Nader Youssef

Accomplished and results-driven Customer Service Head with over 20 years of progressive leadership experience in logistics, express delivery (3PL/LMD), and e-commerce operations. Proven track record of managing multi-faceted customer experience divisions, transforming call center workflows, and driving a 20% improvement in CSAT scores. Strategic leader skilled in regulatory compliance (TGA), claims management, CRM optimization, and building high-performing cross-functional teams.

Customer Service Head at Zajil Express (2020-01 – Present)

• AI & Automation Integration: Spearheaded the implementation of AI-driven chatbots, automated ticketing workflows, and generative AI tools across social media and non-voice channels, significantly reducing average response times and automating resolution for high-volume routine inquiries.
• CSAT & Quality Enhancement: Drove a 20% increase in Customer Satisfaction (CSAT) scores by combining customer-centric initiatives with AI sentiment analysis and automated quality monitoring tools.
• Omnichannel Operations Management: Direct and oversee multi-channel operations including Call Center (Inbound/Outbound), Corporate Accounts, Compensation, TGA Compliance, Social Media, and Non-Voice Teams.
• Process Automation & SLA Tracking: Automated workflow routing, claims processing, and service-failure escalations within CRM systems (e.g., Freshdesk), improving operational efficiency and SLA compliance.
• Strategic Leadership: Lead, mentor, and upskill large customer service teams on AI tool adoption, fostering high performance and adherence to modern digital standards.

Customer Service Manager at Zajil Express (2018-08 – 2019-12)

• Managed inbound/outbound contact center operations, ensuring strict adherence to response SLAs.
• Established the Customer Service Quality Team, introducing structured monitoring, agent coaching, and continuous performance tracking.
• Supervised high-friction channels including Customer Relations, Claims/Compensation, and TGA Governmental Correspondence.

Customer Service Supervisor at NaQel Express (2014-12 – 2018-08)

• Managed daily customer care operations, maintaining service levels across express and logistics streams.
• Established a dedicated Customer Care Key Account Desk and specialized support teams for high-volume e-commerce and international accounts.
• Successfully launched and scaled the department's female customer service section.

Customer Service Manager – Call Center Team at FedEx Egypt (2009-09 – 2014-12)

• Managed call center operations, resource scheduling, and workforce planning to maintain high Service Levels and minimize abandonment rates.
• Spearheaded recruitment, onboarding, performance evaluations, and quality assurance coaching programs.

Customer Service Supervisor (Retail, Trace, Customer Care) at FedEx Egypt (2007-12 – 2009-08)

• Managed relationships with Top 150 Key Accounts and generated executive monthly Customer Experience Feedback reports.
• Conducted retail branch quality audits to enforce network standards.

Trace Agent / Retail Agent / Call Center Agent at FedEx Egypt (2004-01 – 2007-11)

• Resolved shipment exceptions, supported direct retail interactions, and provided frontline phone support.

Bachelor's Degree in Spanish Department, French Second Language – Alsun Faculty, Ain Shams University (2001)

High School Diploma – Al Salam College Language School (1997)