NOURELHODA ALI
Riyadh
Summary
Highly-motivated employee with a gift for understanding the needs of both business and end-users. experience in both customer experience and technical support desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Technical Support Team Leader
SWVL
12.2023 - Current
- Reviewed customer feedbacks on a regular basis in order to identify potential areas of improvement in service delivery.
- Coordinated with internal stakeholders to ensure successful implementation of the projects.
- Collaborated with teams across departments to develop effective strategies for executing new features.
- Developed training materials for new hires and existing employees regarding technical procedures and processes.
- Managed daily operations of the department including scheduling, and planning.
- Communicated regularly with the Head of Engineers regarding departmental goals, objectives, priorities bug fixes.
- Implemented team SLA to support cross-functional departments in achieving their goals.
- Provided guidance and support to team members in order to achieve targets.
SENIOR TECHNICAL SUPPORT
SWVL
07.2022 - 12.2023
- Assisted customer support Agents with troubleshooting issues
encountered, providing actionable tips to resolve problems. - Developed several SQL queries aimed at simplifying team workflows.
- Evaluated system potential by testing the compatibility of new Features with
existing platforms. - Gathered pertinent data, identified and evaluated options, and recommended effective course of action to solve issues.
- Analyzed system logs and identified potential issues.
- Performed root cause analysis on incidents to identify solutions.
- Provided remote technical assistance via phone calls and email communications to support team worldwide.
- Reviewed and executed refund actions.
- Identified areas for improvement in current processes and procedures.
- Conducted training sessions for new employees on the use of company system.
- Analyzed the impact of bugs affecting customer size and set priority accordingly.
Technical Support Representative
SWVL
01.2022 - 07.2022
- Validating escalated customer service issues on time, and reporting them to engineering if needed.
- Documented product features including processes, updates, and changes made.
- Prepared references for users by writing clear operating instructions.
- Analyzed technical issues to identify troubleshooting methods needed for quick remediation.
- Conducted user acceptance testing to ensure that developed systems satisfied the needs of business clients as specified in the functional requirements.
QUALITY ASSURANCE SPECIALIST
OLX MENA
08.2021 - 01.2022
- Saved $1500 per month by Automated Facebook replies to decrease manual
work and FRT - Provided regular updates to team leadership on quality metrics by
communicating consistency problems or production deficiencies. - Create and update knowledge base (SOP).
- Ensuring that customer support services meet the established standards.
- Build a Reply template that increases agents’ efficiency and decreases AHT.
- Increase customer satisfaction and quality score through coaching sessions.
- Analyze and validate D-sat.
- Mentored and guided employees to foster proper completion of assigned duties
SENIOR CUSTOMER SUPPORT REPRESENTATIVE
OLX MENA
05.2019 - 08.2021
- Increase the unique active users by 5% by setting better processes to solve
verification issues. - Maintained customer satisfaction with forward-thinking strategies focused
on addressing customer needs and resolving concerns. - Recommended solutions to complex situations through research and
critical thinking and escalated customers to supervisor for enhanced
support. - Assisted supervisor with existing training programs.
- Shared strategic insights with interdepartmental teams regarding customer
experience and service-related trends to improve service delivery. - Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused
on addressing customer needs and resolving concerns. - Participated in ongoing training to learn new products and enhance skills to
optimize customer support delivery. - Delivered exceptional customer service by prioritizing emergency issues and
developing and employing workarounds to solve problems expeditiously. - Answered constant flow of customer calls with minimal wait times.
- Evaluated account and service histories to identify trends, using data to
mitigate future issues. - Implemented new working processes to deliver multiple improvements
MODERATOR
OLX MENA
08.2018 - 05.2019
- Moderating ads on a daily basis.
- Cath Scammers and block their accounts.
- Block multiple accounts, Indecent users, and fraudulent users.
- Make sure that my actions are Fast enough to provide the needed
Moderation SLA. - Enhance ways of catching scammers by creating a new database of
scammers examples and phone number Formatting.
TEAM LEADER
CATHOLIC RELIEF SERVICES
08.2015 - 01.2016
- Enhance Training program.
- Responsible for putting schedules and tasks.
- Handling escalated complaints.
- Store and sort case files, documents, and sensitive data.
- Training the team to be more data-driven and take decisions.
- Deal with Special needs Disabilities Families.
- Deal with Families which faced sexual harassment and rape.
QUALITY CONTROL SPECIALIST
CATHOLIC RELIEF SERVICES
02.2015 - 08.2015
- Audit all Data collected for refugee’s documentation before being submitted
into the database. - Provide a training program for the newcomers.
- Make sure of validation of the refugee’s documents.
CASE WORKER
CATHOLIC RELIEF SERVICES
07.2014 - 02.2015
TRAINING COORDINATOR
CATHOLIC RELIEF SERVICES
08.2013 - 01.2014
Education
VERY GOOD -
FACULTY OF TOURISM AND HOTELS, HELWAN UNIVERSITY
05.2013
Skills
- Technical issues analysis
- Troubleshooting Technical Issues
- UAT
- Excellent customer service
- Statistic Analysis
- Performance Analysis
- Leadership
- Scheduling
- Customer satisfaction
- Excel
- Customer Complaint Resolution
- Product Knowledge
- Quality Management
- Fundamental SQL
- Remote assistance
- Problem Resolution
- Operating systems
Languages
Arabic
First Language
English
Upper Intermediate (B2)
B2
Timeline
Technical Support Team Leader
SWVL
12.2023 - Current
SENIOR TECHNICAL SUPPORT
SWVL
07.2022 - 12.2023
Technical Support Representative
SWVL
01.2022 - 07.2022
QUALITY ASSURANCE SPECIALIST
OLX MENA
08.2021 - 01.2022
SENIOR CUSTOMER SUPPORT REPRESENTATIVE
OLX MENA
05.2019 - 08.2021
MODERATOR
OLX MENA
08.2018 - 05.2019
TEAM LEADER
CATHOLIC RELIEF SERVICES
08.2015 - 01.2016
QUALITY CONTROL SPECIALIST
CATHOLIC RELIEF SERVICES
02.2015 - 08.2015
CASE WORKER
CATHOLIC RELIEF SERVICES
07.2014 - 02.2015
TRAINING COORDINATOR
CATHOLIC RELIEF SERVICES
08.2013 - 01.2014
VERY GOOD -
FACULTY OF TOURISM AND HOTELS, HELWAN UNIVERSITY
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