Nouran Mohammed Ahmed
Qalyubia
Summary
Customer service professional with proven track record in team leadership and performance management. Known for strong focus on collaboration and achieving results, adapting to changing needs with ease. Expertise in conflict resolution and team training, ensuring high levels of customer satisfaction and team efficiency.
Graduated from Ain Shams University, developed great analytical and leadership skills through my years in collage, as well as communication skills. Looking forward to further developing my skills and gaining more knowledge in the field of Genetics, Bioinformatics and Microbiology.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Team Lead
Transcom Worldwide
04.2025 - Current
- Leading daily team operations, ensuring adherence to safety protocols and operational standards.
- Training new employees on core processes and safety regulations for effective integration.
- Implementing process improvements that enhanced team collaboration and reduced errors.
- Setting performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developing team members' skills through targeted coaching sessions, resulting in improved individual performance.
- Evaluating staff performance and provided coaching to address inefficiencies.
Escalations Manager
Transcom Worldwide
12.2024 - 04.2025
- Resolving customer service representatives escalations by coordinating with cross-functional teams to enhance service delivery.
- Monitoring escalation trends, providing feedback to management for process improvement initiatives.
- Communicating directly with the client to ensure smooth operations and providing feedback and recommendation on improving internal processes.
- Documenting escalation processes and maintaining knowledge base for team reference and training purposes.
- Streamlining escalation processes for quicker issue resolution and improved customer experience.
- Creating detailed reports on escalated cases to identify trends and areas for improvement.
- As a result, got promoted in April 2025 to a Team Lead.
Customer Service Representative
Transcom Worldwide
09.2024 - 11.2024
- Resolving technical issues for customers through troubleshooting and effective communication.
- Documenting customer interactions to maintain accurate records and improve future support.
- Developing knowledge base articles, aiding team members in accessing vital information quickly.
- Got promoted after showing great analytical and problem solving skills to an Escalation Manager in November 2024.
Education
Study Program - Biotechnology Program
Ain Shams University, Faculty of Agriculture
Al Qalyubiyah, Egypt07.2024
Skills
- Leadership skills
- Ability to conduct research
- Easily adapting to changes
- Knowledgeable and experienced in using Microsoft Office
- Ability to work well under pressure and handle several tasks
- People management
- Willingness to learn
- Problem solving skills
- Coaching and mentoring
- Documentation and reporting
Accomplishments
- Research Paper: Biodiversity of Algae and Bioactive Compound Applications (2023-09 - 2024-05).
- Production of natural sunscreen and protein supplements from algal extractions.
- Molecular and phenotypic characterization of algae
- Supervising a team of 12 staff members.
- Using Google Sheets to develop inventory tracking spreadsheets.
Certification
- National Research Center (2023-08 - Present)
- Desert Research Center (2022-09 - Present)
- Medical Analysis from Amazon Academy (2021-08 - Present)
Additional Information
Medical Analysis
Amazon Academy. (50 hours) 07/2021 - 08/2021
Accomplishments:
- Drawing blood samples with different sampling techniques
- Reception, handling specimen
- Biochemistry, Hematology, Parasitology, Microbiology
Course: Biotechnology and Its Applications
Desert Research Center. 08/2022 - 09/2022,
Accomplishments:
- Conservation of genetic resources
- Introduction to bioinformatics
- Molecular Biology
Course: Human Histopathology
The National Research Center. 08/2023 - 09/2023,
Accomplishments:
- Scientific paper writing skills
- CRISPR Stem cells/ Cancer Stem cells
- Ethics in animal research
- Cell Cycle and Cytometry
- Occupational safety and health
LANGUAGES
Arabic
Native or Bilingual
English
Full Professional
Timeline
Team Lead
Transcom Worldwide
04.2025 - Current
Escalations Manager
Transcom Worldwide
12.2024 - 04.2025
Customer Service Representative
Transcom Worldwide
09.2024 - 11.2024
Study Program - Biotechnology Program
Ain Shams University, Faculty of Agriculture
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