Yasmeen Sayed

Dynamic and results-driven Customer Experience Specialist with 7+ years of proven success in fast-paced environments across telecommunications, food delivery, and marketing sectors. Experienced in customer happiness, customer success, proactive customer engagement, personalized support, and end-to-end issue resolution. Adept at leading cross-functional communication, understanding customer needs and product use cases, and driving service excellence through CRM systems, customer feedback, and data-driven insights.

Skilled in monitoring customer health, identifying and escalating product issues and bugs, and collaborating with technical and product teams to improve the overall customer experience. Recognized for consistently exceeding KPIs in response time, resolution rate, and customer satisfaction. A strategic thinker with strong emotional intelligence, digital tool proficiency, and a customer-centric mindset, seeking to contribute to a forward-thinking SaaS environment focused on customer loyalty, product adoption, and long-term customer success.

Customer Service Specialist at Talabat (2024-11 – Present)

• Manage and respond to high volumes of customer inquiries across social media and live chat platforms with professionalism and speed.
• Resolve customer complaints and technical issues efficiently to boost satisfaction and retention.
• Monitor social media platforms using social listening tools to identify trends and proactively address potential PR issues.
• Coordinate with restaurants and delivery partners to resolve order-related problems, cancellations, and modifications.
• Enhance engagement by crafting personalized and creative responses, ensuring alignment with brand tone and FAQs.
• Track and analyze community feedback and online reviews to support continuous improvement.
• Maintain performance benchmarks, consistently meeting KPIs such as response time, resolution rate, and CSAT score.

Senior Customer Service Specialist at Vodafone Egypt (2017-12 – 2023-10)

• Managed and resolved escalated complaints for enterprise clients, ensuring prompt and high-quality support.
• Delivered omnichannel support via phone, email, and social media with consistent service standards.
• Collaborated with team leaders to escalate and resolve complex technical or billing issues.
• Upsold value-added services and devices, significantly contributing to departmental revenue.
• Maintained detailed records in CRM systems, supporting data-driven decision-making.
• Played a key role in client retention by developing strong professional relationships with business clients.

Telemarketing Advisor at Amer Group (2016-08 – 2017-08)

• Conducted outbound sales campaigns targeting potential customers and influencers.
• Negotiated and finalized agreements with clients and brand ambassadors to boost brand awareness and sales.
• Launched seasonal promotions and product pushes to increase customer engagement and sales volume.
• Identified and analyzed new customer segments to refine outreach and increase conversion rates.
• Supported marketing strategies with innovative solutions to boost campaign performance.

Bachelor’s Degree in History Faculty of Arts – Cairo University (2016-05)