Looking for a job

huda Hasan

@hudahasan

Message

I resolve mobile-service escalations, retain customers, and improve billing support experiences.

Egypt

Message

What I'm looking for

I'm looking for a customer support or retention role where I can resolve complex billing and technical issues, manage escalations, strengthen customer loyalty, and continue growing in customer experience.

At Intelcia Egypt, I handle complex mobile-service billing and technical escalations, keeping customers informed while working toward timely resolution and loyalty.

I've applied tailored retention solutions for at-risk customers and maintained an average cancellation rate below 20%. I also process billing adjustments, refunds, plan changes, service upgrades, and payment arrangements.

My work combines active listening, conflict resolution, CRM documentation, and clear communication. I previously supported Italian teachers and students through lesson preparation and one-on-one guidance.

Experience

Work history, roles, and key accomplishments

Retention & Escalation Specialist

Intelcia - Egypt

Mar 2025 - Aug 2026 (1 year 5 months)

Progressed into a specialized retention and escalation role, maintaining an average cancellation rate of 20% or below through effective problem-solving and tailored retention strategies. Skilled at identifying customer needs and turning suitable opportunities into upgrades, package changes, and additional services while maintaining customer loyalty and satisfaction.

Customer Retention Escalation Management Billing Support Technical Troubleshooting Conflict Resolution Problem Solving Customer Satisfaction

Customer Care Representative

Intelcia — Egypt

Sep 2024 - Mar 2025 (6 months)

Consistently maintained strong performance against internal customer-experience targets, including OSAT and NPS, while handling billing and technical concerns. Demonstrated a strong ability to resolve issues efficiently and maintain customer satisfaction, achieving a 100% clear performance month before transitioning into the Retention & Escalation role.