Yasmen Osman
Customer Service Specialist
Summary
Efficient and detail-oriented Customer Service Professional with 4+ years of experience in call center operations. Skilled in managing high volumes of customer interactions, handling 50+ calls and emails daily in both German and English.
Overview
3
3
years of professional experience
1
1
Certification
2
2
Languages
Work History
Customer Service Associate
Concentrix - Amazon Seller Support
01.2022 - 10.2023
- Provided exceptional support to Amazon sellers through inbound and outbound calls, as well as email correspondence.
- Assisted sellers in troubleshooting and resolving technical issues related to their accounts, product listings, and payment systems.
- Investigated and resolved complaints concerning order management, shipping delays, and product descriptions, ensuring timely and satisfactory outcomes for customers.
Customer Service Representative
Sykes (Foundever)
10.2023 - 04.2024
- Primarily responsible for managing a high volume of inbound and outbound calls, providing solutions to customer inquiries, focusing on seller and buyer concerns.
- Delivered excellent customer support for eBay users, focusing on seller and buyer concerns.
- Resolved issues related to account settings, payment disputes, and listing.
Back-Office Support Specialist
IGT Services and Technologies FZ LLC
04.2024 - Current
- Provided back-office support, managing customer cases related to flight disruptions.
- Processed compensation claims for delayed or canceled flights in compliance with EU regulations.
- Handled cases of lost luggage, coordinating with relevant departments to ensure resolution.
- Prepared and entered detailed case data for escalations to legal teams and courts when necessary.
- Ensured timely and accurate communication with passengers, maintaining professionalism and empathy.
- Contributed to process optimization by identifying areas for workflow improvement.
Education
Bachelor in Languages - German Language And Literature
Faculty of Al-Alsun Ain Shams University
Egypt 04.2001 -
Skills
communication skills
verbal communication skills
Writing skills
meeting deadlines
Problem Solving Skills
Troubleshooting Skills
Certification
Goethe
Timeline
Back-Office Support Specialist
IGT Services and Technologies FZ LLC
04.2024 - Current
Customer Service Representative
Sykes (Foundever)
10.2023 - 04.2024
Customer Service Associate
Concentrix - Amazon Seller Support
01.2022 - 10.2023
Bachelor in Languages - German Language And Literature
Faculty of Al-Alsun Ain Shams University
04.2001 -