstrating quick learning and public speaking prowess.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Customer Support Team Lead
YALLA German
01.2024 - 12.2024
- Led and mentored a team of support representatives, ensuring high-quality customer interactions and efficient issue resolution.
- Monitored and improved team performance, analyzing support metrics to enhance response times and user satisfaction.
- Handled escalated customer issues, providing solutions for complex technical or account-related concerns.
Chat Support Specialist
EGY Classes
06.2023 - 12.2023
- Provided real-time chat support, resolving user inquiries on course access, payments, and technical issues.
- Troubleshot and resolved platform issues, ensuring a smooth learning experience for students and educators.
- Guided users through onboarding and course enrollment, enhancing user engagement and retention.
Customer Support
EGY Classes
06.2022 - 06.2023
- Provided technical assistance to users by troubleshooting login issues, payment problems, and course access difficulties, ensuring a seamless learning experience.
- Guided and onboarded users by assisting with course selection, enrollment processes, and navigation of platform features, enhancing user engagement.
- Managed customer inquiries and issue resolution, escalating complex cases when necessary and collecting user feedback to drive continuous platform improvements.
Teaching Assistant
EGY Classes
08.2020 - 06.2022
- Helped with grading assignments and tests, providing constructive feedback to students based on results.
- Supported classroom activities, tutoring, and reviewing work.
- Completed daily reports on attendance and disciplinary performance.
- Parental support ensuring well communication and engagement.
Education
Bachelor of Arts - Turkish Language And Literature
Cairo University
Giza 04.2001 -
Skills
Public Speaking
Quick Learning
Team management
Escalation handling
Feedback delivery
Policy enforcement
MS Office (Word Excel PowerPoint)
Timeline
Customer Support Team Lead
YALLA German
01.2024 - 12.2024
Chat Support Specialist
EGY Classes
06.2023 - 12.2023
Customer Support
EGY Classes
06.2022 - 06.2023
Teaching Assistant
EGY Classes
08.2020 - 06.2022
Bachelor of Arts - Turkish Language And Literature
Cairo University
04.2001 -
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