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Aya Nabil, customer service manager

Aya Nabil

customer service manager·Altice USA

United Arab Emirates

Bachelor's degree, Sociology

Work experience

Total years of experience: 7 years, 9 months

customer service manager

May 2023 - September 2024

Altice USA

Alexandria, Egypt

May 2023 - September 2024

• Team Leadership & Development: Led a team of customer service representatives, conducting regular 1-on-1s to
provide feedback, discuss development opportunities, and drive individual and team performance.
• Client Communication: Acted as a primary contact for clients, handling escalated issues, understanding client needs,
and ensuring a seamless service experience.
• Agent Profiling & Performance Management: Utilized profiling techniques to assess each agent's strengths and areas
for improvement, implementing tailored strategies to elevate performance.
• Analytical Reporting: Proficient in Excel for data analysis, tracking team metrics, and creating detailed performance
reports to inform decision-making and set actionable goals.
• Presentations & Reporting: Prepared and delivered presentations to stakeholders, highlighting team achievements,
addressing challenges, and proposing strategies for continuous improvement.
• Strategic Performance Optimization: Applied data-driven strategies to align team goals with business objectives,
ensuring high levels of productivity and consistently meeting performance targets.

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

customer service lead

November 2022 - May 2023

Altice USA

Alexandria, Egypt

November 2022 - May 2023

• Team Leadership: Successfully led a team of customer service representatives, fostering collaboration and ensuring
high-performance standards.
• Performance Monitoring: Analyzed key performance indicators (KPIs) to assess team performance and drive
continuous improvement initiatives.
• Conflict Resolution: Proficiently handled customer escalations and complex issues, ensuring timely and satisfactory
resolutions.
• Customer Satisfaction: Achieved and maintained high customer satisfaction ratings by implementing best practices in
service delivery.

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

customer service representative

September 2020 - November 2022

Altice USA

Alexandria, Egypt

September 2020 - November 2022

Altice USA | Alexandria, Egypt
• Skilled Customer Service Representative with experience across billing, technical support, collections, chat, and back-
office teams, providing comprehensive support to ensure customer satisfaction and efficient issue resolution.
• Billing Support: Assisted customers with billing inquiries, statements, payments, and account adjustments,
maintaining high accuracy and prompt resolution to enhance customer satisfaction.
• Technical Support: Delivered expert troubleshooting assistance for technical issues, guiding customers through
resolutions to maintain service quality and minimize downtime.
• Collections: Managed overdue accounts with empathy and professionalism, offering flexible payment plans and
solutions to support customers in managing their accounts effectively.
• Chat Support: Provided real-time customer assistance through chat, delivering quick, clear, and friendly service to
resolve inquiries efficiently.
• Back Office Support: Handled administrative duties and coordinated follow-ups on customer requests, ensuring
accurate documentation and seamless customer service operations.

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

customer sales and service

February 2019 - August 2020

Valley Tours

Alexandria, Egypt

February 2019 - August 2020

• Engaged with customers to understand their travel preferences and provided detailed information on tour packages.
• Facilitated the booking process and promoted additional services to enhance the customer experience.
• Managed customer inquiries across various communication channels, promptly addressing concerns to maintain high
satisfaction levels.
• Utilized CRM tools to track interactions, follow up on leads, and contribute to increased sales conversion rates.
• Fostered strong customer relationships, enhancing the company’s reputation in the tourism industry.

Company industry:
Sales Outsourcing
Job role:
Sales

admin coordinator

January 2017 - January 2019

Alahlyi Trading and Distribution

Alexandria, Egypt

January 2017 - January 2019

• Manage and coordinate daily administrative activities, including document management, scheduling meetings, travel
bookings, and organizing office supplies.
• Supervise and provide guidance to office staff, ensuring they are performing their duties effectively and efficiently.
• Oversee the implementation and maintenance of office systems, procedures, and policies.
• Assist in the recruitment and training of new office staff.
• Monitor and evaluate office procedures to streamline processes and maximize productivity.

Company industry:
Administration Support Services
Job role:
Administration

Education

Alexandria University

October 2021

October 2021

Bachelor's degree, Sociology

Egypt

Skills

Patience
Expert
Patience
Expert
Multitasking
Expert
Multitasking
Expert
Leadership
Expert
Leadership
Expert
Management
Expert
Management
Expert
Customer Service
Expert
Customer Service
Expert
Microsoft Office
Intermediate
Microsoft Office
Intermediate
Customer Service
Expert
Customer Service
Expert
Call Center
Expert
Call Center
Expert
Team Leadership
Intermediate
Team Leadership
Intermediate
Administration
Intermediate
Administration
Intermediate
Management
Intermediate
Management
Intermediate

Languages

Arabic
Native Speaker
English
Native Speaker