- Establish the foundational structure of the CX department with clear objectives, policies, and procedures, and create a comprehensive CX strategy aligned with company goals to enhance customer satisfaction and loyalty.- Recruit, train, and manage a dynamic support team, fostering a culture of excellence and continuous improvement.- Analyze and map the customer journey to identify pain points and opportunities, utilizing customer feedback, analytics, and performance metrics to drive service improvements.- Select and deploy customer support tools and technologies to streamline operations and improve response times.- Develop and monitor protocols and KPIs for handling complex customer issues and escalations, ensuring timely resolutions, and evaluating the effectiveness of the customer care function.- Act as the voice of the customer within the organization, advocating for their needs, establishing a robust feedback loop, and using insights to drive product and service enhancements.

- Advise on and implement integrated multi-channel experiences and enhance customer journey maps to address pain points and improve interactions.- Develop labeling strategies for customer data and establish quality metrics to ensure high standards of service and product quality.- Track and report on customer satisfaction metrics and create an SLA matrix and KPI targets to ensure efficient issue resolution.- Design training programs for customer support specialists, identify automation opportunities and improve self-service options to empower customers.- Implement strategies to reduce customer effort and promote initiatives that encourage customer advocacy.

- Advise on and implement integrated multi-channel experiences and enhance customer journey maps to address pain points and improve interactions.- Develop labeling strategies for customer data and establish quality metrics to ensure high standards of service and product quality.- Track and report on customer satisfaction metrics and create an SLA matrix and KPI targets to ensure efficient issue resolution.- Design training programs for customer support specialists, identify automation opportunities and improve self-service options to empower customers.- Implement strategies to reduce customer effort and promote initiatives that encourage customer advocacy.

- Create and execute a comprehensive onboarding strategy with customized plans to ensure new clients have a seamless and successful start with the system, aligned with their specific business processes, goals, and timelines.-Recruit, train, and lead a high-performing customer success team, fostering a culture of continuous learning and client-centricity.- Act as a trusted advisor for key accounts, building strong relationships and ensuring a cohesive client experience.- Select and deploy customer support tools and technologies, such as CRM and helpdesk software, to streamline operations, improve response times, and enhance service delivery.- Establish and track KPIs for onboarding and customer engagement, use data analytics and customer health scores to identify at-risk accounts, and implement strategies to drive customer retention and mitigate churn.- Collaborate with sales and product development teams to ensure customer feedback is incorporated into product enhancements and business decisions, acting as the voice of the customer within the organization.

- Shape the end-to-end user experience through managing the CX strategy for multiple EdTech products ensuring that customer satisfaction across all engagement points is paramount, engaging, efficient, and effective.- Direct the creation, implementation and improvement of tools, policies and processes so that all relevant procedural and legislative requirements are fulfilled while delivering a quality, cost-effective service.- Hire, train, monitor, evaluate and supervise the Customer Care team's day-to-day operations to guarantee activities are audited and are in compliance with quality regulations while making sure SLAs and KPIs are being met.- Analyze and prepare reports of customer feedback on products ranges and new releases, to identify pain points as well as customer needs and take proactive steps to maintain a positive experiences.- Oversee the implementation of projects to ensure that the project cycle is completed, meeting agreed on project parameters (cost budget, timelines, scope, and quality), standards and objectives.

- Investigated and troubleshoot issues for both technical and non-technical difficulties to validate them while determining their severity and urgency.- Developed creative and adaptive solutions and workarounds to solve diverse product and customer issues.- Managed the queue by assigning tasks to different team members to ensure a balanced workflow, provided guidance to the team, and kept the ticket queue organized and accurately labeled.- Performed quality auditing and assisted in the team’s quality assurance tasks based on performance levels.- Developed a new queue managing system for the support department that ensures maximum efficiency for the team and our clients. - Maximized satisfaction by anticipating needs and offering expert support.- Mediated follow-ups between clients, our internal departments, and different partners to ensure a seamless customer experience.- Managed some of the highest value accounts in GCC & Egypt including Seazan Group, Venture Foods, Monginis, and Nola, among others.- Coached and guided junior support members.

- Onboarded incoming clients from Facebook, IOS, and Android devices to the service and acquired the needed information to validate their requests.- Assigned clients’ requests to the Elves’ team while ensuring a balanced and efficient workflow.- Became the focal point between a variety of departments to handle all communications including different procedures, pending issues, logistical amendments, and related coordinations to finalizing requests.- Investigated and handled sensitive cases and client complaints to take the proper actions and ensure maximum satisfaction upon first contact.- Coached newly hired Elves to help them navigate both soft and technical approaches to the clients and the console.- Scheduled monthly performance reviews and reported quality incidents as well as achievements.- Enhanced the console’s technical functions by reporting the needed features, improvements, and technical issues to the product team.

- Acted as an online concierge specialist and personal assassinate for 10+ customers at a time by doing extensive research, sourcing vendors locally and internationally, coordinating with operational teams, and arranging for fulfilling clients’ variety of requests.- Handled time-sensitive requests during the overnight shift and managed the queue to ensure proper resolution during the day shifts.- Planned and organized travel arrangements for high-value clients.

- Assembled and fulfilled daily orders in a timely manner.- Monitored the quality of the products and orders flow.

- Assembled a team of photographers, designers, web developers, and content creators.- Assigned tasks to each team member and scheduled weekly meetings to ensure they're on track with project requirements and deadlines.- Oversaw each member's task, assisted in any roadblocks, and submitted their deliverables after making sure they adhere to quality standards. - Facilitated change requests between the client and the team, and set their expectations with the schedule and budget impacts.

- Worked as a freelance designer creating a variety of mockups, logos, flyers, menus, business cards, and social ads.- Previous work:“Scratch Media Production” (2012/2016) (Business Cards, Flyers, Social Ads, Tickets)“Opium Cafe and Restaurant” (2015) (Premium Cards, Menu)“Invert Gravity Co.” (2014/2015) (Logo, Stationary Mock Up, Flyers, Social Ads)“Stardust Learning Hub and Lounge” (2017) (Logo, Menu, Flyers, Ads)“Horizon Events” (2014) (Logo, Social Ads, Business Cards)“Kira Productions” (2016) (Flyers)“Cut&Fit Co.” (2016/2018) (Logo, Stationary Mock Up, Flyers, Social Ads)“Cle Co.” (2017) (Logo, Business Cards)

- Organized scheduling for internal and external meetings, travel plans, conference calls, and day-to-day executive obligations.- Handled financial audits while keeping finances up to date and accurate by processing invoices and payments.- Managed quality control for business reports, preventing critical errors.

- Created a welcoming environment by providing real-life support to guests in a friendly and professional manner.- Assisted in creating engaging digital content such as newsletters, promotional videos, and designs.- Organized events held on the premises, and executed parts of the daily operations.- Helped establish community values and planned community initiatives.- Addressed guests' and partners' feedback.

"Invert Gravity" was a small private local firm that acted as an exclusive agent for a number of well-known international aviation schools worldwide. Co-Founded the company, managed and oversaw all financial, operational, and executive processes.

- Maximized property value by advising sellers on optimal changes to make prior to listing.- Determined competitive market prices by comparing listings with similar recently sold properties.- Spearheaded successful negotiations between buyers and sellers to complete sales.- Prepared documents such as representation contracts, purchase and lease agreements when needed to close deals.

A month of internship training on the basics of Photoshop and Graphic Design.