Raneen Osama
International Account Advisor
Villa 155, Province 20, 10th Of Ramdan, El Sharqia
Summary
Motivated professional with 3 years of experience in customer service, currently working in the retention team. Skilled in Excel and administration, including call monitoring, reporting, and analyzing key performance indicators. Proficient in assessing calls, providing feedback, and delivering regular performance reports to improve team efficiency and customer satisfaction.
Overview
3
3
years of professional experience
3
3
Languages
Work History
Internaional Account Advisor
Retention Team
10.2021 - Current
• Monitored and rated customer service calls, ensuring quality and compliance with company standards.
• Sent Save and Pace Rate reports bi-weekly, contributing to improved retention strategies.
• Compiled and submitted FCR (First Call Resolution)
reports daily, providing insights to enhance team performance.
• Utilized Excel to track and analyze key metrics, ensuring continuous process improvement.
• Collaborated with the team to identify and implement solutions to customer retention challenges.
Education
Bachelor of Arts - Languages
Faculty of Alsun Ain Shams University
Cairo, Egypt06-2021
Skills
Retention Strategies
Data Analysis (Excel)
Call Monitoring and Evaluation
Reporting (FCR, Save & Pace Rates)
Administrative Support
Problem Solving
Strong Communication and Interpersonal Skills
Timeline
Internaional Account Advisor
Retention Team
10.2021 - Current
Bachelor of Arts - Languages
Faculty of Alsun Ain Shams University
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