Customer Service Social Media
Resume:
Haitham AbuZekry Akl
Phone: +201*********
Social Media Specialist/Customer Service
Email: ************@*****.***
Address: Al Shorouk City, Cairo
Objective:
An Insightful quality-oriented professional who has been consistently praised as adaptable by my co-workers and management throughout my 8 years of customer experience field, With experience in dynamic environments .Superior skills in communication and the ability to manage customer relationships and provide excellent service.
EDUCATION
Bachelor of Arts: Tourist Guidance (English Section) Class: 2012
Ain Shams University, Cairo
EXPERIENCE
Account Advisor May 2016 - Feb 2017
Raya Contact Center (NBE Account), Giza
Handle and solve all inquiries, requests and complaints received via all channels available.
Provide follow up, occasional campaigns and call backs blended with normal inbound calls.
Escalate problems, report suspected fraud and provides relevant feedback to the right channels.
Advice customers about Bank Products (Credit Cards, Saving Accounts, Saving Certificates and Limits while using Cards while Abroad ….etc.).
Customer Service Executive Feb 2017 - May 2017
HSBC data service delivery, Giza
Sold and delivered bank products and services to affluent clients.
Educated clients on various financial matters.
Escalate problems, report suspected fraud and provides relevant feedback to the right channels.
Advice customers about Bank Products (Credit Cards, Saving Accounts, Saving Certificates and Limits while using Cards while Abroad ….etc.).
Consumer Postpaid Specialist Jul 2017 - Jun 2019
Orange Egypt, Cairo
Offer internal and external consumers the finest service to maximize customer satisfaction.
Answer all pertinent client questions (such as those relating to credit, customer support and activation, outbound and save initiatives, etc.).
Keep uptaded with all the services and products provided by Orange.
Resolve all customer complaints, requests, and inquiries within the SLAs.
Escalate problems, report suspected fraud, and provide relevant feedback to the right channels.
Achievements:
Champion of Q3 2018
Star of February 2018
Star of October 2018
Updating the Scripts of Products and Services Provided to the Customer
Providing Training for newly joined agents
Best AHT without no Fail Records for 2018
Social Media Sr. Specialist July 2019 - current
Orange Egypt, Cairo
Develop a response to the particular consumer’s comment and ensure that the customer has a great experience with the brand by continuing the conversation online or offline in a professional manner in order to resolve his problem or continue positive relationship.
Acting as a Shift leader organizes shift schedules for team members.
Tracking social media mentions of the company and CEO.
Provide online support for fans’ posts for all types of lines (VIP, FC, Postpaid, Corporate etc.) on all social network channels (Facebook, Twitter…) that are related to general inquiries or complaints and escalate to different departments when needed.
Monitor trends in social media and collaborate with other departments (customer relations, sales, marketing, Telco fraud etc.) to manage reputation and coordinate actions when needed.
Early troubleshoot global problems to facilitate diagnosis and remedy and escalate to the concerned department for immediate action.
Achievements:
Champion of Q4 2021
Star of May 2023
Star of January 2024
Updating and translating the OrangePedia (Data Base Update & Translation Project)
Providing Training Sessions for Newly joined members to The Assist Team
Joining the launching program for newly tools for handling Customers in order to provide the necessary training to Agents
Invigilator (Free Lancer) April 2022 - current
The British Council, Cairo
To ensure that any test administered by the British Council runs smoothly on the test day/s and that all assigned test day duties and standards are met.
Follow all relevant standards & procedures, based on training and reference materials provided by the British Council Examinations Services and the relevant Exam Boards.
Invigilate examinations to the standard required by the British Council Examinations Service and the relevant Exams Boards.
Support the supervisor to ensure that candidates have a positive and consistent test day experience and a positive image of the British Council.
Ensure all material is accounted for and handed over securely to the supervisor.
Complete and maintain accurate records of exam assignments. Complete all reports, logs and claims accurately as required by British Council Examinations Services.
Follow all relevant guidelines and policies in the areas of: Data Protection, Child Protection, Health & Safety, Equal Opportunities and Diversity, and Anti-Fraud.
Report any incidents, emergencies or breaches of security to the appropriate test day supervisor.
Work with the test day supervisor to promote and ensure the wellbeing of candidates at all time. In case of emergencies, follow correct procedures.
LANGUAGES
English – C2
Arabic - Mother Language
SKILL HIGHLIGHTS
Punctuality
Strong decision maker
Complex problem solver
Customer Service
Service-focused
Attention to details
Flexibility
Excellent communication skills
Team Player
Work under Pressure
Ability to multitask
Time Management
International driving license
MS Word, Excel & Power Point
Internet
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