Osman Hassan

• Managing large amounts of incoming phone calls while translating files, articles or titles • Identify and assess customers’ needs to achieve satisfaction ------ • Created and developed product descriptions for several e-commerce platforms. • Aligned copy strategy across all marketing channels. • Developed a social media campaign that resulted in a 25% increase in website traffic and a 15% increase in social media engagement. • Writing content that will be used to market products and services.

• Verify the authenticity of the tickets before sending them to the IT team. • Correcting errors made by the agents, fixed the clients tech issues. • Communicate with customers in cases of necessity and solve problems. • Communicate with the concerned departments and reflect the problems to them to solve them. • Reviewing all tickets and training agents to implement correct tickets. • Resolving escalated customer issues - Set up new customer accounts. • Training the team to make correct memories to accurately solve customer problems • Communicating with customers about their experiences with a product or service.

• Lead the team to meet and exceed client expectations regarding customer service. • Monitor call volume; prioritize and distribute workload for the team. • Answer incoming calls, emails and web-based submissions, directing and assisting customers as needed. • Creating intervention and improvement plans for team members • Conduct performance reviews, deliver coaching to the team so they perform at the highest levels. • Escalate any appropriate problems and report to the Operations Manager.

• Promptly responding to customer queries via email, live chat, ticketing, phone, and social media channels. • Immediately escalating serious complaints or issues and discuss find the best solutions to customers’ issues. • Answer questions about warranties or terms of sale and any Questions. • Achieved 5-Star rating from 99% of customers surveyed and consistently received positive feedback from customers.

• Knowledge of online content strategy and creation. • Excellent writing, editing and proofreading skills. • Experience with SEO. • Collaborated with graphic designers to write and produce digital ads. • Use SEO principles to maximize copy’s reach • Interpret copywriting briefs to understand project requirements • Wrote a series of blog posts that resulted in a 40% increase in website traffic and a 25% increase in social media shares.