Aghiad Saady

Managed high volume inbound and outbound leads, contributing to consistent
pipeline growth.
Qualified and converted leads by identifying client needs, budget, and invest
ment goals.
Increased conversion opportunities by re-engaging dormant leads and reviving
inactive prospects.
Supported sales agents by delivering pre-qualified, high-intent clients.
Maintained accurate CRM records to track pipeline performance and client
interactions.
Acted as first touchpoint in the sales funnel, improving customer journey and
engagement.

Led cross-functional coordination with 200+ store managers across the GCC, along with area managers and internal teams, ensuring smooth
communication, operational alignment, and timely resolution of retail and customer issues.
Manage order inquiries from the retail, coordinating updates between stores and the warehouse.
Facilitate operations requests to ensure seamless customer order processing.
Review daily orders for stock issues and coordinate with stores for fulfillment.
Weekly retail and warehouse meetings across the GCC with customer service to identify process gaps.
support retail and operations to minimize customer order delays.

Led cross-functional coordination with 200+ store managers across the GCC,
along with area managers and internal teams, ensuring smooth communication,
operational alignment, and timely resolution of retail and customer issues.
Manage order inquiries from the retail, coordinating updates between stores
and the warehouse. Facilitate operations requests to ensure seamless customer
order processing.
Review daily orders for stock issues and coordinate with stores for fulfillment.
Weekly retail and warehouse meetings across the GCC with customer service to
identify process gaps.
Support retail and operations to minimize customer order delays.

• Handled high-volume customer interactions through calls, emails, and live chat.
• Resolved customer issues professionally, ensuring high satisfaction levels.
• Conducted quality checks and provided feedback to improve service performance.
• Trained and supported new team members.
• Achieved strong performance in response time and resolution time. Superstar 2024 for outstanding performance.

Resolve customer concerns with professionalism and empathy, prioritizing high
levels of satisfaction and positive experiences.
Conduct regular quality assurance audits to assess service effectiveness and
provide actionable feedback to customer care representatives.
Guide and mentor new customer care representatives, delivering comprehen
sive training on company policies, customer interaction techniques, and service
protocols.
Achieved the highest first response time in the department, consistently main
taining an average of 7-8 seconds in live chat support.
Demonstrated exceptional proficiency in email support, attaining the fastest res
olution time in the department with an average of 15 hours, significantly improv
ing customer satisfaction and loyalty. Recognized as Eyewas Ramadan
Superstar 2024 for outstanding performance and excellence in customer ser
vice delivery.

Assisted customers with product-related questions, feedback, and complaints
through chat, email, and inbound calls.
Served as point of escalation for complex customer issues, and provide solu
tions through outbound calls.
Handled complaints calmly and professionally, providing appropriate solutions to
promote continued customer satisfaction.
Receiving inbound calls and answering all of the customers inquiries and pro
viding solutions for the complaints with escalating the non-FCR cases.

• Managed accounts payable and receivable, invoicing, and financial records.
• Maintained bookkeeping using QuickBooks and Zoho systems.
• Monitored expenses and handled client payment follow-ups.