هايدي محمد

Leading initiatives to enhance customer experience
Decoding Customer Insights - Analyzing NPS, CSAT & CES to drive
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real impact
Turning Data into Action - Creating dashboards & reports using
Power BI or Excel
Optimizing CRM Systems - Keeping customer data sharp &
engagement smarter
Automating the Experience - Making feedback loops & touchpoints
seamless
Mapping the Customer Journey - Finding friction points & making
things smoother
Collaborating Across Teams - Working to boost CX across
departments
Lead initiatives to enhance customer and resident experience
aligning with quality standards
Design and develop a KPI Dashboard using Power BI for service
performance tracking

Handling customer orders and ensuring satisfaction
Receive and review customer orders ensuring accuracy
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Receive and review customer orders, ensuring accuracy and
completeness of information, including product specifications, quantities,
delivery dates, and pricing. Utilizing effective communication and
problem-solving skills to handle difficult situations and achieve prompt
resolutions with customers. Managing and processing customer orders
across various communication channels, including calls, mail, portals,
and fax. Taking charge of emergency orders during weekends and
holidays to maintain uninterrupted service for customers. Proactively
identifying and reporting any issues that may impact customer orders,
facilitating swift resolutions and minimizing disruptions. Coordinate with
various internal departments, such as sales, production, logistics, and
finance, to ensure seamless order processing and timely delivery to
customers. translate into arabic Monitor order status and proactively
communicate any changes, delays, or issues to customers, providing
regular updates on the progress of their orders. Resolve customer
inquiries, concerns, and complaints related to order status, delivery, or
product quality promptly and professionally, ensuring customer
satisfaction. Reviewing and monitoring customer complaints, engaging
with relevant departments, and conducting regular meetings to resolve
issues promptly. Identifying, investigating, and resolving recurring
customer issues using problem-solving techniques and root cause
analysis. Conducted root cause analysis on escalated complaints and
implemented corrective actions to prevent recurrence, resulting in a 90%
reduction in complaint escalations. Performing weekly analysis and
maintaining a live dashboard to comprehensively review customer issues
with other departments. Reviewing and following up on the Key
Performance Indicators (KPIs) of the Order Management Team.

Account management and client relations
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• Developed long-term client relationships
Operated as the lead point of contact for customer relations
Responded to hiring process requests for outsourcing staff
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• Conducted weekly business meetings to discuss operations
Managed client contract renewals under supervision

Administrative support and office management
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• Restocked supplies and maintained stock levels
Scheduled office meetings and client appointments
Offered technical support to enhance office productivity
Maintained company handbook outlining policies
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Responsible for developing long‑term relationships with Q-source
clients
Operate as the lead point of contact for any and all matters specific to
customers and outsourcing/backup staff.
Respond to all received requests related to hiring process for
outsourcing/backup staff by mail or phone calls and forward them
accordingly to Operation Manager.
Respond to all replacement requests received from clients and report them
to direct manager and the recruitment to start the replacement process.
Receive client new job vacancies requests and forward them accordingly to
HR Recruiters to start the recruitment process.
Conduct weekly business meetings with direct manager to discuss the
operations running process.
Set a monthly plan of backup presence and allocation at the beginning of
each month and report them to direct manager.
Receive all outsourcing/backup team requests, solve any problem related to
their work and report them to direct manager.
Conduct semiannual/annual meetings with client, employee and with
cooperation to ensure the process of performance appraisal.
Handling client contract renewal process under supervision of direct
manager.
Run orientation meeting for the OS Newcomers.
Run Exit Interview with the resigned.

Restocked supplies and submitted purchase orders to
maintain stock levels.
Maintained company handbook to outline policies and
provide insights to company mission and values.
Interacted with vendors to purchase and set up equipment
and services.
Scheduled office meetings and client appointments for staff
teams.
Offered technical support and troubleshot issues to enhance
office productivity.
Monitored office calendars to plan meetings, activities and
travel to maximize productivity.

Customer service and support
Achieved high customer satisfaction with proactive resolutions
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• Managed customer files and databases
Scheduled appointments and handled customer inquiries efficiently

Customer service operations
Followed up with couriers and customers to ensure delivery
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• Maintained customer satisfaction with customer-focused strategies
Investigated and resolved customer inquiries and complaints

Follow up with both couriers and customers to avoid delay delivery
Maintained customer satisfaction with forward‑thinking strategies focused on
addressing customer needs and resolving concerns.
Recommended products to customers, thoroughly explaining details.
Answered customer telephone calls promptly to avoid on‑hold wait times
Updated account information to maintain customer records.
Offered advice and assistance to customers, paying attention to special needs or
wants.
Investigated and resolved customer inquiries and complaints quickly.

Customer service positions
Worked with customers to understand needs
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• Collaborated with team members to achieve targets
Maintained enthusiasm in a fast-paced environment

Worked with customers to understand needs and provide excellent service.
Collaborated with team members to achieve target results.
Learned new skills and applied to daily tasks to improve efficiency and
productivity.
Maintained energy and enthusiasm in fast‑paced environment.
Onboarded new temps by entering employee information into systems.

Supported student skill development in alignment with personal and academic
goals.
Coordinated activities to encourage interest in reading.
Observed children to identify individuals in need of additional support and
developed strategies to improve assistance.