*Built our customer service function from the ground up to support 80 tickets/day.*Restructured and optimized our operations to handle a 4x growth due to covid-19.*Handled all delivery providers and worker's schedules.*Maintained a good relation with our top customers to help with our retention plan.*Developing and implementing SOPs and monitoring end-to-end before fulfillment process to ensure all KPI's are met*Ensuring superior customer support to increase customer… Show more *Built our customer service function from the ground up to support 80 tickets/day.*Restructured and optimized our operations to handle a 4x growth due to covid-19.*Handled all delivery providers and worker's schedules.*Maintained a good relation with our top customers to help with our retention plan.*Developing and implementing SOPs and monitoring end-to-end before fulfillment process to ensure all KPI's are met*Ensuring superior customer support to increase customer satisfaction and retention rates*Optimizing inventory and ensuring all the right controls are in place especially when we had 4* growth*Managing supplier relations both in terms of stocks as well as costs which led to an increase in profit margin*Coordinate with our delivery companies partners and assign different locations to cover which resulted in a reduction in delivery timing*Analyze metrics and service levels to guide decision making and provide solutions for all the above*Established partnership with Careem, Noon and instashop which resulted in an increase of 400% of total orders and revenue. Show less

*Managed and trained a team of 25 call center agents handling 200 customer per day.*Conducted regular training on our internal IT systems (MinSat, SV), sales techniques and product knowledge*Modified the existing sales pitches to customers that resulted in an increase in conversions from 30% to 70%, and an increase in daily outgoing calls from 150 to 200 calls.*Analyzed weekly, monthly and quarterly sales and ensuring the KPIs are met.

*Managing drivers schedules and tasks in all 24 branches*Monitoring all branches delivery demands and assign drivers accordingly to make sure dilevery timing doesnt exceed 45mins*Weekly visit to all branches to ensure the staff has the right equipements(boxes,heating bags,scooters,card machines,..)*Working close with all branches managers to ensure all high quality standards are met*Assign an employee in each branch to double check (Hot food,items,customer requests..)before… Show more *Managing drivers schedules and tasks in all 24 branches*Monitoring all branches delivery demands and assign drivers accordingly to make sure dilevery timing doesnt exceed 45mins*Weekly visit to all branches to ensure the staff has the right equipements(boxes,heating bags,scooters,card machines,..)*Working close with all branches managers to ensure all high quality standards are met*Assign an employee in each branch to double check (Hot food,items,customer requests..)before dispatch which resulted in a significant decrease in missing items and food complaints Show less

*Managed a team of 20 call center agents, covering delivery and operations services for 24 Burger King branches across Lebanon.*Prepared shift schedules, defined KPIs, monitored service quality and managed team’s payroll.*Trained the team on the internal system (Omega) and up-selling techniques.*Designed a monthly recognition program for top performers.*Raised the average order amount from 14$ to 17$ by adapting effective up-selling techniques.*Ensured timely delivery across… Show more *Managed a team of 20 call center agents, covering delivery and operations services for 24 Burger King branches across Lebanon.*Prepared shift schedules, defined KPIs, monitored service quality and managed team’s payroll.*Trained the team on the internal system (Omega) and up-selling techniques.*Designed a monthly recognition program for top performers.*Raised the average order amount from 14$ to 17$ by adapting effective up-selling techniques.*Ensured timely delivery across all 24 branches, achieved target KPIs by answering all calls, and targeted call duration, resolved issues. Show less

*Started as a customer service agent, and got promoted to a team leader within a year.*Managed the team of 25 customer service agents (preparing schedules, monitoring attendance, and daily calls, providing feedback).*Set, monitored and achieved individual and team’s KPIs (>400 calls/day).*Attend training (etiquette training, product knowledge training).*Handled cold calls and difficult customer cases.*Ensured that 85% of incoming calls are answered in Less than 30… Show more *Started as a customer service agent, and got promoted to a team leader within a year.*Managed the team of 25 customer service agents (preparing schedules, monitoring attendance, and daily calls, providing feedback).*Set, monitored and achieved individual and team’s KPIs (>400 calls/day).*Attend training (etiquette training, product knowledge training).*Handled cold calls and difficult customer cases.*Ensured that 85% of incoming calls are answered in Less than 30 seconds.*Got recognized as a top performer team in 2013. Show less

*I started as a check-in agent and got promoted to Flight Responsible (handling passengers who were denied boarding and difficult customer cases).*Solely handled the check-in process for planes (>128 passengers).*Created and managed the team’s attendance schedule.*Attended many training sessions(airline crisis management, airline security,).