MIRETTE JAMAl
Summary
With experience as a CRM Executive, I bring a wealth of 6 years of expertise in customer service and technical support. I have a strong track record of resolving online account, payment, and refund issues, and I'm known for my leadership, process optimization skills, and ability to drive customer satisfaction. I'm now ready to leverage this experience to make valuable contributions in growth-oriented environments.
Overview
6
6
years of professional experience
Work History
CRM Executive
Teleperformance UAE - Al Wasl Properties Account
11.2022 - Current
- Handle complex customer issues, escalations, and inquiries related to online accounts, maintenance issues, feedbacks, payment processes, and refunds.
- Utilize customer data and feedback to identify trends, pain points, and opportunities for improvement.
- Resolving customer complaints quickly and efficiently and keeping customers updated on the latest products and developments.
- Ensure that property information, including descriptions, images, pricing, and availability, is up-to-date and accurate.
CUSTOMER RESOLUTION MANAGER
Vodafone UK
04.2021 - 11.2022
- Manage escalated technical issues from the first line support team, ensuring that cases are prioritized and resolved within established service level agreements.
- Conduct thorough troubleshooting to identify the root cause of technical problems and implement appropriate resolutions.
- Part of 19 Agents based in Egypt, UK and India to handle advanced second line
- Technical queue - TSS.
CUSTOMER SERVICES REPRESENTATIVE
Vodafone UK
10.2017 - 03.2021
- Investigated and resolved customer complaints quickly and patiently, reachingmutually agreeable solutions.
TEAM LEADER DELEGATE
Vodafone UK
09.2020 - 11.2020
- Provide feedback and support to the Customer Care team to ensure that allissues are resolved
- Analyze customer complaints and bad ratings and set anaction plan
- Reduced handling time across queue staff Members by 50% by adding aninitiative for new troubleshooting steps
- Handled customer complaints with analytical and investigative approach toprotect brand reputation
- Led team of 15 staff + quality checks per hourutilizing Halo, Nice & Verint systems.
Education
EGYPTIAN - Egyptian & Islamic history
Alexandria University
Alexandria, Egypt2022
Skills
- Customer Service Excellence
- Communication Skills
- Technical Knowledge
- Problem-Solving and Troubleshooting
- Team Management and Leadership
- Analytical Skills
- Adaptability
- Lean Methodology
- Customer Relationship Management
- Data Integrity
- Customer Satisfaction
Languages
Arabic
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
German
Intermediate (B1)
Timeline
CRM Executive
Teleperformance UAE - Al Wasl Properties Account
11.2022 - Current
CUSTOMER RESOLUTION MANAGER
Vodafone UK
04.2021 - 11.2022
TEAM LEADER DELEGATE
Vodafone UK
09.2020 - 11.2020
CUSTOMER SERVICES REPRESENTATIVE
Vodafone UK
10.2017 - 03.2021
EGYPTIAN - Egyptian & Islamic history
Alexandria University
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