Walaa Mohamed

• Acted as the main liaison between CityFibre (landline provider) updates and Toop (internet provider) to ensure smooth
communication.
• Relayed updates from CityFibre regarding new internet installations, delays, or service feasibility to Toop, who then
communicated with customers.
• Assisted customers with inquiries and issues, resolving them directly or escalating to the appropriate department when
needed.
• Coordinated and followed up on engineer visits to ensure timely resolution of connectivity issues.
• Supported customers with requests such as new packages or equipment, liaising with the relevant teams.
• Maintained accurate records of customer interactions and service updates.
• Ensured high customer satisfaction through proactive communication and problem resolution.

• Managed mass hiring projects for call center companies across different accounts.
• Announced job vacancies through social media platforms and recruitment channels.
• Created and shared clear job descriptions including salary, location, and English level requirements.
• Screened and shortlisted candidates based on English proficiency levels (B1, B2, C1).
• Conducted English evaluation interviews via calls.
• Coordinated and followed up with candidates throughout the entire hiring process.
• Ensured successful placement of candidates until final acceptance and account onboarding.
• Met batch deadlines for new account launches and staffing needs.

• Handled customer interactions via chat and inbound calls for the SiriusXM Radio account in the U.S. market.
• Managed cancellation requests as part of the Retention Team and prevented service termination.
• Retained customers by offering tailored promotions and discounts.
• Upsold and cross-sold subscription packages based on customer needs.
• Maintained strong customer satisfaction through effective communication and problem-solving.
• Achieved retention and sales targets in a performance-driven environment.
• Demonstrated strong persuasion, negotiation, and objection-handling skills.