Reem Wael

Results-driven Customer Experience Manager with over 4 years of leadership experience managing support operations, coaching associates, and driving Voice of Customer (VoC) initiatives in fast-paced environments. Proven track record in establishing CX frameworks from scratch, handling complex escalations, and analyzing interaction data to implement product and service enhancements. Skilled in CRM system management, rotational shift management, KPI performance tracking, and cross-functional collaboration to deliver seamless customer journeys.

Fluent in English and Arabic.

Customer Experience Manager at AIM Technologies (2025-08 – Present)

• Built and scaled the CX function, establishing standard operating procedures, performance metrics, and personalized coaching programs for front-line support staff.
• Empowered cross-functional teams to confidently resolve high-tier customer complaints, analyzing root causes to eliminate recurring operational friction.
• Established automated dashboards to track NPS, CSAT, and CES metrics, continuously evaluating individual agent productivity and overall service delivery.
• Championed enterprise VoC programs, synthesizing feedback and operational data to guide Product, Sales, and Support teams toward ongoing product enhancements.

Senior Research and Insights Executive at AIM Technologies (2024-04 – 2025-08)

• Conducted in-depth research and analyzed customer interaction trends to deliver actionable performance reports for executive decision-making.
• Investigated and validated complex product complaints and bugs, coordinating directly with technical and product teams to ensure prompt resolution.

Customer Experience Manager at Zvendo – Business Boomers (2022-11 – 2024-04)

• Led and mentored two operational teams across Customer Support and Onboarding, conducting regular 1-on-1 coaching, performance reviews, and training.
• Managed team schedules, overtime, and shift adherence to maintain high-quality service delivery during peak operational windows.
• Implemented comprehensive CRM, Ticketing, and Knowledge Base systems, establishing clear SLAs and contact reason taxonomies to boost agent efficiency.
• Proactively identified UI/UX challenges prior to live platform releases, collaborating with design and dev teams to optimize customer touchpoints.
• Compiled end-of-month service performance and customer acceptance reports, presenting strategic findings directly to Board members.

Customer Experience Team Leader at Zvendo – Business Boomers (2021-08 – 2022-11)

• Guided daily support operations, monitored agent KPIs, and handled critical escalations while maintaining high team morale and accountability.
• Streamlined agent workflows and designed onboarding manuals for new hires to accelerate team ramp-up times.

Senior Customer Experience Agent / Agent at Zvendo – Business Boomers (2020-05 – 2021-08)

Delivered omni-channel customer support, consistently exceeding satisfaction benchmarks and resolving multi-step technical inquiries.

Volunteer SDG at United Nations (2018 – 2019)

Account Manager at Law TV (2018-07 – 2018-09)

Sales Executive at Emerging Media (2016 – 2017)

Master of Arts in Private Law – Ain Shams University (2020 – 2021)

Diploma in International Trade – Ain Shams University (2020 – 2020)

Bachelor of Arts – Ain Shams University (2015 – 2019)