• Formulating the Customer Service strategy to boost CSAT and aligning it with the company's OKRs.• Driving Voice of Customers (VOC) initiatives and providing senior leadership with customer feedback, data, and insights.• Enhancing the overall customer experience across all touchpoints.• Collaborating with cross-functional teams and leadership to prioritize and address customer pain points and opportunities.• Driving, monitoring, and engaging stakeholders to ensure the implementation of action plans that drive overall customer satisfaction.• Managing the overall service delivery operations across the service management platform to ensure compliance with SLAs and quality standards.• Identifying bottlenecks or issues in service delivery processes and implementing improvement solutions.• Recruit, onboard, and train new joiners (permanent and temporary)• Make sure the CS SOP is followed & and updated to ensure we maintain smooth processes that delight the shopper in every interaction they have with us.• Lead and coach a team of agents and Shift leads as well as their schedules, attitudes, communication, and performance to convey the highest level of professionalism & and care in adherence to our SOPs and vision.• Working on Chat Bots to enhance the CSAT and save overall cost.

✅ Help small and medium companies improve their customer satisfaction and find and fix process gaps.✅ Build the customer service department from the ground up.✅ Diagnose weak points and process defects that lead to customer dissatisfaction (Customer journey enhancement).✅ Implement customer feedback systems to continuously improve service quality.✅ Train and mentor customer service teams to ensure high performance and consistency.✅ Develop and document customer service policies and procedures.✅ Utilize data analytics to identify trends and areas for improvement in customer service.✅ Implement customer relationship management (CRM) systems to streamline interactions and improve customer experience.✅ Establish performance metrics and regularly review them to ensure goals are being met.✅ Coordinate with other departments to ensure seamless customer service and resolve any cross-functional issues.✅ Conduct regular customer satisfaction surveys to gauge success and identify areas for improvement.✅ Develop and implement strategies to reduce customer churn and increase loyalty.✅ Create comprehensive training programs to keep the customer service team updated on best practices and new tools.

• Lead a team of 10 support and tech agents to assist customers in resolving technical and other issues• Coordinate with product tech teams to identify and report technical issues and bugs affecting customer experience• Serve as the point of contact (POC) for collecting and delivering technical issues to product tech teams for resolution• Monitore and tracke technical issues to ensure timely resolution and customer satisfaction• Conduct regular team meetings to discuss progress, share best practices, and identify areas for improvement• Manage team performance and provide coaching and feedback to improve technical and customer service skills• Maintain accurate and detailed records of technical issues and resolutions• Collaborate with internal stakeholders to identify and resolve customer application issues and internal system bugs

🚚About Trella:- Trella is a YC-backed technology company that connects shippers to carriers in the widely fragmented freight industry with a mission to induce structure. 📑 Projects/Achievements​:- Successfully implemented a Customer Satisfaction (CSAT) process at no additional cost, resulting in a satisfaction rate of 4.9 out of 5 within three months. Additionally, I reduced the Service Level Agreement (SLA) for ticket resolution from 45 days to 24 hours, again at no extra cost, by streamlining the escalation process and collaborating with other teams.Developed a robust reporting system using Google Sheets, despite the challenges posed by dynamic data, which contributed to increased operational efficiency at no additional cost. As a result, the time to close tickets was reduced from 7 days in June 2021 to 2 hours and 16 minutes in January 2022, resulting in a carrier satisfaction rate of 4.92 out of 5.Initiated and oversaw the migration from Salesforce to Intercom, resulting in improved customer experience and engagement at a lower cost. I also implemented daily measurement of CSAT.📋Scope:- Lead a team that provides support to truck drivers and fleet partners, resolving financial issues, conflicts between carriers and shippers, and any other issues that may impact their experience with Trella.Responsible for developing, deploying, and tracking my team's Community Excellence KPIs progress. I also drive the successful execution of cross-functional programs and serve as a trusted partner to the Ops Services organization.In my role, I am responsible for defining and implementing customer success objectives, strategy, and tactics and maintaining overall team health and engagement. I also handle WF management duties, including hiring CSRs and setting up the infrastructure for Community Excellence at Trella.I am skilled in stakeholders management and delivering training in customer experience enhancement.

