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
