Ashtanga Yoga Instructor with Yoga Therapy back ground delivering multi style flow, Ashtanga and Yoga therapy classes

* Founded in 2018 to become one of the top 5 online platforms to provide party decoration supplies, customized balloon decorations & cake toppers in Doha.* Monitored utilization for products availability and cost* Anticipated customer needs and expanded product categories specially during COVID* Improved service & product offering by relying on VOC* Followed up with customers to obtain feedback or offer any additional support* Delivered fast and satisfactory service to customers

* Designed B2B C-level escalation complaint handling matrix and acted as the focal point to enhance & monitor the complaint responding time by key stakeholders* Established Quality Compliance Module for B2B non-technical complaints handling* Created B2B weekly/ monthly reports for customer requests and complaints to manage performance, quality and team effectiveness* Conducted deep dive analysis for B2B complaints to understand customer trends & pain points, SLA fulfillment & reported findings and corrective actions.* Provided one to one coaching sessions or team upskill training if needed to improve complaint handling & SLA fulfillment.* Conducted different analysis to determine any incompliance of B2B process handling.* Conducted utilization exercise to support man power decisions and changes* Prepared Top management presentation for all performance report for the team* Worked effectively with diverse teams to map B2B missing processes and made sure they are aligned with our framework* Prepared reports of findings, illustrated data graphically, and translated complex findings into written text

*Acted as B2B Sales focal point to discuss customer requirements for new product/service with Marketing teams based on historical data analysis & growth targets.* B2B content & communication management including SharePoint, email, web portal & SMS as well as B2B customer contact database & B2B CSAT contact base.* Prepared reports of findings, illustrated data graphically, and translated complex findings into written text, this included B2B customer campaigns progress, B2B customer events, Sales/Post Sales online feedback survey, red alerts & CSAT.* Performed evaluations of customer industries to tackle new product/service requirements. competitors, including pricing, sales histories and marketing methods.* Reported any red alert topic to the top management that might impact both customer experience and CSAT in order to develop a plan to mitigate any risks.* Created & managed different online surveys including Sales & post sales customer satisfaction survey & Staff feedback survey to tackle their pain points& develop a plan with top management to close any gap.* Managed Customer Event from inception to completion, including invites, logistics, survey & lead identification & Analyze event reports analysis.* Ran deep dive analysis for B2B CSAT scores & worked with different teams to enhance customer experience and toward better CSAT scores.

* Prepared Net Promoter Scores (NPS) report of findings, illustrated data graphically, and translated complex findings into written text on weekly & monthly basis.* Ran NPS deep dive analysis including customers’ verbatims to understand their pain points& New launch & changes guilt factor.* Worked closely with all customer experience team members including quality, training, communication & compliance teams to close any gaps that appears in NPS verbatim within a specified time frame.* Managed Staff Focal point sessions (Pit Stop) from inception to completion; including conducting session, evaluating recommendations, testing period and monitoring ROI to improve customer experience, revenue & cost saving opportunities.* As-is process and to-be process mapping.* Reported on call center staff violations to Operation managers for proper action to be taken and enhance staff attitude, customer experience & NPS scores

* Managed & enhanced large- scale content for Vodafone UK through successful cross functional collaboration on scope, roadmap & deliverables* Reviewed, edited & improved VF UK content contribution on knowledge base,Share point or emails with focus on consistent brand messaging* Improved employee KPIs & knowledge with conducting various tool analysis, constructive feedback and proactive mentoring* Reviewed product/service launch, process, policy or procedures & reported inefficiency to correct stakeholders* Delivered orientation sessions for new Team Managers about our team’s function

* Managed Vodafone New Zealand- Egypt site communication & coordinated with stakeholders to ensure Vodafone New Zealand online knowledge base & website is up to date* Guided smooth product/service implementations within Vodafone New Zealand through effective communication & alignment with stakeholders* Identified processes or procedures that don’t support customer experience and recommended improvements to stake holders* Conducted & prepared up-skilling training content to cover all product knowledge gaps* Succeeded to enhance customer service representatives’ knowledge* Detected and addressed system issues with continuous monitoring strategies.

* Handled core, medium, high and premium customer segments of Vodafone New Zealand with* Worked effectively with diverse teams to accomplish daily objectives.* Handled customer's escalations without supervision and resolved their complaints* Escalated customer issues, knowledge gaps, process inefficiency to stakeholders

* Translated English-Arabic and Arabic-English documents.* Public relations.* Proposal writing* Fund raising.* Contacting donors