About Ghada Molatham

  • Academic Level Degree Bachelor
  • Gender Female
  • Industry Telecommunications
  • Viewed 251

Education

Experience

  • 2021 - Present
  • 2020 - 2021
    Wssel

    Logistics ( Supply Growth ) Coordinator

    • Recruit and coordinate logistics staff (e.g. drivers) according to availabilities and requirements
    • Supervise drivers and arrange trainings and equipment to ensure they meet needs
    • Ensuring that the quality of all services provided meets the required standards
    • Communicate with suppliers; to achieve profitable deals and mutual satisfaction
    • Prepare accurate reports for upper management
    • Create reports in Excel and forecast results

  • 2020 - 2021
    Wssel

    Training and Development Specialist

    • Create and execute learning strategies and programs
    • Evaluate individual and organizational development needs
    • Implement various learning methods companywide (e.g. coaching, job-shadowing, online training)
    • Design and deliver e-learning courses, workshops and other trainings
    • Assess the success of development plans and help employees make the most of learning opportunities

  • 2020 - 2020
    Wssel

    Real Time Order Management

    • Manage the order volume, SLA and support team’s schedules.
    • Work closely with the operations team to analyze and help improve their delivery processes
    • Generate ideas for process and service improvement planning
    • Produce daily, weekly and monthly internal reports
    • Use trends and reports to forecast requirements
    • Assist with projects and other duties as requested or assigned

  • 2020 - 2020
    Wssel

    Back Office Associate

    • Manage and resolve customer complaints.
    • Provide product and service information to customers.
    • Help customers register online and process their orders.
    • Measure the success of every social media campaign.
    • Identify and escalate issues to supervisors.
    • Follow up customer via mails where necessary.
    • Escalate problems that cannot be fixed at in tier one support and updating users on the status of problems.

  • 2020 - 2020
  • 2019 - 2019
    Talabat

    Back Office Advisor

    • Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.
    • Communicate positively with all involved parties in order to facilitate customer’s reception of the expected distinguished orders.
    • Manage and resolve customer complaints.
    • Identify and escalate issues to supervisors.
    • Provide product and service information to customers.
    • Research required information using available resources.
    • Research, identify, and resolve customer complaints using applicable software.
    • Process orders, forms, and application.
    • Route calls to appropriate resources.
    • Document all call information according to standard operating procedure.
    • Follow up customer via calls where necessary.

  • 2018 - 2019
    Talabat

    English Live Chat Support Specialist

    • Prioritise and process customer orders and requests submitted through live chat.
    • Investigate and resolve customer complaints and resolve complaints quickly and patiently, including assistance of customers who may have received their orders late, have received the wrong order or have received faulty products.
    • Maintain thorough and accurate customer service records.
    • Help customers register online and process their orders.
    • Check product availability for customer orders if necessary to satisfy the customer.
    • Communicate with customers about their orders, including any delays or changes in delivery
    • Interact with users through a series of actions and answer all queries, resolve issues via chat.
    • Maintain and update records for daily queries and escalation.
    • Support the roll-out of new application features.
    • Troubleshoot systems, technical problems, diagnosing and solving software issues at user’s end.
    • Escalate problems that cannot be fixed at in tier one support and updating users on the status of problems.

  • 2016 - 2017
    Orange Egypt

    Sr. Specialist, Process Enhancement team

    • Manage projects enhancements and outbound campaigns.
    • Prepare and validate Scripts communicated to customers via Customer Service and handling SMS campaigns.
    • Provide post launch feedback to Marketing and Customer Service departments.
    • Develop customer service internal process to achieve higher level of Customer Satisfaction.
    • Communicate voice of customer related to any new launched product to Commercial team.
    • Use CRM tools (Sieble, BSCS & IN WebCC) to analyze customer inquiries and suggestions to maintain NPS rate.
    • Fully understand and adhere to company policies and procedures that generate personal and professional credibility and trust.
    • Performance & Quality evaluations for team members.
    • Validating Performance disputes.
    • Review and resolve escalations
    • SLA & NPS Reporting.
    • New hires training.

  • 2014 - 2017
    Orange Egypt

    Customer Care - Post Paid Support Specialist

    • Handle all incoming/outgoing calls of the call center.
    • Provide the best possible service to both external and internal customers to achieve the highest level of customer satisfaction.
    • Handle and solve all inquiries, requests and complaints received via all channels available (phone, fax and email)
    • Communicate with other Customer Service subdivisions to answer all relevant customer inquiries (e.g. Credit, Customer Support and Activation, Outbound & Save Initiatives, etc.).
    • Communicate with other departments all relevant customer inquiries if applicable.
    • Achieve the requested staffed time on a daily basis to minimize lost call rate.
    • Provide proper information to customers with complete and comprehensive understanding of Orange products and services.
    • Fully understand and adhere to company policies and procedures that generate personal and professional credibility and trust.
    • Respect and apply company vision, mission and values.
    • Fully understand both individual and company objectives, and work on achieving them effectively and efficiently.
    • Use available methods and tools to develop own skills.
    • Use the available tools and systems to provide the correct information to customers (applications, intranet briefings, attending trainings etc.).
    • Keep up-to-date with all the services and products provided by Orange.
    • Resolve all customer complaints, requests and inquiries within the predetermined SLAs.
    • Escalate problems, report suspected fraud and provides relevant feedback to the right channels

Languages

Arabic
Proficient
English
Proficient

Skills