HEND YASSIN

- Monitor and Evaluate Interactions: Review calls, emails, and social media to ensure standards and identify improvement areas.
- Analyze Performance Metrics: Track KPIs to assess team effectiveness and identify trends.
- Provide Feedback and Training: Offer feedback and recommend training to address gaps and enhance service quality.
- Develop QA Processes: Create and refine procedures to improve consistency and efficiency in handling escalations and inquiries.
- Conducting Quality Inductions for New Hires.
- Analyzing customer DSAT to identify root causes and improve the overall experience

• Handled customers' queries and complaints for Sun & Sand Sports, Under Armour & DropKick via emails & several social media platforms: Facebook, Instagram & Twitter.
• Handled Reputation Management through App Reviews responses for the three brands.
• Handled Customer Experience DSAT analysis to improve the overall customer experience.
• Handled customers' government escalations for the brands in UAE, KSA & Kuwait.

- Solved customers' problems on phone calls.

- Handled customers' technical & billing complaints about their account patiently & professionally.

• Assisted customers via chats & emails.

• Responded to customers of four different brands: Ounass , M&P, GAP & Nisnass on social media platforms: Facebook ,Instagram & Twitter.

• Handled cases &solved customers’ problems patiently.

• Community management.

• Assisted customers via live chats & e-mails.

• Responded to customers on different social media platforms: Facebook, Instagram & Twitter.

• Handled correspondents to local & international media & press to invite them to cover the event

• Organized the launch press conference along with PR companies, Rotaract Cosmopolitan & the Ministry of Tourism.

• Handled on-route and post-event publicity.