Arabic bilingual BPO

- Zaki Taher -

Senior Process Executive / Arabic Bilingual Specialist / Content Moderator

Quezon City Metro Manila PH • +639********* • *************@*******.*** • linkedin.com/in/Zaki-Taher CAREER SUMMARY

Dedicated Arabic Bilingual Specialist with almost 15 years of experience working in multiple multinational BPO companies including Cognizant, Accenture, Sutherland Global Services, and Stream Global Services (Now Concentrix) Work Experience includes Content Moderation, Customer Service, Technical Support, Sales, and Telemarketing. PROFESSIONAL EXPERIENCE

Senior Process Executive - Griffin Cognizant Technology Solutions Philippines, Inc. Taguig. PHILIPPINES November 2018 to April 2024

Handling Helping Responsible user Work Arabic Review Respond ticket. profiles closely content. Arabic the back Arabic client for which with to content screening, cases the with different might reported and which all violate the supporting analyzing, teams might Arabic and the and reporter violate translation client moderating, users LOBs policies policies users via to support E-and with mail and and including resource approving necessary and coworkers community other text requests actions work content and with standards. media. tools. if recommendations that needed. of users must on be our taken client's and within insights platform. SLA related for Manage each to Arabic Bilingual Analyst – Honey Badger Accenture,Inc. QuezonCity.PHILIPPINES March2015 to January 2018

Understand Manage apply Achieve Identify Ensure policies that the improvement productivity content information client as per polcies posted client and opportunities security quality and guidelines. or guidelines uploaded targets practices in workflow by efficiently (community and users standards on and within our suggest standards)client's are SLA observed. solutions. of social . each media queue. platform. Review user reports and Senior Customer Support Professional - AT&T U-Verse Sutherland Global Services Inc. EGYPT & PHILIPPINES

July 2012 to April 2014

Respond escalated cancellation. Resolve rapport customers with customer to customer within calls customers to company complaints ensure situations to prompt determine guidelines and by developing concerns resolution whether to retain by strategies to investigating there existing customer is an and business. opportunity complaints, recommendations problems; service to develop maintain and to solutions retain account client customers relationship. to concerns. retain customers. before Diffuse Negotiate Create with Customer Service Representative - SiriusXM Stream Global Services Inc. Cairo EGYPT March 2010 to June 2012

Signing information. Build customer Assist Explain due Fix deactivation. billing if rapport needed. existing up to preference. errors customers new with customers customers and customers updating their in by account applying creating for credit better status, cards changes accounts customer current to ensure to and their services subscription, entering the current automatic and customers accounts to billing determine payment details, and data, subscription upselling and contact and to help avoid details, opportunities them plans. account and processing billing or according service payments to Provide difficulties Resolve satisfaction. complaints technical with our support and services. diffuse and troubleshooting angry customer needed situations whenever by developing a customer solutions encounters to achieve any technical customer issues loyalty or and Telemarketing Representative - O2 Telecom Ecco Outsourcing Ltd. Cairo EGYPT February 2009 to August 2009

Complete by Maintain effort database by accomplishing a orders safe backup. working by recording related environment names, results addresses, by as complying needed. and with purchases; procedures, referring rules, orders and regulations. for filling, and Contributes secure information to team Forteʼ One Ltd. - British Telecom Telesales Agent Smart Village Cairo EGYPT February 2008 to January 2009

Identifies Calls telecommunications Negotiate product prospective information prospects with customers customers by technologies. and reading price to by buy quotations. telephone operating services and telephone and merchandise zip code equipment, directories by following automatic and other a prepared dialing prepared systems, sales listings. talk and to other offer services, Branch Accountant Cook Door - Fast Food Restaurants Cairo EGYPT February 2007 to January 2008

Record Assist financial Bookkeeping Prepare Prepare Prepare Assist Data Assist entry store with with journal and and financial systems. on expense ad leadership file provide balance excel hoc entries, monthly reports. accounting and reporting audit sheet with bookkeeping other reports. schedules accounts questions tools requests systems. to, such and and mine and and participate other as inquiries projects. large cash, accounting data pre-related in sets. paid, payroll. processes/to and profit accounts & functions. loss payable. statements, accounting processes, and Accountant Assistant The Arab Contractors - Construction Company Cairo EGYPT June 2006 to January 2007

Record Prepare Assist Assist Assist financial with with the journal and systems. management expense ad file hoc entries, monthly accounting reporting participate with reports. questions requests systems. Fixed in fiscal and and asset period inquiries projects. capitalization, closes. related additions to profit & tracking. loss statements, accounting processes, and EDUCATION

Bachelor’s Degree in Commerce (Major of Accounting - English Dep.) Menoufia University Egypt September 2001 to September 2006

SKILLS & STRENGTHS

● Content Moderation

● Customer Service

● Technical Support

● Sales

● Communication

● Negotiation

● Building Rapport

● Analytical Skills

● Critical Thinking

● Problem Solving

● Time Management

● Multitasking Skills

● Work under Pressure

● Teamwork

LANGUAGES

Arabic: Native Speaker - Egyptian Dialect.

English: Fluent – Spoken & Written

REFERENCES

References & Certificates of Employments are available upon request

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