DALIA TAMAN
Customer service manager
Cairo
Summary
Detailed E-Commerce Manager with 7 years of hands-on experience overseeing online sales and presence of web companies. Skillful in troubleshooting online website issues, tracking website functionality, and organizing promotions. Results-oriented professional possessing great grasp of web design and web analytics software paired with thorough knowledge of SEO. Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management, and team leadership.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Call Center and E-commerce Manager
Keden International
4 2023 - Current
- Hiring, training, coaching, and leading call center agents as they provide support for customers
- Answering agent's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by agents.
- Boosted online sales by implementing targeted marketing campaigns and optimizing website content.
- Assisting other management team members in identifying trends and establishing call center goals.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Authorizing replacements, refunds and creating Payment links for customers
- Making evaluation for the team members by making quality coaching and call listening.
- Managed inventory control processes for seamless order fulfillment and customer satisfaction.
- Incorporated e-commerce objectives in social media platform management.
- Optimized e-commerce fulfillment strategy to minimize costs while maximizing profits and customer satisfaction.
- Supported annual media planning process and media buying for digital content.
- Leveraged Google Analytics and AB testing to monitor effectiveness of online marketing strategies, website content and user experience.
- Analyzed sales trends, identifying opportunities for growth and proactively addressing underperforming categories or products.
- Supervised a team of e-commerce specialists, providing guidance and performance feedback to foster professional development.
- Collaborated with cross-functional teams to develop and launch new products, meeting market demands.
Customer Service & Reservation Manager
Sutherland Global Services (Flighthub & Hilton USA Account)
03.2021 - 03.2023
- Mentored junior staff members, fostering a supportive work environment that encouraged professional growth and development.
- Implemented procedures for day-to-day ticket processing, marketing initiatives, financial reporting and event promoter settlements.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Developed comprehensive training materials for new hires, ensuring a strong foundation in quality control principles.
- Conducted regular audits to identify areas of improvement, leading to increased customer satisfaction levels.
- Ensured compliance with industry standards and regulatory guidelines for quality management systems.
Insurance Claims Team Leader
GlobeMed Egypt
01.2020 - 01.2021
- Analyzing claims and deciding whether they are covered by policy
- Making recommendations for the settlement of claims
- Informing clients if claims are accepted and how they will be allocated
- Organizing payments to clients and repair or replacement of lost items
- Making sure all inquiries and payments are dealt with quickly
- Appointing insurance loss adjusters and private investigators when required
- Contacting independent experts in case of disputes and attending disputes tribunals.
- Maintained regulatory compliance in team file outcomes.
- Ensured accurate documentation of all claim-related activities for compliance purposes.
- Developed strong relationships with external partners, facilitating seamless coordination on complex claims issues.
- Mentored junior team members to improve their skills and advance within the organization.
- Handled escalated customer complaints, resolving issues promptly and professionally to maintain client satisfaction levels.
- Achieved high customer satisfaction ratings by ensuring timely resolution of claims inquiries and concerns.
- Submitted timely and accurate assessments of team performance to leadership with identification of areas of opportunity and outlined steps required to improve outcomes.
- Communicated with staff, leaders and peers to coordinate successful collaboration with other departments.
Account Manager
Platinum Shipping Services - KSA
09.2019 - 12.2019
- Responsible for developing the strategy used in marketing a company's services online
- Utilizing techniques such as social media, web analytics, email marketing, and search engine optimization
- Putting together various online promotions and e-mailing campaigns to get the company's message out
- Performing consumer research to discover other ways of reaching customers via the Internet.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Developed customized account plans for clients to help them achieve their business goals.
Claims Adjuster and Supervisor
MedRight
05.2019 - 08.2019
- Responsible for data entry of claims for several medical services on ETPA system
- Scanning claims papers on the system and sending it back to the main office in Cairo to be revised and submitted.
- Improved claim resolution times by efficiently managing a caseload of 50+ claims per month.
- Mentored junior adjusters on best practices and industry regulations, contributing to their professional growth and development.
