WALAA ALI BAHY ALI
Sr.
Cairo
Summary
I have diverse experience across several fields, including customer service through calls, emails, and chats, as well as working as a merchant risk analyst and quality control. I’ve also engaged with clients through follow-up calls, served as a social media moderator, and handled data entry tasks. I pay close attention to detail, excel at time management, and enjoy providing assistance. Additionally, I learn quickly and adapt easily to new challenges.
Overview
10
10
years of professional experience
Work History
Email and Chat Support
UTO
09.2023 - Current
- As an Email and Chat Support representative, my primary responsibility is to provide exceptional customer service and assistance through written communication channels
- I serve as the point of contact for customers who reach out with inquiries, concerns, or requests via email or chat platforms
- In my role, I strive to deliver prompt and accurate responses to customer inquiries while maintaining a friendly and professional tone
- I possess strong written communication skills, allowing me to effectively understand and address customer needs through written exchanges
- I am adept at conveying information clearly and concisely, ensuring that customers receive the assistance they require in a timely manner.
Risk Analyst "Merchant Risk Team"
Noon
Cairo
09.2022 - Current
- As a Merchant Risk Analyst, my primary role is to monitor merchant accounts and identify any instances of high-risk merchant behavior
- I am responsible for assessing and analyzing transaction data, patterns, and trends to proactively detect potential fraudulent or risky activities
- One of my key tasks is conducting thorough investigations into flagged accounts or suspicious transactions
- I utilize various tools and techniques to gather relevant information and evidence, collaborating with other departments or external parties when necessary
- By meticulously examining the data and conducting in-depth analysis, I aim to identify fraudulent activities, unauthorized transactions, or any potential violations of regulatory compliance.
Quality Associate
Noon
Cairo
09.2021 - Current
- Educated employees on specific QA standards and confirmed maintenance of standards
- Monitored product standards and quality-control programs
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Freelancer/Social Media Coordinator
Remotely
Cairo
12.2017 - 08.2020
- Boosted customer experiences by delivering superior customer service, issue resolution and merchandising
- Collected, arranged and input information into database system.
Customer Service Agent
Teleperformance
Cairo
12.2015 - 05.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Customer Service Agent
Xceed
Cairo
10.2014 - 12.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Education
Excellent - undefined
Al Ghad Model School
Saudi ArabiaFair - undefined
Faculty of English Commerce, Banha University
BanhaSkills
Team Collaboration
Languages
English
Advanced (C1)
Arabic
Bilingual or Proficient (C2)
Timeline
Email and Chat Support
UTO
09.2023 - Current
Risk Analyst "Merchant Risk Team"
Noon
09.2022 - Current
Quality Associate
Noon
09.2021 - Current
Freelancer/Social Media Coordinator
Remotely
12.2017 - 08.2020
Customer Service Agent
Teleperformance
12.2015 - 05.2016
Customer Service Agent
Xceed
10.2014 - 12.2015
Excellent - undefined
Al Ghad Model School
Fair - undefined
Faculty of English Commerce, Banha University
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