Open to opportunities

ayman heikal

@aymanheikal

Message

Engaging customer support professional with a focus on data analysis.

Egypt

Message

What I'm looking for

I am looking for a role that values customer experience and data-driven decision-making, with opportunities for growth and collaboration.

I am a dedicated professional with extensive experience in customer support and data analysis. My journey began with a Bachelor's degree in Information Systems, which laid the foundation for my career in various customer-facing roles. I have honed my skills in evaluating AI responses, optimizing search engine results, and providing exceptional customer service across multiple industries.

Throughout my career, I have worked with leading companies such as Etisalat and Uber, where I focused on enhancing customer satisfaction and ensuring quality assurance. My role as a Search Engine Optimizer allowed me to analyze user behavior and improve content relevance, while my experience as an Account Advisor equipped me with the skills to handle customer inquiries effectively. I am passionate about leveraging data to drive business quality and customer experience.

In addition to my professional experience, I have pursued certifications in Six Sigma and digital marketing, which have further enriched my skill set. I thrive in collaborative environments and am always eager to learn new skills that can contribute to my growth and the success of my team.

Experience

Work history, roles, and key accomplishments

Current

Search Engine Optimizer

Current

Jan 2022 - Present (3 years 7 months)

Improved the relevance and accuracy of search results through query analysis and data collection on search performance. Assessed the relevance and quality of content, including media, links, keywords, and queries. Focused on enhancing the visibility and engagement of media content across various platforms.

Search Engine Optimization Data Collection Content Evaluation Media Optimization Keyword Research

Current

Account Advisor

Current

Etisalat UAE

Dec 2021 - Present (3 years 8 months)

Provided front-line support for a leading telecommunications company, responding to customer queries and handling concerns to achieve high customer experience. Interacted with customers to address inquiries, resolve issues, and enhance satisfaction.

Customer Support Customer Experience Query Resolution Telecommunications CRM Systems Communication Skills

Account Advisor

Expedia Teleperformance Egypt

Jul 2020 - Dec 2021 (1 year 5 months)

Sold accommodation and transportation, cooperating with customers to understand their needs and provide optimal destinations. Handled real-time problems, reported issues, and communicated with other account parties.

Sales Problem Solving Communication Customer Service

Quality Assurance Coordinator

UBER Egypt

Aug 2018 - Jun 2020 (1 year 10 months)

Understood quality expectations and targeted levels, checking quality using appropriate methods like measuring dimensions and testing functionality. Analyzed test results and inspection data to identify deviations, reporting findings and recommending corrective actions.

Quality Assurance Data Analysis Measurement Reporting Problem Solving Quality Control

Instant Response Team - IRT - Back Office English

UBER Egypt

Jan 2018 - Aug 2018 (7 months)

Served as a front-line responding team for UBER support and social media channels, defining and responding to engagements. Supported clients and escalated customer concerns to specialized teams within UBER MENA and EMEA support centers.

Customer Support Social Media Management Escalation Management Communication Problem Solving CRM Systems

AI Response Evaluation

Crowdgen

Mar 2024 - Present (1 year 5 months)

Evaluated and ranked AI-generated responses based on accuracy, relevance, and helpfulness, providing detailed feedback to refine AI algorithms. Ensured compliance with ethical guidelines, verifying responses were free from harmful or biased content. Collaborated with AI developers and data scientists to enhance AI models and labeled data to train AI systems effectively.

AI Evaluation Data Annotation Compliance

Education

Degrees, certifications, and relevant coursework

Mckinsey & Company Academy

Program Certificate, Forward Foundation Program

Developed practical, must-have skills through highly interactive, self-paced digital courses. Introduced to adaptability, effective communication, problem-solving, and new ways of working in a digital world.

Teleperformance Academy

Certificate, Six Sigma

Grade: Yellow Belt certified

Achieved Yellow Belt certification in Six Sigma methodologies. Gained expertise in process improvement and quality management techniques.

Google

Certificate, Digital Marketing

Completed a program on the fundamentals of digital marketing. Learned about interacting with potential customers through digital channels to achieve business goals.