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
Irvine, CA
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
Irvine, CA
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
Doha, Qatar
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
Doha, Qatar
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
Doha, Qatar
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