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
Quality Management Processes
Quality Assurance Designing
Attentive and Observant
Cleaning and Sanitation
Issue Resolution
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