Heba Ramadan Elemam
Alexandria
Summary
Dedicated Customer Service Agent with years of experience. Shares outstanding interpersonal skills to boost sales and resolve queries. Delivers exceptional customer experience to build loyalty and retention.
Attentive administrative team member organised in managing inquiries and documents. Prompt in handling communications and developing resolutions for diverse concerns. Thorough and detail-oriented in following procedures.
Polite and professional successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
11
11
years of professional experience
13
13
years of post-secondary education
Work history
Customer service agent
Expedia Group
Alexandria, Egypt
10.2021 - 04.2022
- Collaborated well with other customer agents to deliver consistent service across various platforms.
- Delivered consistently excellent customer service to guarantee positive company experiences.
- Acted as first point of contact for customer issues and queries.
- Answered incoming telephone calls from customers and detailed initial queries on Customer Relationship Management (CRM) system.
- Helped new staff acclimate to customer service team and mentored on strategies for success.
E-Commerce Marketer
Individual
Alexandria, Egypt
04.2021 - 07.2021
- Developed and executed sales promotions, increasing revenue through targeted campaigns.
- Aided overall business growth with targets.
- Carried out thorough research to enable optimized strategy and campaign planning for high-achieving results.
- Sourced and produced interesting, relevant content for improved engagement.
Teacher
Najd National School
Riyadh, Saudi Arabia
09.2017 - 06.2018
- Adapted teaching methods and materials to meet students' varying needs and interests.
- Administered assessments to determine each student's specific educational and social needs.
- Planned and organised classrooms that consistently facilitated a positive learning experience.
- Met regularly with parents and guardians to discuss children's progress.
- Developed programme to work with students and increase interest in higher learning.
- Developed and implemented classroom routines to address varying student needs.
- Prioritised strategies to develop responsible, independent learners.
- Promoted physical, mental and social development by implementing classroom games and outdoor recreational activities.
- Created lesson plans and scheduled each day to promote maximum student learning and enrichment.
Real Estate Agent
Freelancer
Alexandria, Egypt
09.2017 - 01.2018
- Managed and rented out rental properties.
- Professionally represented sellers in complex negotiation with prospective buyers.
- Verified completion of legal formalities prior to closing dates.
- Reviewed sales strategies and marketing plans.
Teacher
English O.L.
Alexandria, Egypt
07.2015 - 06.2016
- Collected, analysed and tracked data on student progress.
- Fostered team collaboration between students through group projects.
- Completed assignment grading in timely manner to communicate student progress.
- Encouraged students with special academic interests to fully pursue those subjects.
- Worked collaboratively with other teachers to review data and develop instructional strategies to address student learning objectives.
- Preserved confidentiality of student records and information at all times.
Teacher
Egyptian British Language School
Alexandria, Egypt
09.2011 - 06.2015
- Adapted teaching methods and materials to meet students' varying needs and interests.
- Administered assessments to determine each student's specific educational and social needs.
- Met regularly with parents and guardians to discuss children's progress.
- Planned and organised classrooms that consistently facilitated positive learning experience.
- Utilised visual aids and classroom displays to support engaging lesson delivery and enhance student understanding.
- Encouraged students with special academic interests to fully pursue those subjects.
- Completed and filed all necessary paperwork for classroom activities, including meal count sheets and attendance logs.
Education
Bachelor of Arts - Anthropology
Alexandria University
Egypt 01.2006 - 05.2010
TOEIC - General English Certification
Amid East
Alexandria 01.2006 - 06.2010
ICDL - Faculty of Commerce
Alexandria University
Alexandria / Egypt 03.2010 - 06.2011
Diploma of Higher Education - Faculty of Education
Alexandria University
Alexandria / Egypt 03.2012 - 05.2013
Professional Certification in Human Resources - HR Management
Arab Academy forScience, Tech & Maritime Transport
Alexandria, Egypt 01.2013 - 04.2015
TICO Certified - Travel Industry Council of Ontario
Ontario Online University
Ontario / CanadaSkills
- Practised problem solver
- Telesales
- Exceptional communicator
- Outstanding customer care
- Brand awareness and representation
- Office 365 usage
- LiveAgent
- Customer care
- Microsoft Office Suite
- Advanced product knowledge
- Queue management
- Customer experience
Languages
Arabic
Native
English
Fluent
Timeline
Customer service agent
Expedia Group
10.2021 - 04.2022
E-Commerce Marketer
Individual
04.2021 - 07.2021
Teacher
Najd National School
09.2017 - 06.2018
Real Estate Agent
Freelancer
09.2017 - 01.2018
Teacher
English O.L.
07.2015 - 06.2016
Professional Certification in Human Resources - HR Management
Arab Academy forScience, Tech & Maritime Transport
01.2013 - 04.2015
Diploma of Higher Education - Faculty of Education
Alexandria University
03.2012 - 05.2013
Teacher
Egyptian British Language School
09.2011 - 06.2015
ICDL - Faculty of Commerce
Alexandria University
03.2010 - 06.2011
Bachelor of Arts - Anthropology
Alexandria University
01.2006 - 05.2010
TOEIC - General English Certification
Amid East
01.2006 - 06.2010
TICO Certified - Travel Industry Council of Ontario
Ontario Online University
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