Rania Samir Abd Allah

01067288369
raniasamir04@gmail.com
Experience:
CS Quality analyst, Amazon Egypt, October 2022: Present.
• Performing Contact Quality and compliance audits.
• Providing quality insights and sharing associate level action plan with the team managers based on the
contact audits.
• Providing additional support to the CSAs with low scores within the team through dedicated coaching
sessions, cascading best practices, and monitoring their performance progression.
• Actively participating in the team huddles and meetings conducted by the team managers.
• Working on additional/adhoc tasks which include contact audits and insights requests from Program teams,
Training team, etc.

Customer Service Associate- Bilingual, Amazon Egypt, October 2021: October 2022.
• Managing inbound chats and phone calls in Arabic and English for both Emirates and Egypt operational units.
• Presenting Frontline support to customers, resolve customer issues/ complaints by providing all information
regarding retail and marketplace products.
• Maintaining focus on the customer issue to reach positive customer satisfaction.
• Taking ownership to resolve challenging customer issues, escalating when necessary.

Social Media Specialist, San and Sam group, August 2020: June 2021.
• Maintained updated knowledge of company products and services.
• created and developed social media Content Plan, and ad strategy.
• Measured the success of every social media campaign.
• Stayed up to date with the latest social media best practices, technologies, and tools such as ‘Social bakers.

Recruitment Specialist, Gulf Data International, Dec 2019: March 2020.

• Prepared and posted jobs to appropriate job boards/ colleges.
• Screened candidates’ resumes and job applications.
• Conducted interviews using various reliable selection tools and methods to filter candidates.
• Assessed applicants' relevant knowledge, skills, soft skills, and experience.

Examination Invigilator, British Council, 2017- 2021 (seasonal job).

• Invigilated 50+ students per day during the examination session.
• Facilitated the examination process.
EDUCATION:
• Bachelor of English language and literature, Faculty of Arts, Ain Shams University (ASU), 2019.

EXTRACURRICULAR ACTIVITIES:
Intern, Employability and Career Development Center (ECDC ASU), July 2018: June 2019.
• Organized ECDC database through entering students’ data into the system.
• Led twelve volunteers for ‘Ain Shams University job fair’ as the transportation team leader.

• Received an experiential training covering areas of self-awareness, communication, leadership, and

teambuilding.

Human Resources Member, X Volunteer (student activity), 2017.

• Coached and developed more than twenty members’ performance through monthly feedback.
• Recruited and selected members and managed more than fifty applicants a day during the recruitment and
selection process.

Skills:
Languages:
• English: Fluent.

Computer:
• Excellent command of Microsoft Office Excel, Word, and PowerPoint.