- Passionate about public speaking , with a strong ability to engage, inform, and inspire diverse audiences
- Deep interest in training and developing others , helping individuals grow their skills and confidence through structured guidance and interactive learning
- Committed to continuous communication excellence , always seeking to refine messaging for clarity, impact, and connection
- Enjoy exploring new learning methodologies , coaching styles, and ways to make complex information easily digestible
Yomna Moustafa
Sheikh Zayed,Egypt
Summary
Detail-oriented QA and Training Specialist with extensive experience in customer onboarding, service quality evaluation, and team enablement across tech-driven environments. Adept at designing and delivering engaging training sessions, developing quality frameworks, and driving process improvements to elevate customer satisfaction and team performance. Skilled in identifying performance gaps, providing actionable feedback, and collaborating cross-functionally to ensure consistency and excellence. Holds a degree in Mass Communication with strong communication, analytical, and coaching capabilities. Proficient in Microsoft Office, CRM systems, and content creation tools.
Overview
9
9
years of professional experience
Work History
QA & Training Specialist
REWAA TECHNOLOGY
11.2024 - Current
- Conducted weekly quality checks for a team of 25+ specialists, reviewing CRM documentation, recorded sessions, and customer communication to ensure compliance and service excellence.
- Led and facilitated recurring training sessions and refreshers, impacting over 100+ team members across multiple departments.
- Developed quality frameworks and scoring criteria to evaluate performance, identify recurring mistakes, and recommend targeted improvements.
- Designed and delivered structured training content tailored to business sector needs, improving onboarding accuracy and session effectiveness.
- Managed quality reporting dashboards and tracked KPIs, contributing to a 15%+ improvement in agent performance consistency.
- Provided one-on-one coaching to agents with recurring errors, reducing their average error rate by 20–30% over time.
- Collaborated cross-functionally with product, onboarding, and operations teams to align training and quality objectives with company goals.
- Took part in creating video resources, workflow documentation, and content for internal platforms to support scalable learning.
- Trained and mentored 20+ new personnel hired to fulfill various roles.
Senior Onboarding Specialist
REWAA TECHNOLOGY
07.2023 - 11.2024
- Delivered over 150+ onboarding sessions for clients across various business sectors, ensuring clear understanding of platform functionalities.
- Conducted hands-on system training tailored to client needs, focusing on increasing product adoption and satisfaction.
- Collaborated with internal teams to ensure accounts were fully prepared, with accurate CRM documentation and data validation.
- Ensured customer readiness by confirming technical setup and guiding clients through pre-training requirements.
- Resolved client concerns during the onboarding phase, contributing to a noticeable drop in early-stage churn.
- Managed approximately 15–20 training calls per week, including follow-ups and post-session support.
- Supported customer retention by building trust through proactive communication and consistent follow-ups.
- Contributed to improving onboarding documentation and aligning training flow with real client needs and behavior.
Global E-Commerce Sales Acquisition
PAYMOB for online payment services
03.2023 - 07.2023
- Joined the first batch launching Paymob’s sales operations in the Gulf region, contributing to market entry success.
- Generated and qualified over 200+ leads, initiating outreach via calls, emails, and LinkedIn to introduce Paymob’s FinTech solutions.
- Conducted daily discovery calls with prospective SMEs, tailoring solutions to meet local business needs and payment challenges.
- Closed an average of 10–15 new deals per month, helping drive early adoption and customer growth in the Gulf market.
- Worked cross-functionally with onboarding and product teams to ensure a seamless post-sale experience and fast product activation.
- Shared Gulf market insights with leadership to refine outreach strategies and enhance solution positioning.
- Proved successful working within tight deadlines and a fast-paced environment.
Account Manager
MYLERZ
10.2021 - 03.2023
- Managed a portfolio of 300+ business accounts, offering tailored logistics solutions to optimize delivery and fulfillment operations.
- Maintained up-to-date knowledge of market trends, helping clients adapt to evolving e-commerce demands.
- Greeted and supported walk-in clients, assisting with product selection, issue resolution, and service inquiries.
- Contributed to regional sales growth through active participation in event marketing and brand promotion campaigns.
- Built strong client relationships through proactive communication and responsiveness, resulting in a 20% increase in client retention.
- Negotiated pricing and service terms, balancing profitability with client satisfaction across multiple contract cycles.
- Worked closely with internal operations and logistics teams to ensure seamless service delivery and high customer satisfaction.
Customer Service Representative for a US Based Company
CONCENTRIX
06.2021 - 10.2021
Social Media Marketing Team Leader
BUSINESS SOLUTIONS HUB
01.2021 - 06.2021
- Managed a team of 5+ social media specialists, overseeing campaign planning, content creation, and execution across Facebook, Instagram, LinkedIn, Snapchat and Twitter.
- Developed and maintained monthly content calendars, ensuring alignment with business goals and seasonal promotions.
- Boosted audience engagement by 30% through performance-driven content strategies and A/B testing.
- Supervised daily content delivery, provided real-time feedback, and mentored team members to elevate brand voice consistency and quality.
