maha hossni
United States Experience
Vodafone UK Senior customer service representative
From March 2018 until November 2020
Vodafone UK Advisor
Used to work for 9 hours 5 days a week beside the overtime between 1hour to 2 hours.
Solving problems & handling angry customers.
Ability to handle hard complaints & retaining customers.
Orientation of new representative staff into the systems &procedures.
Maintain a fully competent status in all measurements establishedto measure efficiency.
Solving customer’s complaints providing them with accurate
information and treating them respectfully.
Working as a floorwalker to support and coaching new agents foralmost 2 months.
Senior customer service representative and Team Leader
Sutherland Global Account AT&T By November 2020 till July 2021
Start as new agent working on resolving customers querys and
finding new avaliable promotions.
Used to be working as sales for TV and Internet services,exceeded my Sale target monthly.
Used to give sessions for new agent on how to sale and how to educate a customer.
Was promoted to a Team Manager, Handled 2 teams.
Webchat support
Octopus outsourcing for Talabat between
24th of September 2021 till February 2022
-I joined Octopus as webchat support team
Used to handle 3 customers in the sametime
-Used to handle customers for around 3Months
-Then I got promoted to a SME from 3months ago
My rule as an SME is support all the new and the old agents on the floor beside Used to
handle the Nesting Plan which is preparing a plan for the new comers on how to betrained well and to reach there goals in the
company Targets like
AHT-CSAT-QUALITY
