Eman Abdel-Aziz
Quality Assurance Specialist
Giza,6th Of October
Summary
Thorough Quality Assurance Specialist with 3 year background in call center. Excellent resource management and allocation skills. Outstanding communication, organizational and time management talents.
Overview
4
4
years of post-secondary education
8
8
years of professional experience
Work History
Quality Assurance Specialist
Xceed company
Giza, Cairo-Alexandria (Desert road)
06.2018 - Current
- Monitored process checks for proper completion and correct frequency.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
- Identified and tracked defects by monitoring calls and supported operation in resolving problems by providing them with right action should be follow from their side.
- Helping customer service agents knowing their mistakes by coaching them to enhance customer experience.
- Train new comer to receive calls from different customers by professional way.
Call Center Representative (high Value)
Vodafone Egypt
Cairo, Maadi
04.2015 - 08.2017
- Provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled complaints on floor for a while as a daily task.
Sales Agent Representative
Esnaad outsourcing company
Cairo, Heliopolis
01.2015 - 03.2015
- Contacted customers to offer new lines from another operator.
Sales Agent Stock Market (KSA)
El-moaasher company
Cairo, Maadi
02.2014 - 01.2015
- Contacted customers from KSA to offer stocks recommended by our experts.
- Follow with them after buying these stocks, and recommend another stocks in these period of time that they subscribed in it with our company.
Sales Agent
Wasla outsourcing company
Cairo, Abbaseia
02.2012 - 02.2014
- Contacted customers to offer services and products.
- Handling cases via mail.
Education
Bachelor of Law - Law
Law
Cairo University 09.2007 - 10.2011
Skills
Correction action planning
Operations monitoring
Corrective actions
Performance testing
Good listening skills
Customer service
MS Office
Interpersonal Communication
Presentation skills
Strong communication
Additional Information
working at Resala training center (El-Mohandseen) since December 2019 as a volunteer ( soft skills trainer),also i delivered more than Topic ( communication skills, presentation skills, time management, and emotional intelligence), also i will join to Resala faisal starting from April 2021 as a soft skills trainer.
Timeline
Quality Assurance Specialist
Xceed company
06.2018 - Current
Call Center Representative (high Value)
Vodafone Egypt
04.2015 - 08.2017
Sales Agent Representative
Esnaad outsourcing company
01.2015 - 03.2015
Sales Agent Stock Market (KSA)
El-moaasher company
02.2014 - 01.2015
Sales Agent
Wasla outsourcing company
02.2012 - 02.2014
Bachelor of Law - Law
Law
09.2007 - 10.2011