Social media account executive
Uber
مجموع سنوات الخبرة :12 years, 9 أشهر
Engaging with the customers through innovative and engaging content.
* Promote brand focused messages.
* Works with other departments to develop a social media timelines coinciding with new product
releases.
* Managing all company’s social media accounts.
* Supporting customers with any issue they were facing with their profiles and applications.
Achievements:
* One of the highest quality scores for 6 consecutive months.
* Enlisted in the “Queue Master” best practice project.
* Enlisted in the app review team and the quality assurance team for the app review.
* Worked with the content team on the saved replies.
* Helped in mentoring the newly joined batches that joined the team.
Developing, coaching, and managing team members to maximize their performance metrics, and
KPIs’.
* Identifying risks, and issues to help in mitigating them with adhering to the policy and procedures.
* Handling team escalations.
* Daily, weekly, and monthly reporting on all team metrics.
* Conducting weekly/monthly one on one meeting with each team member, where all metrics,
achievements, and performance is discussed and a plan is set for the following week/month.
* Setting a sharing success monthly meeting.
* Evaluating targeted calls for team, and providing quality sessions.
Achievements:
* Managed to establish the KPIs system.
* Supported in setting the quality standards and how it’s calculated and included in the KPIs.
* Helped in creating the training material and giving the training to the new agents (Soft skills, product
knowledge).
Answering the captains’ inquiries by explaining procedures, and providing information.
* Maintaining communication by reporting problems.
* Maintaining and improving quality results by adhering to standards and guidelines; recommending
improved procedures.
Achievements:
* Top CSAT performance for 8 consecutive months.
* Team leader delegation task for 5 months.
* Aided in creating new reports which improved quality performance.
Answering the customers’ inquiries by explaining procedures, and providing information.
* Maintaining communication by reporting problems.
* Maintaining and improving quality results by adhering to standards and guidelines; recommending
improved procedures.
Achievements:
* One of the highest NPS scores for 3 consecutive months.
* Assisted in delivering the technical support training 3 times.
Being the bridge between the sales executives and the managers.
* Responsible of supporting the sales executives achieving sales and profitability objectives, and
keeping track of the sales records.
Introduction to Marketing strategies Introduction to content creation Fundamentals of graphic designing.