أسماء يوسف

• Act as a strategic coordination hub between Customer Experience, Logistics, E-commerce, and
Store Operations, ensuring seamless omnichannel service delivery and operational alignment.
• Drive service performance improvements by analysing delivery timelines, customer behaviour
insights, and operational KPIs to identify root causes and implement efficiency enhancement
initiatives.
• Lead resolution of high-impact customer escalations by managing cross-department
investigations, developing corrective action plans, and ensuring brand-aligned customer
communications.
• Maintain governance over operational and customer data integrity across internal platforms,
supporting compliance standards and reporting accuracy.
• Develop executive performance dashboards and analytical reports, enabling senior leadership to
monitor service performance trends and support strategic decision-making.
• Support business continuity and operational excellence projects by identifying workflow gaps and
recommending scalable automation and process optimization solutions.
• Partner with Marketing and CRM teams to analyse customer sentiment, feedback trends, and
behavioural insights to improve customer journey mapping and service personalization strategies.
• Contribute to organizational development through training support, onboarding facilitation,
knowledge documentation, and internal engagement initiatives.
• Support internal CX transformation initiatives aligned with business growth, retention strategies,
and service innovation objectives.

• Served as operational SME responsible for maintaining service excellence standards and
mentoring frontline advisors across customer experience functions.
• Managed high-risk escalations and service recovery cases, conducting deep root cause
investigations and coordinating multi-stakeholder resolution strategies.
• Provided real-time performance coaching and operational guidance, contributing to improved
service quality scores and SLA adherence.
• Collaborated with supply chain, warehouse operations, and last-mile delivery partners to enhance
fulfilment performance and reduce delivery failure rates.
• Supported onboarding and training programs by delivering product education, operational
workflow guidance, and customer handling best practices.
• Monitored performance metrics, customer feedback paterns, and quality assurance insights to
recommend service and workflow improvements.
• Maintained and enhanced internal knowledge bases, SOPs, and service guidelines to ensure
operational consistency and quality compliance.
• Supported team KPI achievement through performance monitoring, escalation management, and
service quality coaching.
• Ensured CRM accuracy, documentation compliance, and data protection adherence aligned with
European service regulations.

• Led escalation handling and resolution ownership for complex customer service cases,
improving customer retention and satisfaction outcomes.
• Conducted service performance deep-dive analyses to identify recurring issues and implemented
improvements within internal operational processes.
• Delivered high-quality, customer-focused support while consistently meeting productivity,
quality, and satisfaction KPIs.
• Communicated customer insights and behavioral trends to leadership teams to support CX
strategy development.
• Supported major product launches and peak operational events, ensuring service readiness and
effective customer communication planning.
• Demonstrated leadership initiative by independently handling ambiguous operational challenges
and proposing strategic improvement recommendations.

• Managed inbound and outbound communication for US healthcare clients while maintaining strict service
quality and compliance standards.
• Educated customers on healthcare services, insurance eligibility verification, and appointment
coordination.
• Achieved and exceeded performance targets while ensuring CRM documentation accuracy.
• Maintained full compliance with healthcare data privacy and regulatory requirements including HIPAA
standards.

• Delivered high-volume inbound customer support while maintaining strong customer satisfaction
and service efficiency metrics.
• Supported sales growth through effective customer engagement and service-driven upselling
opportunities.