Summary
Overview
Work History
Education
Skills
KNOWLEDGE AND CERTIFICATION
Websites, Portfolios and Profiles
Interests
Languages
Hobbies and interests
Timeline
Generic
Aya Alguneid

Aya Alguneid

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Egyptian ,British

Summary

Experienced and detail-oriented support operations professional with a strong background in workflow management, case assignment, and administrative support within a technical environment. Skilled in managing the Workflow Manager (WFM) for high-volume support queues, ensuring efficient routing of cases to technical support engineers. Proven ability to handle administrative cases such as licensing and certificate issues, including assisting customers with account access recovery. Known for delivering timely, accurate support and maintaining a strong customer-first approach while collaborating closely with cross-functional teams.

Overview

6
6
years of professional experience
2018
2018
years of post-secondary education
3
3
Languages

Work History

Technical Support Engineer

ARCHER PRODUCT, AND WFM (WORKFLOW MANAGER).
10.2020 - Current
  • Responsible for managing the Workflow Manager (WFM) for the Archer queue:
  • Including receiving incoming cases and assigning them to the appropriate Technical Support Engineers (TSEs) based on priority and expertise.
  • Handled administrative support cases, such as licensing, resetting passwords for the sys admin, and certificate requests. Assisted customers in regaining access to their accounts when licenses or credentials were lost.
  • Acted as a key coordination point between support teams and customers to ensure timely and accurate case handling.

COUNSELING AND COMMUNICATION OFFICER

BRITISH EDUCATIONAL SERVICES AGENCY - BESA
12.2019 - 03.2020
  • Provide BESA clients, including students and parents, with an accurate and professional counseling service to help students choose the most suitable study abroad destination that meets their academic and financial capabilities
  • Assist students with their university application, help them gather and prepare the required documents for their programs of choice
  • Prepare and organize meetings and presentations with international schools in Great Cairo, Alex, and the surrounding area.

CUSTOMER EXPERIENCE END TO END

JUMIA EGYPT
06.2019 - 11.2019
  • Responsible for the after-purchase customer experience through outbound phone calls and emails
  • Ensures positive interactions with an organization's external customers
  • Drive the organization to work together for optimum customer experience delivery.

Education

BACHELOR'S DEGREE OF ALSUN AND MASS COMMUNICATION -

MISR INTERNATIONAL UNIVERSITY

HIGH SCHOOL -

BBC internationschool

Skills

Communications strategyundefined

KNOWLEDGE AND CERTIFICATION

  • General Marketing Certificate
  • Civilization in Translation Certificate
  • Negotiations skills certificate
  • Communication skill certificate
  • PMP certificate
  • ARCHER - Core Values
  • Inclusive Leadership
  • Diversity, Inclusion, and Belonging
  • The New Age of Risk Management Strategy for Business
  • Mastering Self-Motivation
  • Strategic Thinking Tips to Solve Problems and Innovate
  • Positive Psychology for Less Stress and Happier Workdays
  • Developing a Service Mindset

Websites, Portfolios and Profiles

linkedin.com/in/aya-alguneid

Interests

Public Relation in Campaigners, 2015 Volunteer at INJAZ Misr, 2016

Languages

Arabic

English

B1 Spanish 

Hobbies and interests

  • Team Dynamics: Enjoyment of working with others and fostering team spirit.
    Strategic Play: Interest in developing and executing game strategies and tactics.
    Physical Fitness: Commitment to maintaining fitness and agility.

Timeline

Technical Support Engineer

ARCHER PRODUCT, AND WFM (WORKFLOW MANAGER).
10.2020 - Current

COUNSELING AND COMMUNICATION OFFICER

BRITISH EDUCATIONAL SERVICES AGENCY - BESA
12.2019 - 03.2020

CUSTOMER EXPERIENCE END TO END

JUMIA EGYPT
06.2019 - 11.2019

HIGH SCHOOL -

BBC internationschool

BACHELOR'S DEGREE OF ALSUN AND MASS COMMUNICATION -

MISR INTERNATIONAL UNIVERSITY

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Aya Alguneid........................................