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تم إلغاء حظر المستخدم بنجاح
أسماء يوسف, Back Office Executive

أسماء يوسف

Back Office Executive·BFL Group

المملكة العربية السعودية

بكالوريوس, English Language

الخبرة العملية

مجموع سنوات الخبرة: 4 سنوات, 9 أشهر

Back Office Executive

سبتمبر 2024 - حتى الآن

BFL Group

الرياض، المملكة العربية السعودية

سبتمبر 2024 - حتى الآن

• Act as a strategic coordination hub between Customer Experience, Logistics, E-commerce, and
Store Operations, ensuring seamless omnichannel service delivery and operational alignment.
• Drive service performance improvements by analysing delivery timelines, customer behaviour
insights, and operational KPIs to identify root causes and implement efficiency enhancement
initiatives.
• Lead resolution of high-impact customer escalations by managing cross-department
investigations, developing corrective action plans, and ensuring brand-aligned customer
communications.
• Maintain governance over operational and customer data integrity across internal platforms,
supporting compliance standards and reporting accuracy.
• Develop executive performance dashboards and analytical reports, enabling senior leadership to
monitor service performance trends and support strategic decision-making.
• Support business continuity and operational excellence projects by identifying workflow gaps and
recommending scalable automation and process optimization solutions.
• Partner with Marketing and CRM teams to analyse customer sentiment, feedback trends, and
behavioural insights to improve customer journey mapping and service personalization strategies.
• Contribute to organizational development through training support, onboarding facilitation,
knowledge documentation, and internal engagement initiatives.
• Support internal CX transformation initiatives aligned with business growth, retention strategies,
and service innovation objectives.

مجال الشركة:
البيع بالتجزئة وبالجملة
الدور الوظيفي:
إدارية

Customer Care SME

أكتوبر 2023 - أغسطس 2024

Concentrix

القاهرة، مصر

أكتوبر 2023 - أغسطس 2024

• Served as operational SME responsible for maintaining service excellence standards and
mentoring frontline advisors across customer experience functions.
• Managed high-risk escalations and service recovery cases, conducting deep root cause
investigations and coordinating multi-stakeholder resolution strategies.
• Provided real-time performance coaching and operational guidance, contributing to improved
service quality scores and SLA adherence.
• Collaborated with supply chain, warehouse operations, and last-mile delivery partners to enhance
fulfilment performance and reduce delivery failure rates.
• Supported onboarding and training programs by delivering product education, operational
workflow guidance, and customer handling best practices.
• Monitored performance metrics, customer feedback paterns, and quality assurance insights to
recommend service and workflow improvements.
• Maintained and enhanced internal knowledge bases, SOPs, and service guidelines to ensure
operational consistency and quality compliance.
• Supported team KPI achievement through performance monitoring, escalation management, and
service quality coaching.
• Ensured CRM accuracy, documentation compliance, and data protection adherence aligned with
European service regulations.

مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء
الدور الوظيفي:
الإدارة

Senior Customer Service Representative

سبتمبر 2022 - أغسطس 2023

Atheel contact center

القاهرة، مصر

سبتمبر 2022 - أغسطس 2023

• Led escalation handling and resolution ownership for complex customer service cases,
improving customer retention and satisfaction outcomes.
• Conducted service performance deep-dive analyses to identify recurring issues and implemented
improvements within internal operational processes.
• Delivered high-quality, customer-focused support while consistently meeting productivity,
quality, and satisfaction KPIs.
• Communicated customer insights and behavioral trends to leadership teams to support CX
strategy development.
• Supported major product launches and peak operational events, ensuring service readiness and
effective customer communication planning.
• Demonstrated leadership initiative by independently handling ambiguous operational challenges
and proposing strategic improvement recommendations.

مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Telemarketer – US Medical Account

يناير 2022 - يونيو 2022

Wazowski Outsourcing

القاهرة، مصر

يناير 2022 - يونيو 2022

• Managed inbound and outbound communication for US healthcare clients while maintaining strict service
quality and compliance standards.
• Educated customers on healthcare services, insurance eligibility verification, and appointment
coordination.
• Achieved and exceeded performance targets while ensuring CRM documentation accuracy.
• Maintained full compliance with healthcare data privacy and regulatory requirements including HIPAA
standards.

مجال الشركة:
الاستعانة بالمصادر الخارجية للمبيعات

Inbound Call Centre Agent

يوليو 2021 - ديسمبر 2021

Smart Link

القاهرة، مصر

يوليو 2021 - ديسمبر 2021

• Delivered high-volume inbound customer support while maintaining strong customer satisfaction
and service efficiency metrics.
• Supported sales growth through effective customer engagement and service-driven upselling
opportunities.

مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

التعليم

Ain Shams University

يناير 2023

يناير 2023

بكالوريوس، English Language

مصر

المعدل التراكمي (التقدير): جيد

المعدل التراكمي (التقدير): جيد

Skills

COLLABORATION
Intermediate
COLLABORATION
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
LOGISTICS
Intermediate
LOGISTICS
Intermediate
MARKETING
Intermediate
MARKETING
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
PROCESS OPTIMIZATION
Intermediate
PROCESS OPTIMIZATION
Intermediate
WORKFLOW MANAGEMENT
Intermediate
WORKFLOW MANAGEMENT
Intermediate

اللغات

العربية

اللغة الأم

الانجليزية

متمرّس