Eman Raaft
@emanraaft
Experienced customer service professional and team leader with strong Italian language and call-center expertise.
What I'm looking for
I am an experienced and reliable customer service professional with six years of call center experience and fluency in Italian, English, and Arabic. I specialize in inbound support, email/ticket resolution, and sales for high-volume operations.
I have worked as a Sales Representative for Apple.it inquiries and as a Subject Matter Expert supporting onboarding, coaching, and real-time monitoring of agents. My background includes handling escalations, designing training material, and improving agent performance.
I consistently identify process improvements to boost productivity and customer satisfaction, from lead generation and sales coordination to dispute resolution and account support. I am comfortable working independently or as part of a cross-functional team.
I am seeking a leadership role where I can apply operational expertise, coaching skills, and customer-centric focus to drive team performance and contribute to organizational success.
Experience
Work history, roles, and key accomplishments
Sales Representative
Teleperformance Greece
Aug 2023 - Present (2 years 5 months)
Handle inbound Italian-language sales and support for Apple.it, generating leads, resolving customer complaints, and contributing to customer acquisition and retention goals while meeting sales targets.
Subject Matter Expert
Majorel
Mar 2023 - Jul 2023 (4 months)
Supported and coached new Italian-speaking agents, conducted training, performed real-time monitoring, handled escalations, and assisted team leaders to improve team performance and quality.
Customer Service Representative
Majorel
Feb 2020 - Mar 2021 (1 year 1 month)
Provided Italian-language email and ticket support for Uber Eats, resolving account, payment, and trip disputes by collaborating with internal teams to ensure timely resolutions.
Italian Translator
Freelance
May 2018 - Mar 2019 (10 months)
Translated copy and daily correspondence between English and Italian with speed and accuracy to support business communications and documentation.
Education
Degrees, certifications, and relevant coursework
Ain Shams University
Bachelor, Italian Language and Literature
Graduated with a Bachelor in Alsun, majoring in Italian Language and Literature in July 2016.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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