Lama Badreddin Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

-Assisted in conducting market and competitor analysis to identify customer needsand preferences.-Supported in developing Standard Operating Procedures (SOPs) and processingframeworks which resulted in improving operational efficiency.-Tailored direct customer engagement and response across social media channels,Apple App, and Play Store.-Managed first and final mile fulfilment operations, including courier teams for 3PLpartners.-Proactively managed the customer experience from order collection throughdelivery, returns, and after-sales service.-Assisted in defining, developing and executing customer experience strategies toenhance service quality and customer satisfaction.-Facilitated ongoing training and communication with call centers to improve servicequality.-Managed Net Promoter Score (NPS) using insights for continuous improvementincluding regular training sessions and feedback systems, resulting in a 20%improvement in customer satisfaction scores.-Developed and managed the customer complaint escalation and resolutionframework to effectively address and resolve issues.

Dubai, United Arab Emirates

-Managed customer support operations, focusing on service delivery and performance metrics including return management (RMA), RTO shipments, orderfulfilment and cancellation.-Led initiatives to improve customer satisfaction and operational efficiency.-Coordinated with cross-functional teams to execute service improvement strategiesensuring smooth communication and quick resolution of queries and escalationsusing Freshdesk.-Conducted performance evaluations, provided constructive feedback, and implemented performance improvement plans to motivate and develop CSrepresentatives.

• Oversaw financial needs of the project from procurement budgets to deliverables.• Enhanced strategic planning through detailed reporting of financial needs of 7 areas to be developed based on recommendations.• Reduced negotiable expenses by 5% through managing organization expenses and program costs simultaneously.• Decreased vendor costs by 30% through negotiating pricing and fees, while ensuring the continuation and enhancements of services.

• Facilitated the initiation of accounting systems while ensuring accurate and timely reconciliation of associated financials.• Managed office preparation and logistics for 60 employees during project start-up and office assets liquidation during the closeout.• Redesigned tracking systems that enhanced payment progress by 7%, with a focus on analysis and reporting.

Beirut

• Analyzed and monitored 8 accounts and 4 bank balances on daily basis to prepare bank transfer letters for payments.• Updated daily the accounting system through transaction recording for not less than 100 transactions per day.• Reconciled monthly 10 bank and petty cash statements as well as accounts payable/receivable reports.• Operated on stock and end- year inventory count for over than 100 brands in 3 warehouses.