At CraftiGames, I was Head of Staff Management for one of the company's video game projects. I led and supervised the staff team, including recruitment, application reviews, onboarding, and performance reviews.
I mentored staff, enforced internal policies and community guidelines, and issued disciplinary actions. I also resolved player account issues, escalations, and disputes.
At Intelcia, I handled billing inquiries and disputes for Optimum customers in the USA. I audited accounts, explained service prorations, and applied credits or promotional packages in line with company policy.
I maintained a 96% quality assurance rate while resolving customers' financial concerns. I hold a Bachelor of Commerce in Business from Cairo University and completed Google's Fundamentals of Digital Marketing training.
