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Dina Tarek Zakaria, Senior Customer Service and Operations

Dina Tarek Zakaria

Senior Customer Service and Operations·Tabby

Egypt

Master's degree, Special Education

Work experience

Total years of experience: 10 years, 1 months

Senior Customer Service and Operations

July 2024 - Present

Tabby

Cairo, Egypt

July 2024 - Present

• Handled high volumes of customer inquiries about Tabby’s services.
• Managed complex customer complaints and resolved them with internal teams.
• Addressed customer issues regarding payments, billing errors, and fraud claims.
• Built strong customer relationships through personalized support and proactive communication.
• Supported and guided junior customer service agents, offering mentorship, and guidance on handling challenging situations.
Company industry:
Financial Services
Job role:
Customer Service and Call Center

Account Manager

October 2022 - May 2024

Orcas Tutoring

Cairo, Egypt

October 2022 - May 2024

• Successfully matched 96% of students with the ideal tutor based on academic needs and budgets, enhancing student performance and client satisfaction.
• Increased client satisfaction levels by 100% through exceptional support for billing, scheduling and other administrative issues.
• Managed a portfolio of client accounts of students across all grade levels (pre-school, primary school, middle school, high school, university).
• Served as the primary point of contact for client inquiries, concerns, resolving issues promptly and professionally
• Facilitated communication between clients (students and parents) and tutors, ensuring smooth service delivery.
• Worked closely with the sales team to promote and upsell tutoring packages to potential and existing customers.
• Conducted regular feedback surveys to identify and address areas for improvement.
• Replaced tutors when clients were dissatisfied with teaching methods and progress.
Company industry:
Training & Education Center
Job role:
Management

Sales And Operations Manager

November 2021 - September 2022

Orcas Tutoring

Cairo, Egypt

November 2021 - September 2022

• Converted 30% of cold calls into clients, resulting in an increase in customer base.
• Improved customer retention rate by re-engaging inactive clients, addressing their concerns, and successfully renewing their services.
• Boosted client satisfaction rates by providing personalized assistance with tutor selection, scheduling, and onboarding via the Orcas app.
• Recommended additional services that might benefit students, such as more frequent sessions or specialized courses
• Promoted new tutoring programs and packages to existing clients.
• Maintained in-depth knowledge of company services, packages, and competitive landscape to generate new customers, and address client inquiries and concerns.
• Monitored and enhanced client and tutor operations to ensure service quality and satisfaction.
• Collected feedback and reported to senior management to address service gaps and enhance customer satisfaction.
Company industry:
Training & Education Center
Job role:
Sales

E Commerce Manager

January 2020 - October 2021

Raslan Stores

Cairo, Egypt

January 2020 - October 2021

• Developed e-commerce strategies aimed at boosting online sales of electronics.
• Optimized customer engagement through the store social media platforms and website.
• Analyzed sales data and marketing performance to identify trends and areas for improvement.
• Tracked customer orders and monitored shipping.
• Managed stock levels and inventory to avoid shortages.
• Organized store layout and arranged the placement of electronics.
• Handled and accurately entered vendor data into the company’s system.
• Conducted customer behavior and feedback analysis to improve customer retention and refine marketing campaigns.
Company industry:
Consumer Electronics
Job role:
Marketing and PR

E-Commerce Specialist

November 2018 - July 2019

Unionaire Group

Cairo, Egypt

November 2018 - July 2019

• Collaborated with the marketing team to design and launch targeted digital marketing campaigns.
• Monitored customer orders, website traffic and sales metrics to inform strategy adjustments.
• Optimized paid advertising campaigns using SEO, SEM and other techniques.
• Tracked website page load speed, mobile responsiveness, and navigation to ensure a smooth user experience.
• Managed and updated product listings, including descriptions, prices, inventory and images on the website
• Moderated the company’s Facebook page and interacted with customers to boost engagement and brand presence.
• Coordinated with the supply chain team to ensure product availability and inventory accuracy.
Company industry:
Consumer Electronics
Job role:
Marketing and PR

Operations Lead

April 2017 - July 2019

iCall Outsourcing

Cairo, Egypt

April 2017 - July 2019

• Led a team of over 10 agents handling both inbound and outbound calls, resulting in improved outbound call conversion rates and a reduction in call handling times.
• Consistently surpassed monthly sales targets by improving team performance and moderating team activities.
• Optimized back-office operations, reducing order processing errors by 30% and ensuring timely product deliveries through effective coordination with shipping partners.
• Improved order tracking and shipment coordination, ensuring seamless customer experiences from order placement to product receipt.
• Managed the operations of telemarketing and customer service accounts for Emirates and Egypt, fostering efficient communication with customers and resolving order-related issues promptly.
• Conducted interviews for new agents and assisted in onboarding, providing necessary training and support for smooth integration into the team.
• Handled customer inquiries and follow-ups via social media and the company website.
• Regularly assessed agent performance, providing actionable feedback to ensure the team met key metrics including call handling time, sales volume, resolution rates, and customer satisfaction.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Web Chat Customer Service Advisor

