Doaa Emam
Egypt,Giza
Summary
Versatile professional with 8+ years’ experience in customer service, sales, and healthcare, combining analytical and creative expertise. Proven success in luxury retail, telecom, and healthcare, excelling in client relations, problem-solving, and process optimization while enhancing workflows, customer experiences, and operational efficiency in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Subject Matter Expert
AT&T
Egypt, Giza
09.2023 - 02.2025
- Real-Time Agent Support & Compliance Oversight: Provided immediate assistance to agents, ensuring strict adherence to quality standards, compliance policies, and operational protocols. Managed escalations effectively to enhance customer experience and service efficiency.
- Training, Briefings & Knowledge Transfer: Led briefing and debriefing sessions for new hires and tenured agents, ensuring alignment with policy updates, system enhancements, and best practices. Delivered targeted coaching to optimize agent performance.
- Quality Monitoring & Performance Analytics: Tracked key performance metrics, including AHT, FCR, CSAT/DSAT, and Compliance Scores, identifying trends and driving process improvements.
- CRM Optimization & Process Standardization: Utilized CRM systems to monitor interactions, ensure accurate data tracking, and drive workflow enhancements, enabling seamless customer resolutions and operational efficiency.
- Cross-Functional Collaboration & Stakeholder Engagement: Participated in high-level meetings with clients, management, quality teams, and the Integrity Office to stay informed on updates, ensuring frontline agents were equipped with the latest information.
- Policy Governance & Operational Compliance: Oversaw procedural adherence, ensuring that all agent actions aligned with service standards and required SME validation and approval for compliance.
- Continuous Improvement & Knowledge Leadership: Served as a key knowledge resource, ensuring that both new hires and experienced agents received real-time updates on policy changes, technical solutions, and performance enhancement strategies.
Customer Service Representative
Nike - Concentrix
, Cairo Governorate
05.2022 - 08.2023
- Returns & Exchanges Management: Processed refunds, replacements, and order adjustments efficiently.
- Multichannel Support: Assisted customers via calls, emails, and chats, ensuring a seamless experience.
- System Navigation: Handled transactions across multiple platforms with accuracy and compliance.
- Issue Resolution: Coordinated with internal teams to resolve stock, shipping, and escalation cases.
- Performance Excellence: Maintained response time, CSAT, and efficiency in a high-volume environment.
Patient Advisor & Laser Assistant
Optimax
UK, Reading
09.2021 - 04.2022
- Patient Consultations: Performed vision exams, acuity tests, and scans, ensuring accurate patient records.
- Multichannel Support: Managed in-person, email, web chat, and call inquiries daily.
- Sales & Bookings: Increased sales by 10% in one month by optimizing consultations and surgery scheduling.
- Clinic Operations: Independently ran the clinic on treatment days.
- Collaboration: Worked across multiple clinic locations for seamless operations.
- Inventory Management: Conducted stock inspections and ordered medical supplies.
- Billing & Insurance: Processed payments and claims efficiently.
- Customer Service: Exceeded patient expectations through expert advice and follow-ups.
- Surgical Assistance: Assisted in procedures, administered eye drops, and documented notes.
- HCA Role Implementation: Introduced and managed HCA support in IOL theatre.
Customer Service Assistant
Vodafone UK
Egypt, Cairo
05.2019 - 05.2020
- System Navigation & Technical Proficiency: Worked across multiple platforms, including Halo and Siebel, to manage customer accounts and service requests efficiently.
- High-Volume Call Handling: Managed up to 80 inbound calls daily while maintaining optimal AHT (Average Handling Time) to enhance customer experience and reduce wait times.
- Customer Solutions & Order Management: Assisted with appointment modifications, special order requests, and coordinated merchandise pickups across various locations.
- Cross-Department Collaboration: Partnered with managers and floorwalkers to uphold quality standards in billing operations, ensuring seamless service delivery.
- Third-Party Liaison: Acted as a point of contact for external stakeholders, including webchat teams, warehouses, credit agencies, and insurance providers, resolving customer issues efficiently.
Promotions Consultant
Synergy Promotions Ltd
Hounslow, Hillingdon
09.2018 - 06.2019
- Brand Representation: Managed promotional campaigns and counter covers in World Duty Free.
- Multi-Category Sales: Specialized in beauty, fragrances, confectionery, and cross-category products.
- Customer Budgeting: Provided cost breakdowns to help businesses plan campaign expenses.
- Sales & Marketing Strategies: Offered discounts, promoted products, and developed strategies to boost brand loyalty.
Dispensing Optician
Specsavers
Slough, Berkshire
05.2017 - 06.2017
- Administrative Management: Maintained records of payments, prescriptions, inventory, and sales.
- Eyewear Fitting: Assisted customers in selecting and fitting glasses per ophthalmologist prescriptions.
- Product Consultation: Advised on lens materials, styles, and colours based on needs.
Education
Diploma of Higher Education - Extended Diploma in Creative Media Production
Windsor Forest College
Berkshire2019
Advanced Subsidiary - Media Studies
Uxbridge College
Uxbridge2018
High School Diploma -
Beechwood Secondary School
Slough06.2017
Skills
- Agent training & mentoring
- Cross-functional collaboration
- Data-driven insights
- Leadership & influence
- System proficiency - worked on CRM/OPUS/VMware/CSP/HALO/SIEBEL/OMOBO systems
- ECDL course certificate
Hobbies
- Reading.
- Editing and Photoshop.
- Drawing.
- Guitar.
Timeline
Subject Matter Expert
AT&T
09.2023 - 02.2025
Customer Service Representative
Nike - Concentrix
05.2022 - 08.2023
Patient Advisor & Laser Assistant
Optimax
09.2021 - 04.2022
Customer Service Assistant
Vodafone UK
05.2019 - 05.2020
Promotions Consultant
Synergy Promotions Ltd
09.2018 - 06.2019
Dispensing Optician
Specsavers
05.2017 - 06.2017
Diploma of Higher Education - Extended Diploma in Creative Media Production
Windsor Forest College
Advanced Subsidiary - Media Studies
Uxbridge College
High School Diploma -
Beechwood Secondary School
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