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Usama Nasr, customer experience associate|

Usama Nasr

customer experience associate|·wego

Egypt

Bachelor's degree, (English

Work experience

Total years of experience: 12 years, 4 months

customer experience associate|

January 2025 - January 2025

wego

Cairo, Egypt

January 2025 - January 2025

📌 responsible for resolving complex customer issues, improving satisfaction,
and driving loyalty across multiple channels (phone, email, chat, and in
person) while meeting performance KPIs
Company industry:
Travel Agency

✨Regional Travel Consultant

January 2024 - January 2024

wego

Cairo, Egypt

January 2024 - January 2024

📌 Deliver personalized travel solutions, enhancing customer experience and satisfaction.
📌 Successfully improved customer satisfaction ratings by 10% through strategic issue
resolution.
Company industry:
Travel Agency

✨Team Leader

January 2022 - January 2024

Orange Egypt

Cairo, Egypt •Hybrid

January 2022 - January 2024

📌 Led a team of specialists, improving productivity by 15% through effective management.
📌 Developed and implemented operational strategies, enhancing team performance.
Company industry:
Telecommunications

Customer Success Manager|

January 2020 - November 2022

Botme inc

Cairo, Egypt

January 2020 - November 2022

📌 Spearheaded customer success initiatives, ensuring a smooth user journey.
📌 Provided strategic support to customers, reducing churn rate.
📌 On-board, Coach, and Engage with customers to be product experts and train their teams.
Company industry:
Software Development

✨Senior Social Media Specialist

January 2018 - January 2022

Orange

Cairo, Egypt •Hybrid

January 2018 - January 2022

📌 Managed social media platforms, increasing brand engagement and visibility.
📌 Created compelling customer-centric strategies that drove audience growth.
Company industry:
Telecommunications

Customer Service Specialist

January 2017 - January 2018

Orange - Egypt

Cairo, Egypt

January 2017 - January 2018

📌 Resolved high-value customers issues efficiently, maintaining a high satisfaction rating.
Company industry:
Telecommunications

✨Account Executive

December 2016 - January 2017

HSBC Bank,

Cairo, Egypt

December 2016 - January 2017

📌 Managed financial services, strengthened client relationships, and provided advisory support.
Company industry:
Banking

✨Account Advisor

January 2016 - January 2016

National Bank of Egypt

Cairo, Egypt

January 2016 - January 2016

📌 Provided financial solutions and investment guidance to clients.
Company industry:
Banking

✨Account Manager

January 2013 - January 2016

SODIC (Beverly hills)

Cairo, Egypt

January 2013 - January 2016

📌 handling customer relations and property management services.
📌 resolving customer inquiries and complaints, managing accounts, and processing orders
📌 coordinating with internal departments to ensure efficient service and timely follow-ups
Company industry:
Facilities & Property Management

International Cutomer Service Representative

January 2011 - January 2013

Xceed & Etisal International

Cairo, Egypt

January 2011 - January 2013

📌 handling all CX inquiries through phone, chat, and email.
Company industry:
Accounting

Education

Benha University

January 2010

January 2010

Bachelor's degree, (English

Egypt

Skills

BUSINESS DEVELOPMENT
Intermediate
BUSINESS DEVELOPMENT
Intermediate
ANALYTICAL SKILLS
Intermediate
ANALYTICAL SKILLS
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DIGITAL MARKETING
Intermediate
DIGITAL MARKETING
Intermediate
GROWTH STRATEGIES
Intermediate
GROWTH STRATEGIES
Intermediate
IMPLEMENT PROJECTS
Intermediate
IMPLEMENT PROJECTS
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONAL EFFICIENCY
Intermediate

Languages

Arabic
Native Speaker
English
Native Speaker

Training and Certifications

Certifications
Entrepreneurship Training Programs
Project Management Professional (PMP) Coursework