Nevine Abdelmalek
Summary
Dedicated and results-driven professional with over 10 years of experience in customer service, social media management, and e-commerce. Proven ability to enhance customer satisfaction, manage digital marketing campaigns, and drive online sales through effective communication and strategic execution. Adept at problem-solving, fostering strong client relationships, and leveraging social media platforms to boost brand engagement. A versatile team player committed to contributing to business growth and delivering exceptional service.
Overview
12
12
years of professional experience
Work History
Customer Service and Social Media Coordinator
Tillys.com
01.2024 - 08.2024
- Maintain Customer Checklist
- Implemented new social media strategies to enhance brand visibility and engage with customers, driving increased online traffic and sales.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
E-Commerce Specialist- Social media marketing
Asonegypt
01.2013 - 08.2024
- Monitor and analyze revenue generation from website traffic
- Optimized social media strategies, driving significant growth in page visits and engagement
- Managed e-commerce operations, including inventory tracking and business planning.
- Interacted with and sold to e-commerce customers and delivered prompt and courteous service.
- Boosted online sales by implementing effective SEO strategies and optimizing product listings.
- Managed social media advertising campaigns to drive brand awareness, engagement, and online sales growth.
Customer Service
Parcel Pending
12.2018 - 12.2019
- Process orders and prepare correspondences
- Fulfill customer needs to ensure customer satisfaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Customer Experience Manager
Qatar Foundation
07.2017 - 11.2018
- Streamlined customer inquiry resolution, significantly reducing response times and improving satisfaction rates across all service touch points
- Coordinated with cross-functional teams to optimize customer service workflows, reducing response times and improving overall efficiency
- Analyzed customer feedback and service metrics to identify areas for improvement, contributing to the development of enhanced customer experience strategies
- Cultivated strong customer relationships by proactively addressing needs, resulting in improved retention rates and positive feedback
- Analyzed customer interaction patterns to identify recurring issues, proposing targeted solutions that enhanced overall service quality
- Developed and implemented new order processing strategies, optimizing workflow efficiency and minimizing errors in customer correspondence
- Lead customer service team, optimized account management processes, and enhanced interdepartmental collaboration to elevate customer experience standards
- Implemented new customer interaction tracking system, enabling data-driven insights to proactively address emerging service trends and challenges
- Fostered seamless cooperation between sales and after-sales teams, ensuring consistent customer support throughout the entire product lifecycle
- Pioneered customer-centric strategies, transforming service delivery and cultivating long-term customer loyalty in a competitive market landscape
- Revolutionized customer service processes, implementing data-driven strategies to proactively address emerging trends and elevate overall experience standards.
Senior Relationship Manager/Account Manager
Bayt.com
07.2015 - 06.2017
- Cultivated strong client relationships, identified needs, and effectively pitched recruitment solutions, resulting in significant business growth for Bayt.com
- Manage growth of new business by transitioning them to be loyal customers of Bayt.com
- Executed high-volume outreach, conducting 60+ daily calls and in-person meetings, expanding customer base and driving revenue for recruitment services
- Pioneered online demonstration strategies to address client objections, enhancing conversion rates and fostering long-term customer loyalty
- Seamlessly transitioned new clients into loyal customers, ensuring sustained growth and solidifying Bayt.com's market position in recruitment solutions.
Event Cast Coordinator
David Atkins
09.2014 - 06.2015
- Assisting the cast department in many other duties as directed by the cast manager
- Managed diverse cast groups, coordinating schedules for 100+ children and 24 international singers, ensuring smooth operations and timely arrivals.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Coordinated schedules and timelines for events.
- Adapted quickly when faced with unexpected challenges or changes in plans, maintaining composure while finding effective solutions.
- Managed event logistics and operations.
- Established positive relationships with clients, ensuring their needs were met throughout the event planning process.
Education
Bachelor of Arts -
American University
Cairo, Egypt12.2012
Skills
- Microsoft Office
- Salesforce
- Zendesk
- Complaint Resolution
- Creative Problem Solving
- Account Management
- Customer Relations
- Digital Marketing
- Data Analysis
- Project Management
- Content Creation
- Social Media Marketing
- Content Development
- Social Media Strategy
Languages
Arabic
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service and Social Media Coordinator
Tillys.com
01.2024 - 08.2024
Customer Service
Parcel Pending
12.2018 - 12.2019
Customer Experience Manager
Qatar Foundation
07.2017 - 11.2018
Senior Relationship Manager/Account Manager
Bayt.com
07.2015 - 06.2017
Event Cast Coordinator
David Atkins
09.2014 - 06.2015
E-Commerce Specialist- Social media marketing
Asonegypt
01.2013 - 08.2024
Bachelor of Arts -
American University
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