Yasmin Mousa Email and Phone Number

- Developing and Executing E-commerce Strategies:Led the planning and execution of e-commerce strategies across multiple online stores on platforms like Salla and Zid.Defined the sales growth roadmap, launching targeted marketing campaigns and promotional offers to boost revenue.- Managing Cross-Functional Teams: Supervised and developed multiple teams including: Customer Service Team: Ensured exceptional service delivery, trained agents, and improved customer satisfaction metrics. Operations Team: Oversaw day-to-day operations and ensured smooth coordination across all functions. Order Confirmation Team: Managed the accuracy and efficiency of order validation processes to reduce errors. Shipping and Fulfillment Team: Monitored shipping operations to ensure timely delivery and seamless logistics.- Optimizing Payment and Fulfillment Operations:Integrated advanced payment solutions like Tabby and Tamara, improving checkout efficiency and customer experience.Managed relationships with shipping companies to ensure reliable and timely order fulfillment.- Overseeing Inventory and Warehouse Operations:Monitored warehouse operations, ensuring accurate stock management and optimized order processing.Streamlined workflows, reducing order fulfillment time by 20% and minimizing stockouts during peak periods.- Enhancing Customer Experience and Satisfaction:Launched new customer service programs, resulting in improved response times and higher satisfaction scores.Designed and implemented return and exchange policies, fostering trust and enhancing brand loyalty.- Coordinating Operations Across Departments:Collaborated with sales, marketing, and inventory teams to align strategies and provide a seamless customer journey.Provided actionable insights from customer feedback to improve product offerings and promotional strategies.

- Leading and Managing Multiple Teams:Supervised customer service, shipping, and accounting teams, ensuring seamless coordination and achieving performance goals. Developed and motivated teams through continuous training and feedback to enhance service quality and efficiency.- Handling Customer Inquiries and Issue Resolution:Managed customer inquiries and provided support via phone, email, and social media, ensuring prompt and effective resolution of any issues.- Analyzing and Improving Customer Experience:Collected and analyzed customer feedback to identify areas for improvement. Implemented strategies to enhance customer satisfaction and foster brand loyalty.- Managing Complaints and Escalations:Handled complex complaints and escalated cases when necessary to ensure swift resolution. Documented and analyzed complaints to prevent future issues.- Preparing Reports and Analyzing Performance:Prepared periodic reports on customer service performance and satisfaction metrics. Used data insights to identify performance gaps and develop improvement strategies.- Monitoring Shipping and Warehouse Operations:Coordinated with shipping providers to ensure timely deliveries and keep customers informed about their orders. Oversaw warehouse operations to maintain accurate inventory and smooth order fulfillment.- Coordinating Operations Across Departments:Worked closely with sales, marketing, and inventory teams to align operations and ensure a seamless customer journey. Provided actionable feedback to other departments based on customer insights.- Ensuring Compliance with Policies and Procedures:Ensured that all operations complied with company policies and procedures, maintaining high service standards and adherence to best practices in customer service.

- Managed inventory and order fulfillment processes, ensuring accurate and timely delivery of products.- Coordinated with shipping companies and oversaw warehouse operations, optimizing workflow and efficiency.

- Designed and delivered customized training programs for small and medium enterprises such as Burger King, La-poire, Fawry, Sadad, Misr Al-kheir, and Kasrawy Group accounts enhancing service delivery and customer satisfaction.- Create a Knowledge Base for Burger King and La-poire accounts.- Provided ongoing support and guidance, contributing to improved team performance and operational efficiency.

- Trained new support team members in Etisalat Misr account on customer service protocols, enhancing team capabilities and performance.- Implemented targeted training initiatives, resulting in improved service quality and customer satisfaction.

- Delivered exceptional customer service, effectively handling inquiries and resolving issues to enhance customer satisfaction and retention.- Utilized strong communication and problem-solving skills to address customer concerns and improve service quality.