Sarah Ossama Email & Phone Number

Luxembourg

- Leading the Support team, affirming that we are meeting the quality standards.- Recruit, mentor, coach and develop Support team and secure an environment where they can excel through encouragement and empowerment, across multiple countries, Egypt, Poland and Vietnam.- Support resource planning and allocating control, over local Public Holidays and International ones. - Audit Support process and ensure the correct implementation.- Adding Customization on Zendesk to facilitate communication and automate some updates.-Take ownership of customers issues and follow problems through to resolution.- Attending Weekly and Bi-weekly calls with high profile customers. - Analyze operational data to forecast trends as well as to make data-driven decisions ( Contracts and SLA amendments).- Participating in Grooming escalated Bugs to the development team. - Prioritizing Bugs and Features in Sprint Planning.-Ensure information security across the company business applications in order to protect sensitive and confidential data to prevent unauthorized access and data vulnerability ( API keys, accounts details, etc,).- Coordinating and Following up with the Development and QA teams for the on-going Bugs, fixes and testing status. - Coordinating with the CSM for Custom Development, Custom configurations, Webinars and Training sessions. - Coordinating with the Social media team to handle requests coming from the Social media channels.

United States

- Working in the end-user ticket queue to assist our clients’ customers with technical and billing related questions.- Report features were submitted by clients that add value to the Application to the Product management team. - Working with our other technical support team members on more complex tickets.- Helping clients with setup and onboarding questions as needed to help them with the initial few steps of the platform setup via email.- Take ownership of tickets and follow problems through to resolution.- Follow up and testing fixes after deployments. - Report and attending triage calls with QA team to identify the root causes and replicate bugs on releng sites. - Organise calls between Cloud Ops team with Clients to solve infrastructure and login related matters, SSO & SSL. - Attending Bi-Weekly Calls with high profile clients i.e Genpact and Coca-Cola Hellenic.

United Kingdom

1- Answering calls and queries from clients about their devices, and its software " Android"2- Escalating to L2 when we have a bug.3- Handling campaigns and directing them to the correct team.4- Escalating to CSRs for legal matters, compensations or even more.However, it did not stop there:I joined then the emails team, which highly improved my writing skills, and how it impacted my wordings, it is so powerful how a single word with no punctuation, could have different meanings. Then we launched a new team, Social media team, this was really creative, as we, as Support agents, had access to the social media channels, to answer queries to Social media users, this was great in handling social media feedbacks, not only you answer them, but also show the world that you really care about your users, and that was refreshing.

United Kingdom

1- Answering inbound calls and emails.2- Make outbound calls following up on existing tickets.3- Arrange for repairs/replacements connecting customers to repair centres.4- Handling billing queries and on-line payments.

1- Handling inbound and emails for tickets reservations.2- Perform outbound calls to follow up on flight tickets and schedule details. 3- Perform campaigns for inbound travels.4- Design itineraries.

Cairo, Egypt

Master'S Degree, Tourism And Hotel Management

Bachelor'S Degree, Tourism And Travel Services Management