Nahla E.

Agricultural engineer department of Economic Food Quality Division

Diploma in Islamic Sharia from Zad Academy, Saudi Arabia

Advanced Business development diploma at eyouth

Html5, Css3, Javascript, Reactjs, Bootstrap

workshop details:

-Introduction-Software Development Phases-Software Testing Phases-Bug Life Cycle-Testing Levels-Testing Types-Design Application Mind Map-Static Testing-Design Test Cases on Azure DevOps-Test Cases Execution-Logging Defects on Azure DevOps-Introduction to Database-QL Syntax-QL Statements-SQL Operators-SQL Functions-Exercises & Workshops-Live Project

ISTQP FL, Agile, Manual, Mobile, APIs, Data Base, Performance, Automation, AI Testing

2023-2026/ Quality Assurance Specialist

1- Monitored the platform’s operations and projects to ensure user compliance and prevent any violations.

2- Taking appropriate actions against user violations in accordance with the platform’s policies and documentation.

3- Handled technical support requests and ensured effective problem resolution for customers

4- Reviewing and monitoring projects, messages, and offers accessible to platform users to ensure quality and compliance.

5- Provide suggestions and tools to help improve the platform’s procedures and development.

Customer Service Manager and Business Development / 2022-2023

• Achieved and exceeded sales targets through effective customer support management and strategic business development initiatives.

• Led a high-performing team, fostering collaboration and enhancing customer care systems to improve service delivery.

• Implemented quality assurance protocols that increased customer satisfaction and retention rates.

• Developed training programs for team members, resulting in improved performance and efficiency in customer service operations.

• Analyzed customer feedback and service metrics to identify areas for improvement, driving continuous enhancement of service quality.

• Championed the integration of technology in customer support processes, streamlining operations and boosting overall productivity.

2019-2022 / Quality Assurance Supervisor

• Designed and executed targeted training initiatives to elevate agent performance and expertise.

• Oversaw agent activities to guarantee compliance with quality benchmarks and optimize operational workflows.

• Performed regular audits to evaluate adherence to standards and pinpoint opportunities for enhancement.

• Generated and interpreted quality performance reports on a monthly, quarterly, and annual basis to monitor key metrics.

• Played a pivotal role in refining the SAP strategy to enhance quality assurance methodologies and drive continuous improvement.

2019- 2018 / Customer Care Representative and Tracking Advisor

• Handling customer complaints to ensure customer success and continuous process improvement.

• Focused on ticket lifecycle management and enhanced workflow efficiency through report analysis.

• Developed business strategies and product concepts to support the R&D team in achieving the company’s vision and improving service levels.

• Collaborated with quality teams to analyze customer issues, identify root causes, and implement effective solutions.

2018 / Customer Success Specialist

• Provided outstanding customer support via calls and chat, achieving timely issue resolution and boosting customer satisfaction ratings.

• Leveraged advanced problem-solving abilities to effectively identify and resolve customer concerns, resulting in enhanced service quality metrics.

• Partnered with cross-functional teams to optimize processes, significantly improving the overall customer experience and operational efficiency.

• Analyzed customer interactions to deliver constructive feedback and pinpoint areas for improvement, actively contributing to quality assurance initiatives.

• Championed a customer-centric approach, fostering a culture of continuous improvement and excellence in service delivery.

Quality Control Engineer 2017-2018

• Ensured adherence to quality assurance standards and regulations, significantly improving product integrity and consumer trust.

• Executed detailed inspections and evaluations of raw materials and final products to detect and resolve quality discrepancies.

• Partnered with multidisciplinary teams to drive quality enhancement projects, achieving measurable improvements in product reliability.

• Created and sustained meticulous documentation for quality assurance processes, facilitating traceability and accountability across operations.

• Championed continuous improvement initiatives, fostering a culture of quality awareness and proactive problem-solving within the organization.