Aliaa Nabil

It's a role which I'm serving US/Canada customers and merchants with the orders and subscriptions on Vivino application for wines.

• Resolved concerns with products or services to help with retention and drive sales.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Logged call information and solutions provided into internal database.
• Assisted call-in customers with questions and orders.
• Responsible for responding to Emails, Handling chats and calls.

• Responded promptly to incoming sales leads and requests for technical support.
• Assisted with updating technical support best practices for use by team.
• Monitored systems in operation and quickly troubleshot errors.
• Configured hardware and granted system permissions to new employees.
• Documented support interactions for future reference.
• Explained security measures in simple terminology to help users understand malware and phishing threats.
• Generated reports to track performance and analyze trends.

• Managed high levels of call flow and responded to Type technical support needs.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones in US.
• Helping with different areas of technical support as I was handling tv, Internet, mobility, land-line and wireless.
• Responsible for answering and handling billing queries, retaining customers.
• Translated complex technical issues into digestible language for non-technical users.
• Used ticketing systems to manage and process support actions and requests.