Nada Ghanem

Detail-oriented and adaptable professional with experience in customer service, business analysis, and process improvement. Strong communication, problem-solving, and organizational skills, with the ability to manage multiple tasks and work effectively in fast-paced environments. Committed to delivering high-quality results, building positive relationships, and continuously developing professional skills.

International Account Advisor at VOIS (Vodafone UK) (2025-12 – 2026-05)

• Handled inbound international customer calls, emails, and chats, assisting with account inquiries.
• Resolved customer issues, including troubleshooting internet connectivity and service-related problems, while maintaining high global customer service standards.
• Processed service activations, account updates, and order requests accurately using internal systems.

RPA Business analyst at FTI Group (2023-05 – 2024-07)

• Developed process flowcharts using SAP Signavio and Visio, improving process efficiency.
• Gathered business requirements and acted as the liaison between stakeholders and developers for automation projects.
• Monitored automated processes and resolved implementation issues

Assistant yield & revenue long haul at FTI Group (2022-09 – 2023-05)

• Maintained accurate and up-to-date records and documentation related to revenue management.
• Conducted market analysis to support pricing and package strategy.

Sales floor team leader at Dyninno Group" international Travel Network" (2021-03 – 2021-06)

• Led and motivated a team of sales agents to consistently exceed targets.
• Delivered training and coaching that strengthened conversion and client satisfaction.
• Handled escalated customer issues.

Travel sales consultant / customer support at Dyninno Group" international Travel Network" (2020-02 – 2021-03)

• cooperated with incoming clients to determine their needs and consulting them on appropriate destination methods of transportation and costs.
• supported existing and exploring new contacts in order to maintain a steadily evolving database.
• Identified sales opportunities and converted prospects into customers.

Customer service representative /Tech Support at Teleperformance Egypt (2017-12 – 2019-03)

• Resolved customer inquiries and identified effective solutions to meet customer needs.
• Maintained accurate records of customer interactions and account information using CRM systems.
• Managed a high volume of customer calls while consistently meeting Average Handle Time (AHT) and quality targets.

BCs in business information system – Helwan University (2015-09 – 2020-01)