- Collaborated with design and copywriting teams to launch cross-platform marketing campaigns, improving brand visibility.
- Played a key role in increasing follower base and click-through rates through data analysis and continuous campaign optimization.
Digital Marketing Intern
ODIGGO
01.2021 - 04.2021
Social Media Specialist & Technical Writer
BUSINESS SOLUTIONS HUB
09.2020 - 01.2021
- Created and managed platform-specific content for Facebook, LinkedIn, and Instagram, increasing engagement by 25% within one month.
- Wrote clear technical documentation, user manuals, and promotional content to support product launches and marketing initiatives.
- Collaborated with the design team to deliver visually compelling content aligned with brand guidelines and campaign objectives.
- Ensured consistent brand tone across all communication materials, contributing to a more cohesive and professional brand presence.
- Supported SEO and keyword optimization strategies to enhance content visibility and performance.
- Authored over 20+ technical articles, user manuals, and guides to support product education and marketing efforts.
E-Commerce - Live chat support overseas
GLOBAL GROWING
06.2018 - 05.2020
MARKETER
ENACTUS MSA UNIVERSITY
09.2016 - 05.2019
- Public Speaking.
- Analytical Thinking.
- Creativity.
- Negotiation.
- Stress Management.
Assistant director internship
MEHWAR TV
09.2018 - 10.2018
Customer Advisor (Palm Hills Development)
RAYA CONTACT CENTER
05.2017 - 06.2018
MARKETER AND PR SPECIALIST
TEDEX MSA UNIVERSITY
02.2017 - 05.2018
Reporter and Video Editor
EL-FAJR JOURNAL
01.2017 - 04.2017
FREELANCER VIDEO EDITOR
- Worked with Director to assemble raw images, footage, script into a finished product, for social media market.
- Advised as Video Consultant for direction on scripts, stories for video production, reducing budgets, improving production pipelines and team communication.
Sales Representative
CAREER PLACEMENT CENTER CPC, MSA University
- Trained on how to deal with clients in a very decent way, and how to persuade them with your offer to purchase it.
Education
Graduated from MSA - Mass Communication, Broadcasting, PR & Advertising
Modern Sciences And Arts University
Egypt01.2020
Skills
- Bilingual Communication: Fluent in English and Arabic with strong written and verbal skills
- Training & Development: Skilled in designing and delivering structured training sessions, onboarding programs, and knowledge-sharing initiatives
- Quality Assurance: Experienced in evaluating performance, conducting quality checks, and providing actionable feedback
- Presentation & Public Speaking: Confident speaker with the ability to engage and educate diverse audiences
- Analytical Thinking: Detail-oriented with strong critical thinking and problem-solving skills
- Organizational Skills: Highly organized, adaptable, and able to manage multiple tasks under pressure
- Technical Proficiency:
Microsoft Office (Excel, PowerPoint, Outlook, etc)
CRM systems and digital documentation tools
Video & design editing: Final Cut Pro, Adobe Premiere, Photoshop, InDesign
Operating systems: MacOS, Windows, Ubuntu - Team Collaboration & Leadership: Experience in supervising teams, driving alignment, and fostering a culture of continuous improvement
- Learning management systems
Personal Information
- Date of Birth: 07/22/98
- Gender: Female
- Nationality: Egypt
- Marital Status: Married
Interests
Hobbies
- Yoga – Practicing regularly to maintain mental clarity, focus, and physical well-being.
- Diving – Passionate about exploring the underwater world; it fuels a sense of adventure and calm.
Timeline
QA & Training Specialist
REWAA TECHNOLOGY
11.2024 - Current
Senior Onboarding Specialist
REWAA TECHNOLOGY
07.2023 - 11.2024
Global E-Commerce Sales Acquisition
PAYMOB for online payment services
03.2023 - 07.2023
Account Manager
MYLERZ
10.2021 - 03.2023
Customer Service Representative for a US Based Company
CONCENTRIX
06.2021 - 10.2021
Social Media Marketing Team Leader
BUSINESS SOLUTIONS HUB
01.2021 - 06.2021
Digital Marketing Intern
ODIGGO
01.2021 - 04.2021
Social Media Specialist & Technical Writer
BUSINESS SOLUTIONS HUB
09.2020 - 01.2021
Assistant director internship
MEHWAR TV
09.2018 - 10.2018
E-Commerce - Live chat support overseas
GLOBAL GROWING
06.2018 - 05.2020
Customer Advisor (Palm Hills Development)
RAYA CONTACT CENTER
05.2017 - 06.2018
MARKETER AND PR SPECIALIST
TEDEX MSA UNIVERSITY
02.2017 - 05.2018
Reporter and Video Editor
EL-FAJR JOURNAL
01.2017 - 04.2017
MARKETER
ENACTUS MSA UNIVERSITY
09.2016 - 05.2019
FREELANCER VIDEO EDITOR
Sales Representative
CAREER PLACEMENT CENTER CPC, MSA University
Graduated from MSA - Mass Communication, Broadcasting, PR & Advertising
Modern Sciences And Arts University
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