ياسمين عمرو

• Worked as technical advisor at HBB first line for 1 month and my task was making sure we provide our customers the best internet
experience and to have healthy journey towards a working internet.
• Also joined the second line technical team for 7 months, Ranking the first on queue in regards of NPS and FCR.
• Working as an expert engineer in Wi-Fi Experts department and my task is to make sure customers can use their service and to make sure
that all support is available for our engineers in the field in order to get the internet up and running for our customers.
• Worked as an SME since May 2022 providing our engineers the knowledge needed and doing operational analysis on our queue and
auditing the tickets as well to make sure we maintain service level and to make sure all our queries are resolved within SLA.
• Worked as a Quality Assurance analyst in WFX department and HBBX evaluating and identifying key behaviors and defects that reduce
customer experience excellence and improve it.
• Working as a Credit Assurance analyst, monitoring and validating credits added to avoid leakage.

• Evaluated customer interactions across voice, chat, and email channels to ensure alignment with brand guidelines and service standards.
• Led calibration sessions with team leaders to standardize scoring criteria and minimize evaluation bias.
• Updated quality assurance rubrics and scorecards to adapt to changing operational workflows.
• Audited accounts for strict compliance with data security, privacy policies, and regulatory standards.
• Delivered constructive feedback and coaching to front-line agents to support performance improvement.
• Identified knowledge gaps across teams and collaborated with trainers to develop refresher modules.

• Diagnosed and resolved complex connectivity issues, including Wi-Fi degradation, router configuration errors, and physical line faults.
• Guided customers through step-by-step troubleshooting for home networks, smart devices, and fiber-to-the-home (FTTH) setups.
• Analyzed network telemetry and line diagnostic tools to identify external infrastructure faults and schedule field engineer dispatches.
• Educated users on optimizing home wireless environments, including channel selection, router placement, and managing network
congestion.