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Abdelrahman Eid

Organized and efficient administrative assistant with strong communication skills seeking to streamline operations and maximise Productivity

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Intro
Alexandria, Egypt
BPO Specialist at Ogram
Social Media Moderator at Better Body Co.
Studied Financial and Administartive Sciences at Pharos University in Alexandria
Telecommunications
Joined June 10, 2023

Skills

Languages

Arabic
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Native or Bilingual
English
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Fluent
About
I am a highly skilled and experienced customer service and administrative professional with over seven years of experience in the industry. Throughout my career, I have developed a range of skills that enable me to provide exceptional support and service to clients and colleagues. If you are looking for a skilled and experienced customer service and administrative professional, please don't hesitate to reach out. I am excited about the opportunity to use my skills and experience to contribute to your team's success.
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Experience
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Ogram
Feb 2023 – Present
Remote
BPO Specialist
● Source and deploy applicants according to client requests ● Ensure all applicants’ shifts are scheduled correctly without any shifts overlapping. ● Conduct interviews with applicants based on jobs needed ● Follow up with assigned candidates and resolve any issues they encounter with their jobs.
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Better Body Co.
Sep 2022 – Present
Remote
Social Media Moderator
● Manage the business social media platforms (Facebook, Instagram, tiktok and Youtube), ● Respond to all the comments on the company’s ads, ● Hide/delete any inappropriate comments and respond to the customers on the DM.
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Better Body Co.
Sep 2021 – Oct 2022
Remote
Live Chat Support
● Respond to customers’ queries and issues via chat or email ● Work closely with global couriers to ensure the arrival of customers’ orders ● Handle customers’ billing issues like refunds, subscriptions or updating payments details. ● Work on tickets opened by customers and escalate complex issues to the relevant departments.
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Virtual Worker Now - Client (Dressbarn)
Mar 2021 – Jan 2022
Remote
Production Virtual Assistant
● Review the company’s website to make sure all items meet the business standards ● Upload new products on the website while ensuring descriptions, product details, serial numbers and images are accurate ● Report any issues with the products sent to the vendors ● Create spreadsheets with new production lines.
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Vodafone UK ltd
Jun 2020 – Jan 2022
Alexandria, Egypt
Subject Matter Expert
● Handle escalations raised from the frontline agents to ensure reaching an alternative solution for complex queries while considering the business best interest. ● Brief the frontline teams with any updates regarding the business’ policy or new oers. ● Conduct monthly analysis about the trending escalations with a plan on how to reduce it.
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Ultatel
Feb 2021 – Dec 2021
Alexandria, Egypt
Technical Support Representative
● Handle basic technical queries from clients via phone or email. ● Work on tickets sent from clients regarding their accounts ● Escalate any complex query to the developers team. ● Created a pointing system for the team to lift the spirit and competition among team members.
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Vodafone UK
Jul 2019 – May 2020
Alexandria, Egypt
Performance Manager
● Provide coaching to team members based on call listenings through live coaching and 1:1 sessions ● Set a plan to improve the team’s weak performance to meet the client’s expectations ● Monitor day to day agents’ performance and adherence. ● Developed an annual leaves plan in coordination with the RTM team and scheduling team. ● Conduct a weekly analysis on the team’s performance, leaves, and quality scores. ● Tackle any quality/policy violations to maximize the team’s compliance score
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Vodafone UK
Sep 2018 – Jun 2019
Alexandria, Egypt
Floor Support
● Conduct training to the newcomers. ● Ensure all agents within the focus list meet their KPIs. ● Report any behaviors or violations to management. ● Conduct daily briefings to improve the agents knowledge about the business services and their handling skills.
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Vodafone UK ltd
Feb 2017 – Aug 2018
Alexandria, Egypt
Customer Service Representative
● Resolving their billing and technical queries to achieve the best interest for both the customer and the company. ● Process orders, forms, and requests and while keeping records of customers’ interactions. ● Achieve all set KPIs like NPS, CRI, AHT and NBA.
Education
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Pharos University in Alexandria
Sep 2016 – Mar 2021
Bachelors Degree, Financial and Administartive Sciences
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