آية نبيل

• 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.

• 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.

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.

• 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.

• 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.