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Merihand Mansour, Customer Service Representative

Merihand Mansour

Customer Service Representative·Teleperformance (International

United Arab Emirates

Bachelor's degree, Human Resources

Work experience

Total years of experience: 8 years, 1 months

Customer Service Representative

January 2022 - January 2025

Teleperformance (International

Alexandria, Egypt

January 2022 - January 2025

Managed 60-70 daily customer interactions via phone, email, and chat in English &
French.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Special Need Support

January 2017 - January 2025

Mother Of Mercy,

Alexandria, Egypt

January 2017 - January 2025

Developed personalized learning plans with parents and teachers.
Company industry:
Medical Hospital
Job role:
Teaching and Academics

Freelance Online Customer Support

January 2020 - January 2022

Global E-commerce & SaaS Clients Remote

Alexandria, Egypt

January 2020 - January 2022

Managed order tracking, product inquiries, refunds, and complaints, resolving 95%
without escalation.

Increased retention by 15% through proactive follow-ups and upselling techniques.

Worked with 3+ international e-commerce businesses improving their response rate
by 40%.

Used platforms like Shopify, WooCommerce, and HubSpot CRM for case handling.
Company industry:
Call Centers & Customer Care Outsourcing

Social Media Customer Support

January 2019 - January 2022

Facebook Group Business

Alexandria, Egypt

January 2019 - January 2022

Handled customer inquiries, sales, and support for products sold on Facebook
groups.

Built customer trust and repeat purchases, achieving 25% growth in monthly sales.

Responded to 100+ weekly customer messages with a 1-hour average response
time.
Company industry:
Call Centers & Customer Care Outsourcing

Virtual Assistant, Remote Client Accounts

January 2018 - January 2020

freelancer

Alexandria, Egypt

January 2018 - January 2020

Assisted business owners with scheduling, customer follow-ups, and email
management.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Education

Alexandria University

January 2022

January 2022

Bachelor's degree, Human Resources

Egypt

GPA (percentage): 65%

GPA (percentage): 65%

Faculty of Commerce English Section, Human Resources Major

Skills

Phone Skills
Expert
Phone Skills
Expert
Microsoft Office
Expert
Microsoft Office
Expert
Call Center
Expert
Call Center
Expert
Customer Care
Expert
Customer Care
Expert
Microsoft CRM
Expert
Microsoft CRM
Expert
CALL CENTER EXPERIENCE
Intermediate
CALL CENTER EXPERIENCE
Intermediate
CLIENT SERVICES
Intermediate
CLIENT SERVICES
Intermediate
COMPUTER AIDED SOFTWARE ENGINEERING
Intermediate
COMPUTER AIDED SOFTWARE ENGINEERING
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
E COMMERCE
Intermediate
E COMMERCE
Intermediate
EMAIL MANAGEMENT
Intermediate
EMAIL MANAGEMENT
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
ORDER MANAGEMENT
Intermediate
ORDER MANAGEMENT
Intermediate
SCHEDULING
Intermediate
SCHEDULING
Intermediate

Languages

English

Beginner

Arabic

Beginner

French

Beginner

Training and Certifications

Certifications
Effective Communication Skills
Customer Service Fundamentals

Hobbies and interests

community service
Volunteering
communication
Languages
digital tools
Creative design
exploring cultures
Traveling &