international account adviser
Raya Contact Center
Total years of experience :12 years, 7 Months
Operates multiple CRM systems to handle customers' complaints and SMB's technical issues.
• Recorded, organized, and communicate customer feedback to provide management with data for decision making.
• Recognized as a Top achiever for 3 months in a row, for handling the most amount of complaints with full customer satisfaction.
• Acted as a role model and mentor for new trainees engaged in on-the-job training
• Participated in the testing phase of the new AI (RPA)automated provisioning system.
• Created weekly reports of the Back-Office team’s performance.
• Administrating the science directorate's data base.
• Administrated the planning phase while implementing new LIMS (Laboratory Information Management System).
• Controlling, distributing, and Archiving documentation.
• Acting as a front-line CAP (College of American Pathologists) member to ensure HIPAA Compliance.
• Query and retrieve archived samples for research purpose.
• Maintain office inventory and stocks of office supplies.
• Certified as shipper by IATA (International Air Transport Association) and WHO (World Health Organization).
• Acting as a Research Science Department Safety Representative.
• Dealing with visitors to the consular section, helping them and distribute the flowing visitors over the available counselors after checking the visitors' documents and appointments sheet.
• Wrote reports of daily activities and irregularities, such as equipment and property damage, theft, presence of unauthorized persons, and unusual occurrences
• Operated detecting devices to screen individuals and prevent passage of prohibited articles into restricted areas
• Monitored and authorized entrance and departure of employees, visitors, and other persons to guard against theft and maintain security of premises
• Circulated among visitors, patrons, and employees to preserve order and protect property
• Called police and fire departments in cases of emergency, such as fire and presence of unauthorized persons.
• Had an Extra Mile Award For the additional efforts affording safety and protection to the Us Mission during the Egyptian revolution (Jan28-Feb11) 2011.
• Attended 80 hours of Post Entry Security Training organized by the Regional
Security Office, American Embassy, Cairo.
• Attended 80 hours of First Aid \ First Responder Training organized by the Regional
Self Employed (Freelancer)
Web Content Admin (www.ODesk.com) July 2006 - Sep 2008
• Install and apply Templates, Plug-ins.
• Create, develop and manage content for Website.
• Copyedit and proofread all web content.
• Maintain a consistent look and feel throughout all web properties.
• Oversee freelancers, including writers, copyeditors and community outreach organizers
• Keep current with emerging web technologies through relevant blogs, listservs, and events.
• Assure web-based information is archived for future needs and reference.
• Track and report on all site metrics.
• Work cooperatively with key team members, and clients.
Bachelor, Accounting, 2007 Faculty of Commerce, Cairo University