📋 Achievements:- ✅ Launch “Courier care program” which work via selecting the lowest 10% couriers performing and have coaching sessions and 1:1 meetings to improve their performance on monthly basis, which results in significant improvement in our two main measures along with them on “road follow up program” launched earlier enabling 🟢 Seller visit success rate hit a record of 100% across the event period. 🟢 RTO/RTN success rate hit a record of 96% vs 82%.✅Material fulfillment adherence hit 100% across the event period with zero seller complaints or out of stock issue in any of the stations, which was enabled through the new process launched in Sep Daily material call. 🟢 Daily main warehouse tracker. 🟢 Daily Stations tracker. 🟢 Online seller request form.✅Total pickup of 39632 shipments on time with only 10% of the needed ramp-up to have cost-effectiveness during the peak, which was enabled by 🟢Multicycle pickups: vehicles make two rounds during working hours behind vehicle full.🟢On area vehicle support: used for far areas, support vehicle sent to support full vehicles.🟢Increase frequency of linehaul through the day.🟢DEA exceeding target >98% across the event period.📋Duties:-• Maintaining a safe work environment by identifying and addressing safety opportunities• Managing and training a team of 40 associates to deliver high-quality customer service• Ensuring that customer orders were fulfilled according to quality and safety guidelines• Communicating critical shift information to management and operators• Adjusting labor allocation to meet and exceed plans and forecasts• Collaborating with other departments and support functions to address performance issues such as process area readiness, 5S, safety, and training• Analyzing data and optimizing processes to solve logistics and supply chain challenges.

Boxit4me is a startup that was founded in 2019 and it works like Shop&Ship the Aramex company (Delivery and Logistics)My responsibilities domain,Customer Experience improvement - Client Management - Process enhancing - People management - Service delivery - Operational Excellence - Customer relationship

Achievements;-I successfully increased the number of resolved Service Requests (SRs) from 2000 to 2800 within three months. Additionally, I was able to improve the team's Net Promoter Score (NPS) by 30% within four months.• As the manager of a team of 17 Incident Management Team members, I was responsible for:• Achieving a target number of SR cases on a monthly basis (Tech issues 2nd Line)• Training and mentoring team members on the Vodafone way and helping them meet their monthly KPIs• Using the GROW coaching model to support team development and goal attainment• Establishing a shared vision for the team and effectively communicating it• Setting clear goals and expectations that aligned with the shared vision and supported team success.• Answer, guide, and advice my team members on Tech knowledge and Mobile bugs and system defects.

• Answer Tech Reps Questions, • Deliver Tech knowledge training to new joiners and help them get on track. • Assess the need of the customer• Report FAQs from the Tech Reps and help in getting answers and insights. • Represent Vodafone in the most professional manner• Help in solving complicated Tech issues and advice on best practices. • Cross-selling and offer solutions to upgrade Tech Services.

• Reporting defects in the CRM system and creating service requests to resolve them• Managing customer accounts on the CRM, including recording and updating account information• Resolving customer issues with products or services by clarifying their complaints, identifying the root • cause of the problem, selecting the best solution, and following up to ensure resolution• Processing customer adjustments and maintaining financial accounts• Analyzing customer needs and recommending potential products or services to management• Collecting and analyzing customer information to prepare product or service reports• Collaborating with the team to achieve related results• Handling a high volume of incoming calls and generating sales leads.

Atheeb Project (Software - Internet - Tech Support - LTE)• Led a team of tech support representatives• Provided assistance to customers in resolving their tech and internet-related issues• Managed team's performance and ensured timely resolution of customer issues• Trained and coached team members to improve their technical skills and customer service• Collaborated with other departments to improve the overall customer experience• Maintained records of team's performance metrics and reported to upper management• Implemented process improvements to enhance team productivity and customer satisfaction.

• Resolved customer tech issues through phone and email support• Coordinated with on-ground tech representatives to ensure efficient and effective service delivery• Maintained open communication channels with on-ground tech reps to address customer issues and provide timely updates• Utilized problem-solving and troubleshooting skills to assist customers with technical issues• Followed established procedures and guidelines to ensure consistency in service delivery

Customer Support.