Looking for a job

Fareeda Nasser

@fareedanasser

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I improve customer experiences through quality assurance, coaching, escalation handling, and SLA-focused support.

Egypt

Message

What I'm looking for

I'm looking for a dynamic workplace where I can deliver exceptional customer experiences, meet service-level targets, and improve team performance through coaching and process improvement.

At Raya Contact Center on the Keeta account, I was promoted from Agent to Quality Assurance Specialist within five months for outstanding performance. I monitor customer interactions, uphold quality standards and SLAs, and handle escalations efficiently.

I coach agents with structured feedback that improves CSAT and QA scores, while partnering with team leaders to address recurring customer pain points and improve processes.

Previously, I supported Amazon customers across product discovery and post-purchase issues, and at Adidas I turned customer inquiries into sales through consultative service and product knowledge.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Specialist

Current

Raya Contact Center

Jan 2023 - Present (3 years 9 months)

Promoted from Agent to QA Specialist within 5 months. Monitored and evaluated customer interactions to ensure compliance with quality standards and SLAs, and delivered coaching to improve CSAT and QA scores.

Quality Assurance SLA Management Coaching Feedback Process Improvement Escalation Handling Customer Service

Customer Service Representative

Amazon

Jan 2022 - Dec 2023 (1 year 11 months)

Resolved customer inquiries and complaints with high satisfaction rates on a fast-paced e-commerce platform. Guided customers through the platform and maintained accurate documentation in CRM systems.

Customer Service CRM Documentation Ecommerce Problem Solving Communication Skills

Sales & Customer Service Associate

Adidas

Jan 2021 - Dec 2022 (1 year 11 months)

Delivered personalized customer experiences, converting inquiries into sales through consultative selling. Built positive customer relationships and achieved sales targets through product knowledge.

Sales Customer Service Consultative Selling Communication Skills Teamwork