manar yasser
@manaryasser
I improve customer support quality through audits, coaching, root-cause analysis, and process improvements.
EgyptWhat I'm looking for
I've improved customer support quality at Tabby by auditing webchat and email interactions, analyzing performance gaps, and delivering actionable feedback. I partnered with leadership on scoring calibrations and root-cause analysis to strengthen workflows.
Before QA, I coached Tabby new hires through nesting and onboarding, acting as a technical point of contact for payments, accounts, and app navigation. My frontline support experience also includes resolving customer inquiries through webchat, email, and social channels at Tabby and Homzmart.
I'm comfortable working independently across time zones and bring strong written English, CRM and ticketing-tool fluency, advanced Excel skills, and a practical focus on clear documentation and consistent customer experiences.
Experience
Work history, roles, and key accomplishments
Quality Assurance Specialist
Tabby
Aug 2025 - May 2026 (9 months)
Executed QA audits across webchat and email channels, ensuring 100% compliance with service standards. Analyzed agent performance to identify gaps and delivered actionable feedback.
Subject Matter Expert (SME)
Tabby
Mar 2025 - Jul 2025 (4 months)
Coached new hires through the nesting period and served as technical point of contact for complex queries on payments, accounts, and app navigation.
Webchat Support Representative
Tabby
Mar 2024 - Feb 2025 (11 months)
Resolved customer inquiries and complaints via webchat and email, focused on first-contact resolution. Guided users through app navigation and troubleshooting.
Webchat Support Representative
Homzmart
Jan 2023 - Feb 2024 (1 year 1 month)
Managed 50+ daily interactions across social media and email, covering orders, tracking, and refunds. Maintained accurate product knowledge and site policy expertise.
Customer Service Representative
Amazon UAE
Sep 2019 - Jan 2020 (4 months)
Resolved 50+ inquiries daily, driving customer satisfaction and retention through effective problem solving.
Telesales Representative
Vodafone Egypt
May 2019 - Aug 2019 (3 months)
Conducted 80+ outbound calls daily, identifying customer needs and offering tailored packages to meet sales targets.
Education
Degrees, certifications, and relevant coursework
Ain Shams University
Bachelor's degree, Accounting
2018 - 2022
Pursued an Accounting major at the Faculty of Business, Ain Shams University, from 2018 to 2022.
Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Salary expectations
Job categories
Skills
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