Yosra Mostafa Email and Phone Number

Manage Social media system ( Sprinklr & engagor) as Checker user to check Maker users responses on all FABMISR social media platforms ( Facebook , Instagram , LinkedIn , YouTube and Tweeter) .• Review Makers selection for sentiment and tags on system to improve our service level on our social media pages .• Follow up customer complaint or request with the concerned parties as a daily task to finalize team cases .• Hide all negative or spam or abusive comments on social media platforms .• Check mentions and tages to avoid any negative posts or feedback .• Handling Website forms and FABMISR care ( official customer mail) .• Leading the team and updating them with department policy and producers .• Organize the weekly schedule and days off for the team .• Coordinate with marketing agency Canned replies and links .• Send Weekly and Monthly report to management .• From May 2023 I have been starting to support Control back Office team at FABMISR Bank as I amresponsible for listening to Call Center agents calls to make sure that they are following our bank processes and procedures with customers , moreover sending coaching and incident mails to Call Center supervisor and agent for the critical mistakes to avoid repeating them .

•I am handling all social media platforms and supporting marketing agency with all customer inquiries and complaints and send all theirInquiries or issues to the concerned parties Like Centralize customer care & card center & complaint unit and business • Coordinate with marketing team our replies and scripts to enhance our service level • Determine customer feedback sentiment as a social media listening tool as we are selecting tags for customer feedback categories on system . • Following up all negative feedback or mention that comes from all social media platforms to avoid reputation risk and any social media crisis • Also responsible to handle fabmisr website official mail (customer care ) and (reach us form ) from website . •Send Social Media reports on daily & monthly basis . • handle Social media system ( engagor ) as a checker user and approve for maker user responses .

moderated and support all customers inquiries ,complains,sales lead generation,feedback and requests that comes from all FABMisr social media platforms(Facebook and Instagram ) .Analise the social media dashboard and come up with the overall customer perception, provide new ideas and enhancement.Moderate all comments on social media posts and ads .Dealing with all the concerned departments to solve any customer complains coming from social media .Following up with customers and having feedback about the bank services and products .also Support online team and reviewing daily Reports for all Registrations ,Modifications , Reset Customers Online Accounts For Business ManagementAlso responsible for archiving wallet and online applications

Customer service RepresentativeAudi Bank, Cairo, EgyptActing as a front-line interface with Audi Customers.Handling Audi customer's Complaints, Requests and inquiry's.Assuring serving customers and dealing with their complains in the most professional attitude to achieve superior quality service standards.Identify and escalate the priority issues when needed.Following up on the pending requests with the concerned team to ensure delivering best customer experience with the highest customer satisfaction.