Aya Gad

Manage end-to-end booking operations using CRM systems and internal platforms, coordinate therapists' schedules, and handle approximately 50 customer requests daily while maintaining high satisfaction and meeting response SLAs.

Led and supervised a team of content moderators, managed escalations and complex customer issues, and improved workflow efficiency and reporting processes. Utilized the Salla e-commerce platform for after-sales support and resolved complaints including returns, exchanges, and shipping issues.

Reviewed and moderated digital content based on company policies, ensured compliance and user safety, and handled approximately 70 chats daily including new requests, follow-ups, and delivery tracking using the Salla e-commerce platform.

Responded to customer inquiries via social media, assisted with appointment bookings and service inquiries, and utilized CRM tools for appointment scheduling, lead qualification, and customer follow-ups.

Managed B2B sales coordination and order processing, acted as a link between clients, suppliers, and internal teams, and handled documentation, shipping coordination, and operational reporting.

Delivered Tier 1 technical support for internet and broadband customers through phone-based troubleshooting, resolving issues related to speed, browsing, and connection.

Taught Physics concepts and provided private tutoring to secondary school students, simplifying complex concepts and supporting exam preparation.

Bachelor's degree in Science from Cairo University, completed in 2015.

Summer program in Physical Sciences at Nile University – Zewail City of Science and Technology in 2014.