Esraa S.
Mid-Level Project Coordinator
Open to offersNew to PlatformAbout
Esraa S. is a dedicated Project Coordinator with a robust background in administrative support and operations, currently based in Alexandria, Egypt. Over the past four years, she has honed her expertise in project coordination, customer service, and quality assurance, excelling particularly in learning and development roles. At ServiceOS, Esraa supports project management by coordinating activities across multiple client accounts, managing administrative operations, and facilitating effective communication between clients and internal teams. Previously, she worked as a Senior Quality Coach at Partners Outsourcing Solutions, where she led quality monitoring, coaching, and process improvements. Her experience also includes roles such as a Freelance Exam Invigilator for the British Council and a Marketing Support Agent, where she surpassed performance metrics by achieving up to 200% of KPI goals. Esraa holds a B.A. in Japanese Language, Translation & Literature from Aswan University and possesses advanced proficiency in English and Arabic, alongside an intermediate level in Japanese.
Experience
Project Coordination & Operations Support
ServiceOS · 2024 — PresentEngaged in project management and coordination for multiple client accounts. Oversaw administrative operations, maintained records, and tracked workflows to facilitate daily processes. Organized meetings, managed calendars, and followed up on various operational tasks. Liaised between clients and internal teams to enhance communication and project execution. Compiled reports, analyzed operational data, and ensured accurate documentation. Configured booking forms and managed client service workflows.Senior Quality Coach
Partners Outsourcing Solutions · 2023 — 2024Executed quality monitoring and evaluation processes. Generated weekly performance and quality reports for management review. Led coaching and training sessions aimed at team member development. Supported compliance assessment and process improvement initiatives, collaborating with supervisors to swiftly address operational issues. Contributed to the development of quality assurance processes and documentation.Freelance Exam Invigilator
British Council · 2022 — 2024Oversaw examination protocols following British Council regulations. Conducted identity verification and compliance assessments for candidates. Provided assistance to candidates while ensuring adherence to examination guidelines, maintaining high standards of accuracy and professionalism in a demanding environment.L&D Specialist / Trainer
Partners Outsourcing Solutions · 2022 — 2023Delivered onboarding and training sessions for new employees, developing and preparing relevant training materials. Monitored trainees’ performance and progress, conducting regular feedback sessions to promote continuous improvement. Assisted with performance tracking and team development activities.Marketing Support Agent (Cold Calling)
Partners Outsourcing Solutions · 2020 — 2022Conducted outbound communications with customers to promote services. Assisted with customer onboarding and guided claims and service activations. Monitored team adherence, ensuring compliance with login and break schedules. Aided in training new hires on call handling and deal management while performing various operational tasks to enhance team workflow.Customer Service Representative (Remote)
Sutherland – FTD Temporary Account · 2020 — 2020Handled customer inquiries and assisted with order-related requests. Managed customer emails and conducted back-office administrative tasks. Supported refund processes in line with company policies and guided customers through online systems and services while maintaining service quality.Customer Service Representative
Vodafone UK · 2019 — 2020Addressed customer inquiries, complaints, and account issues. Assisted with billing, payments, and provided comprehensive service support. Offered guidance through phone and digital channels, following up to ensure resolution of issues.
Skills & Expertise
Education
- B.A. in Japanese Language, Translation & LiteratureAswan University · 2015 — 2019
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