Assist the Quality Assurance Manager on handling the Tasks that Related to the Quality Assurance Team Members Escalations & prepare the Call to be Scored by the Quality Assurance Coaches to keep the Standards & Service Levels of the Calls of the Contact Center Agents

1. Profile: Male, 27, Single
Nationality: Egypt
Current Location: Cairo, Egypt
Driving Licence: None
Current Position: Quality Assurance Officer
Company: Fetchr Shipping Company
(Reporting to: Quality Assurance Manager)
Notice period: Available immediately
NOC Requirement: None
Preferred Locations: Abu Dhabi, Dubai, Sharjah
Salary Expectation: EGP 5,000 per month
Karim Wahed
Ref: LC374-0714
Mobile: +20-010-01069002101
Home: +20-02-22523804
Tel: +20-010-01092862711
karimmedo10@gmail.com
Summary
Work Experience
Dec 2018 - Present Fetchr Shipping Company Cairo, egypt, Egypt
Quality Assurance Officer
Assist the Quality Assurance Manager on handling the Tasks that Related to
the Quality Assurance Team Members Escalations & prepare the Call to be
Scored by the Quality Assurance Coaches to keep the Standards & Service
Levels of the Calls of the Contact Center Agents
© GulfTalent 2018. All Rights Reserved.

2. Feb 2018 - Nov 2018 Fetchr Shipping Company Cairo, egypt, Egypt
Customer Care Representative
answer calls and respond to emails
handle customer inquiries both telepathically and by email
research required information using available resources
manage and resolve customer complaints
provide customers with product and service information
enter new customer information into system
update existing customer information
process orders forms and applications
identify and escalate priority issues
route calls to appropriate resource
follow up customer calls where necessary
document all call information according to standard operating procedures
complete call logs
produce call reports
Oct 2017 - Feb 2018 jumia Egypt Cairo, egypt, Egypt
Customer Service Representative
answer calls and respond to emails
handle customer inquiries both telephonically and by email
research required information using available resources
manage and resolve customer complaints
provide customers with product and service information
enter new customer information into system
update existing customer information
process orders forms and applications
identify and escalate priority issues
route calls to appropriate resource
follow up customer calls where necessary
document all call information according to standard operating procedures
complete call logs
produce call reports
Sep 2016 - Dec 2016 Fedex Egypt Express Cairo, Egypt
Customer Service Representative
answer calls and respond to emails
handle customer inquiries both telephonically and by email
research required information using available resources
manage and resolve customer complaints
provide customers with product and service information
enter new customer information into system
update existing customer information
process orders forms and applications
identify and escalate priority issues
route calls to appropriate resource
follow up customer calls where necessary
document all call information according to standard operating procedures
complete call logs
produce call reports
Oct 2014 - Jun 2016 Raya Contact Center Cairo, Egypt
© GulfTalent 2018. All Rights Reserved.

3. Customer Service Representative
answer calls and respond to emails
handle customer inquiries both telephonically and by email
research required information using available resources
manage and resolve customer complaints
provide customers with product and service information
enter new customer information into system
update existing customer information
process orders forms and applications
identify and escalate priority issues
route calls to appropriate resource
follow up customer calls where necessary
document all call information according to standard operating procedures
complete call logs
produce call reports
Education
Sep 2011 - May 2014 ain shams university Cairo - egypt, Egypt
Arabic section, Bachelor(BSc/BA), GPA acceptable
Other Certificates
2013
The completion of the study of
the English language certificate
ministry of defence language institute,
Egypt
2011 ICDL 2003
ministry of communications and
information technology, Egypt
IT Skills
Windows & Office tools
ICDL 2003 Advanced
Languages
English Working knowledge
Arabic Native
© GulfTalent 2018. All Rights Reserved.

4. Comments
Brief About My Qualifications / Experience? :
Brief About My Qualifications / Experience :
I have Bachelor of Law from Ain Shams University 2014 after Graduation I worked on Raya contact center
for 1 year and 3 months on Etisalat UAE account project as a Customer Service Representative then I
resigned from the Company Because the Over Night Shifts system then I was hired for Fedex Egypt
Express Company as Customer Service Representative for 3 months then I resigned for personal Reasons
and I am looking for a Customer Service Representative Job on shipping Industry .
© GulfTalent 2018. All Rights Reserved.