Toqa Shabana

Customer-focused professional with over 5 years of experience in guest relations, luxury hospitality, and English customer support.

Proven Subject Matter

Expert (SME) skilled in team leadership, issue resolution, and upselling. Strong communicator dedicated to delivering excellent service and guest satisfaction.

Subject Matter Expert (SME) / Customer Service Specialist at SUTHERLAND (2025-01 – Present)

• Promoted to Subject Matter Expert (SME) to assist agents, guide team members, and handle complex customer issues.
• Provided top-quality customer support over English accounts, consistently achieving high satisfaction scores.
• Coached new team members and supported leaders to maintain smooth operations and service quality.

Customer Service & Sales Representative at CONCENTRIX (2023-01 – 2024-12)

• Handled customer calls for international English accounts with high accuracy and professional communication.
• Resolved customer complaints effectively while offering product recommendations and sales solutions.
• Maintained high quality performance and supported team targets consistently.

Guest Relations & Reception Specialist at PREMIUM LASER & DERMATOLOGY CLINIC (2021-01 – 2022-12)

• Welcomed clients at reception, managed appointments, and answered phone inquiries.
• Promoted and sold clinic services and packages to increase bookings and customer loyalty.
• Assisted clinic staff to ensure smooth daily operations and high guest satisfaction.

Bachelor's Degree in Faculty of Arts – Alexandria University

High School Diploma – El-Raml High School for Outstanding Girls