Amira Mzaiel

Developed and executed customer care strategy aligned with company growth objectives.
Led and managed multi-channel customer support operations (phone, email, chat, social media).
Oversaw recruitment, onboarding, training, and performance management of frontline teams.
Established and monitored KPIs including response time, resolution time, CSAT, and service quality metrics.
Reduced complaint resolution time through structured escalation frameworks.
Improved customer satisfaction through process optimization and QA initiatives.
Designed and implemented daily performance dashboards to monitor inquiry and complaint volumes across channels.
Analyzed customer feedback data to identify trends and root causes, driving service improvement initiatives.
Collaborated with Operations, Sales, and Marketing to enhance the overall customerjourney.
Managed departmental budget, workforce planning, and CRM system enhancements.
Handled high-level escalations and protected brand reputation through effective crisis management.
Initiate contact and build relationships with influencers or their representatives.
Request, receive, and track quotations and proposals for collaboration.
Help plan and launch marketing campaigns
Coordinate timelines and deliverables
Ensure campaigns go live on schedule
Track performance metrics
Coordinated cross-functional teams (operations, design, marketing) to ensure alignment on product goals and timelines
Tracked project milestones, deliverables, and deadlines to support on-time product development and launches
Maintained and updated product documentation, including requirements, specifications, and progress reports
Supported product launches by coordinating timelines, internal communications, and readiness activities
Collected and analyzed customer feedback and basic performance data to support product improvements
Managed product catalog updates, including SKUs, pricing, product descriptions, and high-quality images for online
platforms
Communicated directly with manufacturers and B2B clients to coordinate orders, requirements, and production
timelines
Created and managed purchase orders (POs), invoices, and quotations in line with business and client requirements
Handled RFQs (Requests for Quotation) by sourcing pricing, negotiating terms, and ensuring timely responses to
clients
Coordinated with suppliers to ensure product specifications, quality standards, and delivery schedules were met
Built and maintained strong relationships with vendors and business clients to streamline procurement and sales
processes

Managed and grew brand social media presence across platforms.
Created content strategy, visuals, and captions aligned with brand identity.
Launched targeted paid advertising campaigns.
Handled online customer engagement and inquiries.
Contributed to brand visibility and engagement growth.

Managed finance-related customer accounts.
Resolved inquiries and complaints in compliance with financial regulations.
Generated inbound/outbound performance reports.
Coordinated with internal departments to ensure service efficiency.
Maintained high levels of customer satisfaction.

Managed inbound customer calls and service requests.
Scheduled maintenance and coordinated with engineers.
Ensured timely service delivery and customer satisfaction.