Asma Abdelkarim
Cairo,SUZ
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Experienced customer service professional with over 3 years of experience and readiness to take on any team need or customer challenge. Positive and upbeat communicator with highly organized nature and solid history of improving customer satisfaction and recapturing lost customers. Proficient CRM and BMC user.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Edfa3ly
Cairo
08.2019 - 05.2021
- Assisted with customer requests and answered questions to improve satisfaction.
- Identified needs of customers promptly and efficiently.
- Recognized by management for providing exceptional customer service.
- Maintained detailed records of customer interactions through Zendesk and Zoiper transactions and comments for future reference.
- Generated reports on customer activity, purchase trends, and other relevant metrics.
- Created detailed product descriptions to help customers understand the features of each item.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company activities.
- Performed periodic reviews of call center scripts, adjusting as necessary based on feedback from customers.
- Created reports tracking customer escalations on excell, documenting trends and proposing solutions to reduce future occurrences.
- Answered customer inquiries via live chat, inbound and outbound calls and back office in a timely and professional manner.
Digital Content Creator
Chocolaste Bakery
Cairo
11.2020 - 07.2022
- Used data analysis and social media reporting tools to identify customer insights and optimize content performance.
- Planned, produced and edited video projects to maximize engagement.
- Created engaging, brand-relevant content for social media channels.
- Utilized editing and photography tools to enhance storytelling.
- Posted useful, creative and timely content on social media.
- Identified potential markets and market segments with desired customers and gaps for optimum product demand.
Subject Matter Expert
Teleperformance: AT&T account
Cairo
02.2023 - 07.2023
- Suggested and offered specific training programs to help workers maintain or improve job skills.
- Organized and facilitated classroom workshops and one-on-one coaching sessions.
- Created multimedia presentations using PowerPoint, video conferencing tools, and other software applications.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Facilitated orientation and training classes to communicate policies and procedures to new hires.
- Supervised, evaluated or referred instructors to skill development classes.
- Encouraged open communication among participants by facilitating conversations around relevant topics related to the customer care.
Customer Experience Specialist
Teleperformance: AT&T account
Cairo
07.2022 - 02.2023
- created promotional activities aimed at increasing brand loyalty and revenue among existing customers.
- Took special orders in person and over telephone, generating additional revenue every month.
- Collaborated with other departments such as sales, marketing, product development and finance teams for understanding customer needs better.
- Researched industry trends related to customer service activities in order to stay up-to-date with best practices.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Supported sales team members to drive growth and development.
- Provided recommendations on how to improve the quality of service provided to customers.
Technical Support Advisor
Vodafone UK
Cairo
04.2023 - Current
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Performed system configuration changes according to customer requirements.
- Configured and maintained network equipment such as routers, switches, boosters and backup dongles..
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Provided feedback regarding product features or user experience improvements.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
Education
BBA - Business Administration And Management
Future University in Egypt
Cairo, Egypt 08-2019
Skills
- Customer Service Excellence
- Product Knowledge
- Complaint Resolution
- High-Energy Attitude
- Sales Expertise
- CRM Software
- Data Collection
- Problem-Solving Abilities
- Staff Training
- Technical Troubleshooting
- Hardware Upgrades
- Remote Support
- Hardware Diagnostics
Languages
Arabic
First Language
English
Advanced (C1)
C1
Certification
- Certificate of excellence proudly awarding for the outstanding performance and effort displayed in the gradation project: The Influence of ZMOT: Zero moment of Truth Stage on Content Marketing. June 17, 2019
- Certificate of completion acknowledging my graduation from the NTL: New Technology Leaders Program after successfully finishing the track of the digital marketing specialization from Coursera. October 27, 2018
Timeline
Technical Support Advisor
Vodafone UK
04.2023 - Current
Subject Matter Expert
Teleperformance: AT&T account
02.2023 - 07.2023
Customer Experience Specialist
Teleperformance: AT&T account
07.2022 - 02.2023
Digital Content Creator
Chocolaste Bakery
11.2020 - 07.2022
Customer Support Specialist
Edfa3ly
08.2019 - 05.2021
BBA - Business Administration And Management
Future University in Egypt
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