Summary
Overview
Work History
Education
Skills
Websites
Languages
Soft Skills
Hobbies and Interests
Timeline
Generic

Rawan Etman

Cairo

Summary

Customer-focused and performance-driven professional with experience in technical support, quality analysis, and account management. Proven ability to improve customer satisfaction, resolve complex issues, and drive continuous service improvements. Strong interpersonal, communication, and team leadership skills with a record of success in customer service operations and process optimization.

Overview

1
1
year of professional experience

Work History

Quality Analyst

Sutherland Global Services
05.2024 - 04.2025
  • Company Overview: AT&T Account
  • Led root cause analysis for recurring defects and implemented corrective actions that reduced error rates.
  • Developed and presented quality metric reports to leadership, aiding data-driven decision-making.
  • Identified and addressed operational inefficiencies, improving productivity and service consistency.
  • Collaborated with cross-functional teams to enhance quality standards and customer satisfaction.
  • AT&T Account

Customer Service Representative - Tele Sales

Sutherland Global Services
05.2024 - 02.2025
  • Company Overview: AT&T Account
  • Handled high-volume inbound/outbound calls while maintaining top-tier customer satisfaction.
  • Collected customer feedback to suggest product enhancements and service upgrades.
  • Delivered remote technical support, reducing downtime and improving user experience.
  • AT&T Account

Advanced Technical Support Specialist

Sutherland Global Services
05.2024 - 02.2025
  • Company Overview: AT&T Account
  • Resolved escalated customer issues with a high first-contact resolution rate.
  • Reduced repeat complaints by identifying root causes and applying long-term solutions.
  • Provided product recommendations and technical guidance tailored to customer needs.
  • Improved operational efficiency through the use of remote assistance tools.
  • AT&T Account

Education

Bachelor's Degree - Drama & Theatre Criticism

Faculty of Arts, Ain Shams University
07-2023

Skills

  • Account Management
  • Quality Assurance & Analysis
  • Customer Experience (CX)
  • Technical Support
  • Complaint Resolution
  • Data-Driven Decision-Making
  • Cross-Functional Collaboration
  • Call Center Operations
  • Process Improvement
  • Remote Support Tools
  • CRM & Call Center Systems
  • Microsoft Office Suite
  • Quality Monitoring Tools
  • Data Analysis & Reporting
  • Remote Desktop Tools
  • Presentation & Negotiation
  • Leadership & Team Management
  • Problem Solving & Motivation

Languages

  • Arabic, Native
  • English, Fluent
  • French, Basic

Soft Skills

  • Presentation & Negotiation
  • Leadership & Team Management
  • Problem Solving & Motivation

Hobbies and Interests

  • Reading
  • Traveling
  • Swimming
  • Photography

Timeline

Quality Analyst

Sutherland Global Services
05.2024 - 04.2025

Customer Service Representative - Tele Sales

Sutherland Global Services
05.2024 - 02.2025

Advanced Technical Support Specialist

Sutherland Global Services
05.2024 - 02.2025

Bachelor's Degree - Drama & Theatre Criticism

Faculty of Arts, Ain Shams University

Similar Profiles

CREATE PROFILE
Rawan Etman