Manal Ballout

Highly motivated and results-driven with 4 years of experience at the regional level. Skilled in developing and implementing effective Sales and customer service strategies to enhance customer satisfaction, retention, and loyalty. Seeking a challenging role in a reputable organization to leverage my expertise and contribute to the company's growth.

Remote CS & Issue Agent at Lookinsure LLC (2025-07 – 2026-01)

Online Motor insurance broker

• Communicating with customers through various channels such as emails, chats etc.
• Acknowledging and resolving customer complaints.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Providing feedback on the efficiency of the customer service process.
• Managing a team of junior customer service representatives.
• Ensure customer satisfaction after sales and provide professional customer support such assupport tickets and enquiries.

Regional Commercial Operations Leader, West, Central and East Africa at Aramex (2019-04 – 2023-07)

• Designed and managed customer service initiatives, analyzed performance data, and reported on key metrics.
• Developed sales structures tailored to each franchise's needs, trained local sales teams, and ensured effective utilization of E-tools.
• Supported the implementation of commercial structures and established KPI reports for sales management.
• Conducted regular business reviews, assessed satisfaction, and presented new solutions to stations and franchises.
• Achieved an increase in customer satisfaction by implementing targeted initiatives.
• Exceeded sales targets through strategic sales planning and effective team training.

Customer Relationship Management Executive at Aramex (2014-11 – 2017-10)

• Monitored and measured customer potential, prepared regular reports for executive management, and reviewed customer segmentation.
• Conducted data analysis reports by different customer segments and ensured customer data integrity.
• Implemented a customer segmentation strategy resulting in an increase in sales revenue.
• Streamlined customer data management processes resulting in reducing errors.

Customer Management Executive at Aramex (2011-06 – 2014-11)

• Coordinated shipping processes, managed clearance procedures, and prepared export-import documents.
• Handled client communication, managed customer adjustments, claims, and quotations.
• Improved shipping process efficiency, resulting in reduction in delivery times.
• Identified and pursued new business opportunities, contributing to an increase in client base.

Customer Service and Sales at Dar al Kitab (2008-01 – 2010-11)

• Managed invoices, payments, and client records, assisted in daily JV data entry, and prepared sales orders and quotations.
• Maintained office inventory, conducted online research, and liaised with shipping companies.
• Implemented an inventory control system.
• Improved customer service processes, leading an increase in customer satisfaction

BACHELOR OF ART in POLITICAL AND ADMINISTRATIVE SCIENCES – UNIVERSITY OF SAINT JOSEPH