Ashraf Nabout, Social Media Customer Service Manager.

Ashraf Nabout

Social Media Customer Service Manager.

Etisalat U.A.E

Location
United Arab Emirates - Ajman
Education
Diploma, TOEFL
Experience
12 years, 10 months

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Work Experience

Total years of experience :12 years, 10 months

Social Media Customer Service Manager. at Etisalat U.A.E
  • United Arab Emirates - Ajman
  • My current job since January 2018

• Building the Social Media Department (Managing a team of 13).
• Setting up Social Media Strategy.
• Social Media Training.
• Monitoring Etisalat U.A.E presence.
• Engaging with fans across Social Media platforms.
• Generating reports measuring Key Social Media KPIs.
• Designed an In-House Digital Media Ad Campaigns.
• Setting up Facebook Contest Campaigns In-House.
• Organizing Offline Community Activities.

Senior Social Media Executive at Etisalat U.A.E
  • United Arab Emirates - Ajman
  • August 2015 to December 2017

In additional to daily tasks it is my responsibility to :

- Supervise the Operations team while handling their daily tasks.

- Develop, Communicate and implement a Comprehensive customer complaints management program including handling, tracking and escalation rules.

- Enhancing the skills of the team members and identify the weak points and work for improving their performance.

- Apply the teamwork spirit between the whole team and stress on its importance.

- Provide accurate data on daily basis in Operational Reports/Meetings.

- Recognize team member for their contribution to the department and motivate them to reach the best level of performance and stress on strong points to enhance it.

- Plan and organize the work flow for all tasks keeping the same level of quality.

- Evaluate the individual performance according to the performance agreement and the whole department performance and assure that we meet the service level for every task.

- Archives and files needed data and documents, for team meetings, one to ones, leaves, recognition, coaching, And other team documents.

- Train new team members and mentor them.

- Coordinate key responsibilities and tasks between team members and follow up with them to ensure completion of assigned tasks.

- Coordinate between social media section and other sections.

- Pull reports on daily, weekly, monthly basis and once requested to keep records on track.
Communicate with management and keep them posted with latest trends.

Social Media Executive at Etisalat U.A.E
  • United Arab Emirates - Ajman
  • December 2013 to July 2015

As bilingual Social Media Executive handling Etisalat U. A. E Facebook and Twitter(@Etisalat_care) pages, my main responsibilities are:

. To ensure all queries/complaints are handled within the required SLA.

· To ensure Standard Operating Procedures are followed 100% in providing resolution to the customer.

· To ensure that the productivity levels are maintained.

· To escalate to top management as required on the gravity of the issue

· To ensure proper handing / taking over on th depending e pending tickets

· To be the responsible face of Etisalat in the social media & provide resolutions judiciously to the customer

· To highlight on issues which are & needs immediate resolution.

In order to effectively handle these responsibilities we are required to have:

· Very good communication skills along with ability to draft & reply to queries, complaints etc.

· Very good computer/MS Office skills with advanced knowledge of Excel.

· Ability to manage extreme work pressure & excel in superior customer experience.

· Ability to effective follow up and update status/report.

. Stay current with social media trends and tools - includes attending networking and educational events, reading blogs, and listening to podcast.

. Identify and adapt new social media channels and technologies, in line with industry trends.

. Exceptional time management skills including the ability to handle multiple clients with changing priorities.

.Ability to work independently also a team player, able to work with cross-functional teams.

Service Advisor at crystelcall
  • Jordan - Amman
  • December 2012 to October 2013

• Provide World-Class customer service.
• Responding to general and specialized client inquires, requests & complaints, including billing inquiries, GSM, Land-line & internet technical support.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Sells products and services and developing relationships with existing customers.; recommending solutions.
• Develop strategies for up-selling and cross-selling existing customers.
• Maintains quality service by establishing and enforcing organization standards.
• Contributes to team effort by accomplishing related results as needed.
• Maintains the database by entering information.
• Updates job knowledge by participating in educational opportunities.

Documentation at EXPERTS CARGO SERVICES
  • Jordan - Amman
  • April 2010 to November 2011

first of all i start preparing then checking and submitting RORO manifest.
after that i handle preparing break down.
it's also my responsibility to prepare, print and check invoices
in addition to good experience in direct contact with consignees, customer care
distributing D/O's.
dealing with board correspondences (formal E-mail's).
i'm used to work for several hours under pressure.

Education

Diploma, TOEFL
  • at university of Jordan
  • June 2011
Bachelor's degree, Accounting
  • at Balqa Applied Univeersity
  • January 2010
High school or equivalent, IT
  • at Ahmad Touqan
  • July 2006

Specialties & Skills

Customer Service
Microsoft Excel
Google Apps
English
microsoft outlock
MS EXCELL
MS Word
Google software

Languages

Arabic
Expert
English
Intermediate
Spanish
Beginner

Training and Certifications

Accounting & auditing (Training)
Training Institute:
Arab Auditors
Date Attended:
August 2009