Passant Ahmed

Quality Assurance Specialist

Bosta

Mar 2022 - Current (4 years 4 months)

Perform quality audits. Perform RCA to identify issues/solutions. Provide insights to the Team Leads on what CSRS can do better. Work with key stakeholders to drive the quality agenda. Help, create and update reports to provide insights to other teams in the business on what causing quality errors and how we can improve customer experience. Prepare weekly/monthly reports to track and trend quality issues. Delivering weekly quality sessions to make sure that the agents aware of the trending markdowns and the quality updates. Validate CSAT to write down the insight to help in improving customer experience through different channels.

Client Support

Bosta

Apr 2021 - Mar 2022 (1 year)

Providing technical and product support, helping customers with product setup, and recording all customer complaints, comments, and requests. Following up with the hubs and the business till their shipments are delivered successfully.

C

Education counselor

CEO business school

Sep 2020 - Feb 2021 (6 months)

Assist students to complete their master degree by providing them with information about University and its accreditation, learning system and tuition fees.

E

Education counselor

Education Global- Edu Gate

Feb 2020 - Mar 2020 (2 months)

Assist students in making decisions regarding their educational and personal needs. Conferred with teachers and parents regarding their student's strengths, weaknesses and aptitudes. Advised students about future careers and college plans.

V

Travel consultant

Vision -TGI

Sep 2019 - Jan 2020 (5 months)

Travel consultant deals with customer to discuss and learn about their travel requirements. I assess my client's needs, budget, likes and dislikes to make appropriate recommendations.

B

Retention specialist

BEIN Media Channels

Feb 2019 - Jul 2019 (6 months)

Retention specialist communicate with customers, members, and employees to increase loyalty and retain their business or service.

F

Freelancer translator

Aug 2018 - Current (7 years 11 months)

Translator responsibilities include: Reading material and researching industry-specific terminology. Converting text and audio recordings in one language to one or more others. Ensuring translated texts conveys original meaning and tone.

M

English teacher

Middle East International Schools

Aug 2017 - Sep 2018 (1 year 2 months)

My responsibilities as an English teacher include: planning, preparing teaching materials, helping pupils improve their listening, speaking, and writing skills via individual and group sessions.

Account advisor

National Bank of Egypt

Aug 2016 - Sep 2017 (1 year 2 months)

Answer questions about account types and banking products, such as fund transfers, money market accounts, loans and credit cards. Check on the status of customer accounts and track checks and payments. Review and explain account charges. Assist banking customers who are victims of fraud, theft or identity theft. Assist customers with replacing lost or stolen credit or debit cards. Assist with address changes.

I

Translator

I-translate Company

Jun 2016 - Aug 2017 (1 year 3 months)

Training for 3 months as a translator.

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