- Manage and Support FawryPay E-merchants. - Integrate with The new FawryPay E-merchants. - Perform UAT for FawryPay system and creating Test cases document. - Propose solutions to overcome quality issues. - Production issues management by investigating and reporting the issues. - Communicating with acquirer banks for banking issues, MIDs, and escalations. - Handling the ad-hoc tasks as needed. * UAT Duties: - Attending all the projects meeting "Sprints meetings, Sprint review meeting, and technical workshops". - Contributing with the internal and external teams, regarding the the technical issues before going over production environment for each iteration. - Aligning with the project manager the operational flow. * Additional Tasks: - Managing the weekly onsite schedule for Fawrypay Business Operation Team. - Managing the planned and unplanned leaves for Fawrypay Business Operation Team.

ExpandCart | Sep 2020 - Aug 2021

Senior Merchant Support Representative

- Handling the customer's inquires and issues through emails. - Assign the (Bugs, Customization requests, and severe cases) to the specialized departments through Jira. * Mastermind a new integration project, responsible for (Gathering data, data analysis, drawing flowcharts, and articles technical writing). - Collaboration with (Project Manager, Web Developers, and business analysts). - Testing the application after the integration process is completed.

Uber | May 2018 - Jun 2020

Senior Community Support Specialist

- Communicating with the customers regarding their concerns via "Emails and Chat". Handling the delivery partner's specific issues "Process and Payment" via "Emails and Phone calls" - Resolving the restaurant issues via"Salesforce" *Achievements: - Top Achiever among "Uber Eats Support Team" In (September 2019 and October 2019 in a row). - Quality Hero among "Uber Eats Support Team" In ( September 2019, October 2019, November 2019, and January 2020). - Contributed to Hyper Track project in South Africa, My role in that project was: To check the driver's accounts. Collaborate with RCO (Regional Comps Officer) in South Africa about any updates. Collaborate with the Content Specialist to create logic and saved replies. Follow up with ASR Team about finding a solution for that fraudulent activity.

talabat | Dec 2016 - May 2018

Senior Customer Support Representative / Supervisor's Delegate

- Interacting with the customers through "Emails, Social Media and Live Chat". - Check and handle the daily refund cases and escalate to the relevant department when needed. - Managing daily, weekly and monthly reports "Attendance, Performance, Quality audits" and set the action plan with the supervisor. *Achievements: -Started to handle managerial level tasks, acting as a team leader (Gathering data from, Attendance sheet, Utilization sheet, and Leaves sheet), creating a report for each team member, and send it to the supervisor so he can start coaching and deliver feedback. - Set the action plan with the supervisor. - Contributed to a project with the "Quality Team" at Talbat, to create a new quality dashboard, We created that dashboard within one week including its training to the customer support team, then I started to work as a backup quality specialist for more than 6 months using that dashboard to audit (Live Chats, Emails, and outbound calls).

Nestlé Nespresso SA | Jan 2016 - Nov 2016

Customer Service Representative

- Responsible for receiving "Nespresso orders and Maintenance requests" - Selling and up selling the company products through outbound calls - Update and monitor the capsules quantity and machines specs on the website.

Vodafone | Jan 2015 - Dec 2015

Retail Sales Representative

- Greet and support the customers to have an enjoyable shopping experience. - Answer questions regarding the services and customer's needs. - Check inventory to ensure the product is in stock. - Organize the products on stands and in the stock room. - Achieve sales targets using up-sell and cross-sell techniques.

Wasla Outsourcing | Jul 2013 - Aug 2014

Customer Service Representative

Handling the customer's concerns through inbound calls, worked on various projects.

My Education

Take a look at my formal education

Bachelor's degree, GeographyAin Shams University | 2014

About Me

Experienced operations executive with a demonstrated history of working in the technology industry. Skilled in Analytical Skills, Customer support, and Microsoft Office. Strong community and social services professional, interested in data analysis.

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