- Examined claims forms and other records to determine insurance coverage.
- Answered customer questions regarding deductibles.
- Prepared summaries of damage, payments, and policy coverage.
- Verified insurance claims and determined fair amount for settlement.
- Achieved cost savings through successful subrogation efforts, recovering funds from responsible parties in various claims scenarios.
- Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
International Account Supervisor
Vodafone UK
05.2018 - 05.2019
- Open and maintain customer accounts by recording account information
- Manage large amounts of calls and explain the best solution to solve the problem
- Persuade customer to reconsider cancellation
- Inform customer of deals and promotions and sell products and services
- Handle quality as an extra task doing call listening and evaluation.
- Spearheaded training initiatives for team members on product knowledge, sales techniques, and cultural nuances within specific regions.
- Analyzed market trends and competitor activity to identify potential threats and uncover new opportunities for growth.
- Conducted regular performance evaluations and provided constructive feedback, fostering a culture of continuous improvement among team members.
- Implemented effective call monitoring practices, ensuring consistent adherence to company policies and procedures by all team members.
- Identified trends in customer feedback data, utilizing insights to drive targeted improvements in products or services offered globally.
- Reduced response times for international client inquiries, providing timely resolutions to issues and concerns.
Customer service Agent
Sutherland Global Services (Du UAE Account)
04.2016 - 04.2018
- Open and maintain customer accounts by recording account information
- Attract potential customers by answering product and service questions
- Suggest information about other products and services
- Determine the cause of the problem and follow up to ensure resolution
- Explain the best solution to solve the problem
- Handle quality tasks call listening and evaluation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
Education
Good - Faculty of Commerce English section business administration department
Alexandria University
Alexandria, Egypt 05.2012 - 05.2016
A+ - Foundation of Health And Social Care.
Alison
Online 04.2001 -
A+ - SaaS And GSM
Coursera
Online 01.2024 - Current
Graphic design diploma - Photoshop and illustrator
Graphitopia
12.2017 - 05.2018
Marketing diploma - undefined
Geneva Academy
10.2015 - 05.2016
Team Leading - undefined
Skills
Critical thinking
Skilled at team management
Good communication skills
Presentation skills
Work under pressure
Teamwork
Microsoft office
Amazon connect
Photoshop
Illustrator
CRM
ERP systems
Siebel
Online Advertising
Odoo
Brand Marketing
Digital Sales
Sales Targeting
Website optimization
Product Management
Order Fulfillment
Conversion Rate Optimization
Sales strategy development
Action planning
Google Analytics
Search Engine Optimization
Google AdWords
E-commerce Platforms
Zendesk
Amadeus
Personal Information
- Place of Birth: Jeddah, KSA
- Date of Birth: 06/04/94
- Gender: Female
- Nationality: Egyptian
- Marital Status: Married
Languages
Arabic
Proficient
C2
English
Proficient
C2
Turkish
Advanced
C1
Italian
Upper intermediate
B2
Timeline
A+ - SaaS And GSM
Coursera
01.2024 - Current
Customer Service & Reservation Manager
Sutherland Global Services (Flighthub & Hilton USA Account)
03.2021 - 03.2023
Insurance Claims Team Leader
GlobeMed Egypt
01.2020 - 01.2021
Account Manager
Platinum Shipping Services - KSA
09.2019 - 12.2019
Claims Adjuster and Supervisor
MedRight
05.2019 - 08.2019
International Account Supervisor
Vodafone UK
05.2018 - 05.2019
Graphic design diploma - Photoshop and illustrator
Graphitopia
12.2017 - 05.2018
Customer service Agent
Sutherland Global Services (Du UAE Account)
04.2016 - 04.2018
Marketing diploma - undefined
Geneva Academy
10.2015 - 05.2016
Good - Faculty of Commerce English section business administration department
Alexandria University
05.2012 - 05.2016
A+ - Foundation of Health And Social Care.
Alison
04.2001 -
Call Center and E-commerce Manager
Keden International
4 2023 - Current