Operations & Community Director

• May 2022 - Present

Customer Performance, Complaints & Quality Supervisor

• Feb 2022 - May 2022

Seller Operations, Team Manager

• Jul 2021 - Feb 2022

 Handling KSA dispute queues (Forward & Reverse) Conducting new hires interviews Approving / Reviewing high disputes cases Tracking team performance and ensuring other departments are following the agreed SLAsManaging Noon VIP sellers dispute and related complaintsResponsible for managing highly repeated sellers queue  Handling KSA dispute queues (Forward & Reverse) Conducting new hires interviews Approving / Reviewing high disputes cases Tracking team performance and ensuring other departments are following the agreed SLAsManaging Noon VIP sellers dispute and related complaintsResponsible for managing highly repeated sellers queue

Marketing Analyst - VAS

• Jun 2020 - Nov 2020

 Responsible for all marketing vouchers (Influencers, Performance, Engagement & Offline activities) & cart price rules discounts  Manage all marketing activities for new brands acquired on Jumia Working with marketing channels to make seasonal campaigns holistic  Full understanding of 360 activations – On-ground activity Responsible for executing all marketing VAS packages, Paid campaigns & Marketing contribution  Participating in all customer’s acquisition initiatives & responsible for ecosystem project Provide Jumia sales team with weekly commercial plan deals to generate revenues. Deliver training sessions to sales team to increase NMV and make them more effective and efficient in providing customer`s full information.  Handling weekly marketing communication plan for JumiaPay / Jumia Rewards on Jumia ecommerce website.

JumiaPay Operations Manager

• Jun 2018 - May 2020

• Set up processes, procedures, and best practices for operations, and customer service.• Monitor overall tickets SLA reports & Queues (JPay – JOne – JPay Fraud)• Manage Jumia Pay/One 2nd Line Ticketing system through Sales Force and mange day to day operations:• Sending Daily SMS communication with JPay customer`s refunds• Responsible for fraud cases with Risk and Fraud team.• Responsible for KYC documents.• Verifying KYC documents to Risk team in NG.• Troubleshoot and escalate related platforms technical issues to concerned teams (Porto technical team, JPay technical team).• Being the Focal point for all communication/escalations related to JPay/One with Mall side.• Do the manual/exception refunds for the customers from MasterCard payment gateway direct.• Handle all payment instrumental removal on JPay backend.• Attend weekly calls related to JPay progress and roadmap.• Report all issue on the spot and do health check to make sure that all transactions are going smoothly.• Handle all Fawry projects and all related issues (Payments – Refunds –JOne).• Manage the operations between JPay & other functions to ensure that the work flow & business operations are working efficiently• Follow up on all escalated / pending issues.• Cascade all new JPay/One updates/Campaigns with all concerned departments.• Ensure workload and workforce management objectives are met to meet the demands of the aggressive marketing campaigns.• Manage Reporting on all business streams.• Responsible for communication with all business related stakeholders locally and on Central level.• Delivering training to JPay/One to CS team.• Responsible for coaching and developing team members.• Responsible on spotting and developing all business/process/platforms gaps with relevant stakeholders.

Customer Service Manager

• Feb 2017 - May 2018

 Identifying performance improvement opportunities across teams to drive efficiency & customer satisfaction. Run periodical customer satisfaction reports and analyzed customer feedback (NPS, Customer Satisfaction). Responsible for overseeing full recruitment of the department. Monitoring overall order SLA reports. Provided day-to-day supervision and management of directly assigned team of Agents. Ensure that agents have a clear understanding of performance expectations, that they are properly trained and that they have the tools they need to perform at high levels of productivity.  Administering payroll in accordance with company policy and procedures.  Managing team metrics and retention goals. Conducting performance appraisal for the team. Set up processes, procedures, and best practices for operations, and customer service. Managing the projects related to the customer service department to enhance our NPS & CSAT positively. Responsible for CPA (Consumer Protection Agency) complaints and related issues. Reviewing & updating the company terms & conditions. Manage the operations between the customer service & other functions to ensure that the work flow & business operations are working efficiently Achieving customer service & operations objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing operations action plans; implementing production, productivity, quality, and customer-service standards; resolving. Delegating tasks to Team Leaders and Issues instructions and assigning duties to team members Randomly monitoring calls to confirm that they are being dealt within a professional manner Coming up with 'on the spot’ solutions to customer complaints or general problems Ensure workload and workforce management objectives are met to meet the demands of the aggressive marketing campaigns.

Customer Service Team Leader

• Feb 2014 - Jan 2017

 Facilitate training of new staff and coach team members in an effective way Monitor all assignments to ensure data integrity  Plans, prepares, and devises work schedules, according to workloads Issues instructions and assigns duties to the team Communicates with other departments and management to resolve problems and expedite work Resolves complaints and answers questions of users regarding services and procedures Reviews and checks work of team such as reports Handling all types of refunds (Cash – Credit Card – Bank – Postal Transfers) Verifying all type of Credit Card orders through AAIB portal Ensure all individuals in the team and the team itself accomplish performance objectives and measures by motivating them to perform better in order to consistently meet / exceed all targets Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary.  Practicing and ensuring compliance with that of all the organization’s policies and procedures. Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and customer operations targets. Ensure all team members adhere to Jumia policies and procedures. Be a point of escalation in the handling of customer queries and complaints to the point of resolution Be responsible for the real time activity and agent productivity within the contact center. Creating the monthly annual plan for the whole team.

Customer Service Representative

• Feb 2013 - Jan 2014

 Handling customer’s inquiries, cross selling and up selling. guide customer`s about products descriptions and specs. Follow up with customers on (returned items, out of stock, cancellations and other issues to be resolved. Responsible for handling orders confirmation ensures 24 hours response  Ensure that each customer receives outstanding customer service by providing a friendly environment, which includes greeting and acknowledging every customer, maintaining solid product knowledge and all other aspects of customer service. Support of new staff and coach team members in an effective way. Communicates with other departments and management to resolve problems and expedite work Resolves complaints and answers questions of users regarding services and procedures, and handling supervisor calls. Answering customers emails & ensures 24 hours response. conducting NPS customer`s survey.

Customer Service Representative

• Jan 2012 - Feb 2013

Customer Service Representative (High Value Customers) Meets commitments to customers. Identify voice skills and how to enhance a good telephone presentation. Capable of handling customer’s complaints, balance and billing dispute. Working as 1st line Technical Team to sort out customer problems they face with mobile phones (iphone, blackberry or any other phones) and USB modems Apply appropriate actions to effectively control a telephone call. Apply the proper telephone etiquette to satisfy various customer situations. Use the most appropriate way to communicate with different behavior types on the telephone. Follow up all customers related issues and provide timely feedback to Etisalat Egypt high value customers.

Customer Service Representative

• Jan 2009 - Dec 2011

Customer Service Representative for (UAE) - (Directory inquiry)Providing off shoring directory assistance service for UAE customers enabling them to get full information on locations & important places. Achieved the highest rank in 2010.Team delegate. Supporting training team.Mentor and support new comers. Customer Service Representative for (UAE) - (Directory inquiry)Providing off shoring directory assistance service for UAE customers enabling them to get full information on locations & important places. Achieved the highest rank in 2010.Team delegate. Supporting training team.Mentor and support new comers.