Nour Murad Email & Phone Number

Dubai, United Arab Emirates

- Manage up to 5 simultaneous customer chats on WhatsApp, delivering high-quality service while meeting KPIs such as Quality, AHT and C-sat.- Resolve customer inquiries about orders, returns, and product information, focusing on Quality and ensuring prompt responses without compromising service standards.- Handle complaints effectively, aiming for (FCR) to improve customer satisfaction and reduce follow-up interactions.- Assist customers with navigating the Ounass website and app, offering recommendations and real-time order updates - Collaborate with internal teams (logistics, warehouse, and couriers) to ensure accurate order tracking and seamless issue resolution, contributing to a smoother customer experience.

Erbil, Erbil Governorate, Iraq

We have been working on dispatching project for Talabat Company .Responsibilities :A- Team time : 1- Provide coaching and support using QA feedback and our evaluation to ensure development and upskilling of team members. 2- Analyze productivity and performance reports for team members from all other departments. 3- Evaluate employee performance , chat and calls cases to provide constructive feedback. 4- Identify staff and team knowledge gaps and guide them to solutions. 5- Lead the team to ensure accuracy and efficiency in all operation processes to meet project goals and KPI and adhere to approved standards. 6- Develop self and others to improve performance in current role and to prepare for future roles via growth plan . 7- Establish SMART Goals and Objectives . 8 - Providing psychological and moral support to team members through individual face-to-face sessionsB- Floor time : 1- Communicate and work with staff and other department to ensure the proper movement of the operation in the Company . 2- Create a positive work environment where all staff are motivated to do their best to reach the KPI . 3- Maintain a clean and safe work environment. 4- Maintain time and attendance, productivity and quality records daily. 5- Support the dispatchers on site in as they are the first point of contact with riders , customers and vendors when they are on shift .

Erbil, Erbil Governorate, Iraq

We have been working on dispatching project for Talabat Company .Responsibilities : 1- Focal point between Riders, Customers and Vendors . 2- Receive and answer emergency and non-emergency chat and calls . 3- providing support for the riders via multiple channels like chat and calls . 4- Address problems and requests by transmitting information and providing solutions based on knowledge base and company rules. 5- Speed ​​and accuracy in providing information and solutions for the customers ( Riders - customers - vendors ) . 6- Adhering to the attendance schedule on time . 7- Work properly in order to achieve the Target the company KPI .

محافظة طرطوس سورية‎

Responsibilities : - Work on EMXT Program for Electronic Money Transfer - Welcoming customers and introducing them to the services provided by the company- Recover or open a new customer card for customers - Perform the financial transactions required by the client whether it is the transfer or receipt of funds , withdrawal or deposit , Repayment of instalment, bank loan or any cash transaction .- Issuance of remittances issued by the branch or delivery of remittances received by the branch or delivery of external remittances- Transfer of Client to Fund department - Issue financial receipts and give them to fund department - Follow-up on remittances from the date of issuance to the time of delivery - Do the archiving process

Tartus, Tartus Governorate, Syria

Responsibilities :- Work on EMXT Program for Electronic Money Transfer - Receiving money from customers - Verify that the money amounts are correct by counting them - Make the financial movements required by the customer whether money transfer, withdrawal, deposit , repayment of a installment, bank loan, or any cash transaction- Issue financial receipts and give them to each customer - Doing the Financial inventories

Tartus, Tartus Governorate, Syria

Data entry + coordinatorResponsibilities :- Work on ( ODK collect ) Program to enter data.- Work to collect data with team members when needed.- coordinated tracer activities : Screened and trained new employees- Coordinate with WFP team members for any guidance- Coordinating field tours with charitable associations responsible for the distribution of food rations to beneficiaryfamilies in order to ensure the validity of these associations' work in the distribution process.- Coordinating with a team for field trips.- Coordinating with the team members after completing the field trips to check the questionnaires and informationcollected for the correct preservation process and then the sending process.- Preparation of narrative reports on each field tour.

محافظة طرطوس سورية‎

Responsibilities : - Benefiting from my university degree and experience in giving private lessons whether for university students or commercial secondary schools- Help understand accounting principles - Practical practices on accounting - Assistance in resolving accounting Homework

محافظة طرطوس سورية‎

Responsibilities :• Prospecting and generating new leads through various channels such as cold calling, networking.• Developing and maintaining relationships with clients to ensure repeat business and referrals.• Presenting and explaining insurance policy options to clients, including coverage, terms, and benefits.• Customizing insurance programs to suit individual client needs and budget constraints.• Handling policy renewals, modifications, and cancellations.• Achieving sales targets and goals set by the company.

محافظة طرطوس سورية‎

Responsibilities :- Helping customers and answering their questions - Counting and verifying the money received - Complete the scanning process for all the goods purchased by the customer without forgetting or repeating - Issuing purchase receipt and delivering them to customers - Daily reconciliations to ensure compatibility with current financial statements of the sales and funds

Tartus Governorate, Syria

Master Of Business Administration - Mba

Diploma Of Education, The Specialty Of Touristic Establishments Management

Bachelor'S Degree, Accounting, Good (73.94%)