Customer Success Manager

• May 2023 - Present

Professional Services Consultant

• Oct 2020 - Mar 2023

• Consult and onboard new clients assuring full implementation to achieve needed workflow using documented agreements. • Trained 3 layers of employment throughout the onboarding process. • Established and Fixed Networking issues facing existing clients. • Partnered with business leaders to deliver services that support company objectives and goals with corporate values. • Increased sales volume by expanding product line to new and potential clients including warehouses, supply chain, and delivery services. • Managed order cycle to enhance business development and maintain sustainability and customer satisfaction. • Informed leads and customers on current promotions to increase sales. • Worked with sales teams to determine the best strategies to increase customer interest and purchases. • Attended meetings with the tech team to obtain knowledge on products to sell and promotions to push. • Maintained updated records in the CRM system, supporting account management and communication. • Increased client acquisition and lead conversion through proactive research and networking. • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients. • Provide advanced Tier 2 Tech support to non-technical internal users through Calls, Emails, and on-site Meetings. • Submit and Calibrate Technical tickets for New Bugs and client Feature Requests. • Scheduled inventory counts and supply audits in Egypt Office to track shrinkage and inform Purchasing stick holders. • Produced monthly reports using an advanced Excel spreadsheet. • Designed and developed schema data models for the operations team KPIs. • Executed successful marketing events, open houses, and display shows for products. Show less

Virtual assistant Supervisor

• Nov 2020 - Dec 2021

• Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices, and facilitation of a proactive work environment. • Collected confidential financial information from clients to construct comprehensive financial plans. • Investigated, documented, and submitted information to the Quality Department about special incidents, events, and complaints. • Encouraged creative thinking, problem-solving, and empowerment as part of the facility management group to improve morale and teamwork. • Kept stakeholders up-to-date on details pertaining to client projects. • Delivered outstanding service to clients to maintain and extend relationships for future business opportunities. • Interacted with clients on regular basis to quickly alleviate issues and provide project updates. • Established performance and service goals and holds associates accountable for individual performance. • Delegated tasks to exist support team members and used cloud-based tools to help solve complex business issues. • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls. • Streamlined operational efficiencies by delivering recommendations for knowledge-based processes and procedures. • Established relationships with key decision-makers within the customer's organization to promote growth and retention. Show less

Customer Care Supervisor

• Oct 2019 - Nov 2020

• Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction. • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions. • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction. • Trained staff on operating procedures and company services. • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions. • Managed overtime, shift swaps, breaks and PTO requests. • Created training materials for new employees to provide information about attendance guidelines. • Worked with management to develop strategic and tactical plans to meet different requirements. • Set and adjusted to schedules to maintain optimal coverage and service levels. • Improved quality processes for increased efficiency and effectiveness. • Monitored social media and online sources for industry trends. • Delivered friendly assistance with new hires throughout interviewing and hiring process. • Executed Monthly Performance Plans with representatives to identify production gaps. • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning. • Managed personnel, including scheduling for agents and product specialists to foster increased productivity. Show less

Customer Care Performance Manager

• Dec 2016 - Oct 2019

• Assisted L&D / Recruitment Team with new hire processing and existing training programs• Led team of 25 members while providing exceptional customer service• Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals• Coordinated weekly meetings for internal and external groups, including teleconferences, interacting with all levels of management• Established open and professional relationships with team members which helped resolve issues and conflicts quickly• Increased efficiency and performance by monitoring team member productivity and providing feedback• Maintained financial accounts by processing customer adjustments• Prepared Sales reports by collecting and analyzing customer information• Initiated up-sell techniques to increase sales, boosting sales 18% in 3 Month• Handling Delivery with the workforce Team to ensure achieving 105% of the required hours• Managing the engagement team Alexandria Level for 2 years to have better work Environment for the employees• Achieving the Service Level and the 80/20 by reducing the AHT by 105 Second in 2 Weeks• Set and achieved sales targets for NBA Show less

Customer Service Representative

• Jul 2016 - Dec 2016

• Answered constant flow of customer calls with up to 55 calls in queue per Day

Research And Development Specialist

• Aug 2018 - Mar 2019

• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions • Sorted and distributed Tasks between departments and personnel • Set, enforced and explained HR policies to team members to cultivate compliant and satisfied workforce • Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements • Maintained work structure by updating job requirements and job descriptions for all positions • Improved project success rates with solid staff coaching, performance monitoring, quality assurance and effective problem resolution • Communicated with potential hires to provide clarity on expected tasks, compensation and policies • Planned, monitored and appraised employee work results by training managers to coach and discipline employees • Implemented and coordinated development of HR programs and services • Oversaw and managed hiring process and assisted human resources Show less

Accommodation manager

• Apr 2016 - Feb 2017

• Established internal databases and record management systems to ensure accuracy and integrity of all documentation and data • Hired and trained new employees, demonstrating best methods for serving clients and guests • Booked large groups for seminars, conferences and other events, providing best available room rates • Supervised team of 16 front desk agents and helped to resolve issues arising during shifts • Developed long-lasting relationships with outside vendors, including restaurants, so that guests could secure valuable deals on services and meals • Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings • Negotiated agreements between The Company and Hotels to secure more revenue to the company • Monitored social media and online sources for industry trends Show less

Executive Secretary

• May 2014 - Jul 2016

• Responded to emails and other correspondence to facilitate communication and enhance business processes • Handled all scheduling for director's calendar and prepared meeting agenda and materials • Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team efficiency • Worked with UNAIDS to coordinate and complete special projects for Ministry of Heath • Worked with senior management to initiate new projects and assist in various processes • Managed, tracked and monitored financial updates, watch lists and insurance files • Completed daily accounting tasks including tracking funds, preparing deposits and reconciling accounts • Partnered with auditors to prepare yearly audits and ensure compliance with governmental tax guidelines • Maintained and processed invoices, deposits and money logs • Worked with management at project level to achieve expense plans Show less