September 2018 - April 2019

Vodafone Uk

Cairo, Egypt

September 2018 - April 2019

• Provided real-time support to UK customers via web chat, troubleshooting phone, device, and network issues.
• Responded promptly to customer emails, ensuring quick resolution.
• Promoted Vodafone UK services by advising on available plans, upgrades, and new services.
• Maintained detailed records of customer interactions, issues raised, and the steps taken to resolve them.
• Made outbound calls to Vodafone stores to resolve customer issues.
• Efficiently managed multiple chats and emails while maintaining high service standards.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Customer Service Representative

January 2014 - April 2015

Xceed

Cairo, Egypt

January 2014 - April 2015

• Assisted Egyptian customers with complaints related to landlines and internet services, providing troubleshooting and issue resolution.
• Conducted outbound calls to follow up with customers on their complaints.
• Provided directory assistance while working for the 140 Daleel service.
• Handled emergency-related requests and services through the 123 Emergency line, ensuring prompt and accurate support.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Education

Al Azhar University

May 2016

May 2016

Master's degree, Special Education

Egypt

View attachment

Ain Shams University

December 2013

December 2013

Bachelor's degree, Archaeology

Egypt

View attachment

Skills

Customer Relationship Management
Expert
Customer Relationship Management
Expert
Sales Operations
Expert
Sales Operations
Expert
Customer Service Management
Expert
Customer Service Management
Expert
Account Management
Expert
Account Management
Expert
Customer Service
Expert
Customer Service
Expert
Customer Service
Expert
Customer Service
Expert
Account Management
Expert
Account Management
Expert
Client Services
Expert
Client Services
Expert
Troubleshooting
Expert
Troubleshooting
Expert
Client Follow-up
Expert
Client Follow-up
Expert
Customer Retention
Intermediate
Customer Retention
Intermediate
Operational Activities
Expert
Operational Activities
Expert
Negotiation
Expert
Negotiation
Expert
Sales Operations
Expert
Sales Operations
Expert
Sales Processes
Expert
Sales Processes
Expert
Sales Performance
Expert
Sales Performance
Expert
Business Insights
Intermediate
Business Insights
Intermediate
Strategic Thinking
Intermediate
Strategic Thinking
Intermediate
Customer Satisfaction
Expert
Customer Satisfaction
Expert
Customer Experience
Expert
Customer Experience
Expert
Customer Service Operations
Expert
Customer Service Operations
Expert
Quality Measures
Expert
Quality Measures
Expert
Customer Relationship Management (CRM)
Expert
Customer Relationship Management (CRM)
Expert
Data Analysis
Expert
Data Analysis
Expert
Product Knowledge
Expert
Product Knowledge
Expert
Customer Engagement
Expert
Customer Engagement
Expert
Customer Experience Management
Expert
Customer Experience Management
Expert
Management
Expert
Management
Expert
Telemarketing
Expert
Telemarketing
Expert
Customer Loyalty
Expert
Customer Loyalty
Expert
E-Commerce
Expert
E-Commerce
Expert
B2B E-Commerce
Expert
B2B E-Commerce
Expert
Retail Sales
Expert
Retail Sales
Expert
Digital Marketing
Expert
Digital Marketing
Expert
Team Management
Expert
Team Management
Expert
Social Media Marketing
Expert
Social Media Marketing
Expert
Online Moderation
Expert
Online Moderation
Expert
Social Media Moderation
Expert
Social Media Moderation
Expert
Training
Expert
Training
Expert
Teamwork
Expert
Teamwork
Expert
Business Development
Intermediate
Business Development
Intermediate
Communication Skills
Expert
Communication Skills
Expert
Problem-Solving Skills
Expert
Problem-Solving Skills
Expert
Time Management
Expert
Time Management
Expert
Sales
Expert
Sales
Expert
CRM Software
Expert
CRM Software
Expert
Customer Relationship Management
Expert
Customer Relationship Management
Expert
Customer Service Management
Expert
Customer Service Management
Expert

Languages

Arabic

Native Speaker

English

Expert

Italian

Beginner

Training and Certifications

Certifications
Master Polite English
Oct 2016
Negotiation Foundations
Oct 2016
International Computer Driving License (ICDL)
Sep 2012

Hobbies and interests

Drawing