Sarra Hanzouli Escalation management specialist

Hi there! I am Sarra!

I have over 10 years of experience in teaching English/Arabic/French and Italian to kids. My style is relaxed and conversational, and my students tell me that I make them feel comfortable in lessons.
I am passionate about teaching, I will help you understand the subject deeply. My pedagogy involves customized lessons keeping in mind individual learner’s pace. I encourage students to use analogies from everyday life for a better understanding of the subject. I’m particularly patient when it comes to teaching new concepts. Language learning is a skill that gets honed over a period of time and patience is key to develop it.
I would be happy to help anyone in the languages i speak

Subjects

  • Arabic (Beginner-Expert)

  • French (Beginner-Intermediate)

  • Italian (Beginner-Intermediate)


Experience

  • Escalation Management Specialist (Nov, 2015 - Present) at Vistaprint
    • Identify, track, monitor, and manage problems/incidents that require increased awareness and swift action in collaboration with Problem Management.
    • Ensure the long-lasting growth, stability, and validity of CARE Solutions and Problem Management engagement.
    • Attend and facilitate the Solution and Problem Management engagement weekly review. This includes all research and follow-up tasks as defined in the meeting
    • Prioritize issue appropriately to prompt the correct action from PBM/engineers.
    • Communicate impact - Ensure that all stakeholders are aware of how an issue impacts the center and organization.
    • Share update with CARE- This is to ensure that information given to customers are always accurate.
    • Provide scope of the issue to Global PBM - a scope of the issue will provide engineers with enough data to properly investigate and find a resolution faster
    • Provide technical coaching to the Solutions advisors
    • Deliver onboarding training to solution team new hires and draft training course for refreshers and new modules
    • Make recommendation- Provide insight on a workaround if one can be identified
    • Escalate items that requires additional expertise to PBM following the incident management guidelines
    • Track work in progress and effectively manage it.
    • Actively participate in conference calls with other Vistaprint departments involved in delivering the customer experience
    • Attend all scheduled training and floor walking sessions, team meetings and company events as required
    • Know and follow all department and company guidelines/procedures as defined
    • Perform additional tasks as requested
    • Advanced report drafting and sharing
    • Complete all assigned projects
  • Solutions Advisor (Sep, 2014 - Oct, 2015) at Vistaprint
    • Perform accurate diagnosis of escalated issues and fix them at the first contact
    • Use appropriate systems and resources to draft fixes/workarounds for reported issues
    • Rephrase the technical solutions clearly
    • Answer all internal and external customers’ inquiries in a courteous and professional manner
    • Document incidents and their solutions/workarounds for future reference
    • Update the troubleshooting knowledge base accordingly.
    • Provide feedback to CARE operations and ensure that CARE representatives are consistently updated on new issues, resolution progress and workarounds
    • Track work in progress and effectively manage it.
    • Actively participate in calls with other departments involved in the customer experience
    • Attend all scheduled training and floor walking sessions, team meetings and events as required
    • Know and follow all department and company guidelines/procedures as defined
    • Perform additional tasks as requested, including direct interactions with customers.
  • CARE Helpdesk Associate (Nov, 2013 - Aug, 2014) at Vistaprint
    • Look into all issues related to our customer’s service, website enhancement, digital services, design… And sometimes internal tools as a given hand to the service desk team.
    • Perform diagnostics and troubleshooting of system issues and documented help desk tickets/resolutions.
    • Log Infra/JIRA tickets about the escalated issues and make the follow-up of them, then communicate details to operations.
    • Schedule and deliver training sessions (New/Product hire training, Troubleshooting, Q&A sessions…) for CARE agents.
  • Electronic Service Support (Jan, 2013 - Oct, 2013) at Vistaprint
    • Use questioning and listening skills that support effective telephone communication.
    • Investigate and follow-up reliably the complex issues.
    • Escalate technical issues to the appropriate department
    • Identify voice skills and how to enhance a good telephone presentation.
    • Display Time flexibility towards shifts as per work floor requirements.
  • Design Sales and Services Representative (Jun, 2010 - Dec, 2012) at Vistaprint
    • Answering all customer inquiries through various channels (telephone, chat…) in a courteous and professional manner.
    • Performing accurate diagnosis of inquiries and provide appropriate solutions based on defined procedures.
    • Supporting and providing information to all customers.
    • Assisting the customers from the beginning to the end and managing their claims.
    • Understanding the product range and being able to answer any product specification inquiry coming from customers.
    • Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
  • Internship with the Administration Department (Apr, 2010 - May, 2010) at SMT (Société de Miroiterie Tunisienne)
    Internship with the Administration Department
    • Extract all customers details about the company outstanding debits
    • Financial Management Reporting
  • Internship with the servers maintenance team (Jul, 2009 - Aug, 2009) at Ministry of Public Health Technology Center
    Internship with the Ministry of Public Health Technology Center
    • Database creation for the hospital El Rabta
    • Participate to the conception of a website for the hospital El Rabta
  • Internship with the servers maintenance team (Jan, 2009 - Feb, 2009) at Tunisiana
    Internship with the servers maintenance team
    • Create servers maintenance plans
    • Monitor servers performance
  • Private tutor in Mathematics, French, Arabic and English (Jan, 1999 - Present) at Private Tutor
    Private tutor for kids and teenagers in Mathematics, French, Arabic and English

Education

  • Bachelor degree in Communication Technologies and Management (Sep, 2007 - Jan, 2010) from iset'com Tunis

Fee details

    DT33-50/hour (US$11.54-17.48/hour)