Woaod Fouda
CSR
Alexandria
Summary
Positive and empathetic with excellent communication and problem-solving skills, consistently producing customer satisfaction and loyalty. Dedicated to resolving issues swiftly and enhancing overall customer experience.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
CSR
Adverscale
, Florida
2024.02 - Current
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
CSR
Concentrix
Alexandria, Alexandria
2023.01 - 2024.01
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Managed approximately 70 incoming and outgoing calls per day, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
CSR
Vodafone UK
2022.10 - 2023.01
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Online Moderator
Ahmed Marie Car Agency
2017.01 - 2018.03
- Reduced instances of inappropriate content by diligently reviewing and removing offensive posts.
- Enhanced user experience by monitoring and enforcing community guidelines in online forums.
- Maintained accurate records of moderation actions taken, allowing for transparency and accountability within the team.
- Provided constructive feedback to fellow moderators regarding their performance, fostering a collaborative atmosphere focused on continuous improvement.
- Identified areas for improvement in platform policies by analyzing patterns in user behavior and feedback.
English Teaching Assistant
Al-Rawda Teaching Center
Alexandria , Egypt
2017.07 - 2017.12
- Developed tailored lesson plans to meet individual student needs, resulting in improved academic performance and increased confidence.
- Assessed student progress regularly through various assessment methods, ensuring timely feedback on their performance.
- Contributed to the planning and execution of school-wide events such as literacy nights, book fairs, and parent-teacher conferences to foster community involvement in education.
- Boosted overall student engagement through the implementation of group activities, interactive presentations, and hands-on learning experiences.
Education
Bachelor of Arts - English Literature
Faculty of Education
Alexandria, Egypt 2017.10 - 2022.10
Skills
Complaint handling
Call center experience
Customer focus
Team collaboration
Problem-solving
Time management
Active listening
Adaptability and flexibility
Critical thinking
Technical support
Conflict resolution
Customer education
Live chat support
Research
Problem resolution
Timeline
CSR
Adverscale
2024.02 - Current
CSR
Concentrix
2023.01 - 2024.01
CSR
Vodafone UK
2022.10 - 2023.01
Bachelor of Arts - English Literature
Faculty of Education
2017.10 - 2022.10
English Teaching Assistant
Al-Rawda Teaching Center
2017.07 - 2017.12
Online Moderator
Ahmed Marie Car Agency
2017.01 - 2018.03