Wedad Al Emam

• Staffing the number of needed agents and shifts based on the entry types and loads ( Calls, Inquiries by system, Internal communication).
• Review and resolve escalations.
• Identify any faluire could affect the customer service process and do the needed communication with other parties to find out a way to enhance the internal processes and note areas for improvement.
• Monitor the employees performance and make sure to meet the KPIs in all aspects.
  
• Provide direct customer support.
• Train agents on the correct process, keep them updated with the latest, deliver the needed coaching that improve the agents tasks quality.
• Improve overall department efficiency.
• Export data from GCS system to figure out volume changes or any issues could lead to mishandling and affect the organized process.
• Gather data related to customer contact and interactions or the created cases from customer service team to the other parties and use this data to prepare reports and analyses of which processes are working and which can be improved.

Aramex

• Defense representative for aramex in Saudi communication and information technology commission that allows users to submit reports that belonging to the ICT sector which fall within the mandate and roles of CITC team
• Creating business reports for the work flow volumes, collecting data reports, and examine the data reports to locate and resolve mistakes throughout.
• Dealing with the shippers and their claims besides being aware of the preliminary notice of claim at LON London customer service team
• Tracked results of various promotional campaigns by gathering feedback from customers and recommended areas of improvement.

Aramex

• Support for agents and team leaders.
• Handling the manager calls and back office cases.

Extensya

• Reservation agent in Saudi Airlines account with airline knowledge and ticketing by Amadeus which is one of the most famous systems in the airlines and reservations.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Offered advice and assistance to customers, paying attention to special needs or wants.

Freelancer

• Prepared and implemented lesson plans covering required course topics.
• Worked with administrators on behavioral issues to support needs of all students.
• Administered assessments and standardized tests to evaluate student progress.
• Prepared comprehensive English curriculum for multiple classes.

• Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
• Prepared and distributed team-based communications to foster collaboration and enhance team morale.
• Produced highly accurate internal and external letters and memoranda.