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Sylvia Ibrahim, Social Media Customer Service Representative

Sylvia Ibrahim

Social Media Customer Service Representative·Uber

Egypt

Bachelor's degree, buisness administration

Work experience

Total years of experience: 2 years, 11 months

Social Media Customer Service Representative

April 2019 - September 2019

Uber

Cairo, Egypt

April 2019 - September 2019

Social Media Customer Service Representative
Responsible for,
. Responding to customers complaints in a timely manner,
. Responding to both Riders and Drivers' inquiries and complaints via Facebook and Twitter,
. Handling the customers' accounts and preforming necessary (if need be) adjustments,
. Escalating to other departments within to handle the cases as required,
. Handling Riders and Drivers' accounts.

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Social media moderator

December 2016 - June 2017

Teleperformance - Huawei

Cairo, Egypt

December 2016 - June 2017

Handling customers' requests such as informing of current prices.


• Assist in technical difficulties.
• Handling complaints.
• Escalating to L2 and informing the customers with updates

Company industry:
IT Services
Job role:
Information Technology

sales representative

October 2015 - August 2016

Teleperformance

Cairo, Egypt

October 2015 - August 2016

Responsible for,


• Handling inbound calls.
• Answering customer requests.
• Completing timely searches.

• Reserving hotels, planes& car rentals over the telephone and sending confirmation via e-mail.

• Researching suitable accommodations based on the needs of the customer.

• Offering deals to each client in order to reach the set sales target.

Company industry:
Telecommunications
Job role:
Sales

Technical support agent

February 2014 - April 2014

vodafone

Cairo, Egypt

February 2014 - April 2014

• Handling inbound and outbound calls. • Analyzing customer problems. • Completing timely troubleshooting.

• Solving technical support issues over the telephone and via e-mail.

• Researching manuals based on the needs of the customer.

•Coordinating, booking the repairs with the shops in the UK and informing both the shops and customers regarding any changes.

Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Technical Support Agent

March 2013 - May 2013

Sykes Enterprises

Cairo, Egypt

March 2013 - May 2013

My Placement in the company was:
Tier 1 Technical Support for Sony products.

My responsibilities were:
• Handling inbound and outbound calls.
• Analyzing customer problems.
• Completing timely troubleshooting.
• Solving technical support issues over the telephone and via e-mail.
• Researching manuals based on the needs of the customer

Company industry:
Technical Maintenance & Repair
Job role:
Support Services

sales agent

August 2012 - October 2012

teleperformance

Cairo, Egypt

August 2012 - October 2012

Company industry:
Telecommunications
Job role:
Customer Service and Call Center

customer service

February 2012 - March 2012

xceed

Cairo, Egypt

February 2012 - March 2012

Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Education

the higher institute for specialized technological studies

June 2011

June 2011

Bachelor's degree, buisness administration

Egypt

Religieuses Fraciscaines

July 2006

July 2006

High school or equivalent, Littérature

Egypt

Skills

Administration
Expert
Administration
Expert
FIX
Expert
FIX
Expert
Order
Expert
Order
Expert
Receiving
Expert
Receiving
Expert
Customer Service
Expert
Customer Service
Expert
drawing
Intermediate
drawing
Intermediate
online research
Intermediate
online research
Intermediate
Administration
Expert
Administration
Expert
FIX
Expert
FIX
Expert
Order
Expert
Order
Expert
Receiving
Expert
Receiving
Expert
Customer Service
Expert
Customer Service
Expert

Languages

English
Expert
French
Intermediate
Arabic
Expert
Spanish
Beginner

Training and Certifications

Training
technical supprot
vodafone
Feb 2014
Technical Support
Sykes Enterprises
Mar 2013
client service
teleperformance
Aug 2012
client service ( french )
xceed
Feb 2012

Hobbies

  • Drawing , listening to music , watching movies,reading