Marwa Khalifa

• Manage the customer service unit across UAE and Bahrain, ensuring agreed service level targets are achieved and maintained across voice, email, WhatsApp, social media, and digital channels.
• Handle and resolve escalated governmental compliance cases referred by the Ministry of Commerce and Industry (MCI) portal, ensuring full compliance with consumer protection regulations and timely closure within mandated deadlines.
• Own offshore BPO partner performance through Extensya, including a 45-agent team, ensuring delivery against SLAs, KPIs, quality standards, and contractual commitments.
• Take lead and ownership of high-impact, escalated request cases, ensuring structured resolution and timely closure.
• Successfully led offshore operations through Ramadan peak season, ensuring business continuity and customer satisfaction targets were maintained under high-volume demand.
• Conduct root cause analysis on major logged requests and implement enhancement actions, partnering with cross-functional teams to resolve systemic service issues.
• Lead calibration sessions, coaching, and performance evaluations to develop staff problem-solving and communication skills.
• Provide regular service and quality reporting to senior stakeholders, ensuring transparency on performance, value, and impact.
• Act as the operational owner for MCI-related complaints, coordinating with Legal and senior leadership to investigate root cause, respond formally to the regulator, and implement corrective measures to prevent recurrence.
• Utilise Zendesk, SAP, Gupshup, Maqsam, Tableau, Zoho, Slack, and Miro for case management, reporting, and performance analysis.

• Lead, mentor, and manage a customer care team handling escalated and high-impact client inquiries, ensuring resolution with discretion, tact, and urgency.
• Provide professional guidance and alternatives to client complaints and queries using deep product and service knowledge.
• Set clear performance expectations, provide ongoing coaching, and conduct regular evaluations to develop team capability.
• Oversee operational performance against service quality metrics, ensuring adherence to company policy and industry standards.
• Develop and implement training programmes to strengthen service delivery and complaint-handling capability across the team.
• Utilise Canva, Notion, Airtable, and HubSpot to manage client communications, content, and case documentation.

• Team Leadership: Directly supervise and lead a team of customer service representatives, setting clear expectations and fostering a collaborative team culture.
• Customer Experience Management: Oversee the end-to-end customer experience, ensuring high levels of customer satisfaction through effective problem resolution and service delivery, and Implement strategies to continuously improve the overall customer journey.
• Performance Monitoring: Establish and monitor key performance indicators (KPIs) to assess individual and team performance.
• Training and Coaching: Provide ongoing coaching and support to nurture professional growth.
• Process Optimization: Evaluate and streamline customer service processes to enhance efficiency and effectiveness.
• Escalation Resolution: Address escalated customer issues, collaborating with cross-functional teams to ensure prompt and satisfactory resolution, and Identify root causes and implement preventive measures.
• Technology Utilization: Leverage customer service technologies to optimize workflows and enhance the overall customer experience.
• Cross-Functional Collaboration: Collaborate with other departments, such as Sales, Product Development, and Marketing, to ensure alignment and a unified approach to customer service.
• Quality Assurance: Implement and maintain quality assurance processes to ensure consistency and adherence to service standards.

• Supervision and Support: Provide guidance and support to the customer service team, including monitoring their performance, handling complex customer inquiries, and help when needed.
• Training: Assist in the training and onboarding of new customer service representatives, ensuring they are equipped with the necessary knowledge and skills to excel in their roles.
• Escalated Issues: Handle escalated customer complaints or issues that require a higher level of expertise or authority, working towards a satisfactory resolution.
• Team Communication: Foster effective communication within the team, ensuring that information flows smoothly between junior representatives and management.
• Performance Metrics: Track and report on key performance indicators (KPIs) for the customer service team, such as response times, resolution rates, and customer satisfaction scores.
• Process Improvement: Collaborate with senior supervisors or managers to identify opportunities for process improvement and efficiency in customer service operations.
• Customer Feedback: Gather and analyze customer feedback to identify trends and areas for improvement in the customer service experience.

• Communication: Promote effective team and management communication.
• Issue Resolution: Handle escalated customer issues professionally to ensure satisfaction.
• Performance Metrics: Analyze KPIs for improved response times and service quality.
• Process Enhancement: Collaborate with management for process enhancements.
• Quality Assurance: Monitor customer interactions, provide feedback for improvement, and ensure policy compliance.

• Supervision: Lead and guide a team of customer service representatives for efficient service delivery.
• Customer Support: Provide prompt and courteous responses to customer inquiries.
• Issue Resolution: Investigate and resolve customer complaints, concerns, or billing issues in a professional and efficient manner.
• Product Knowledge: Develop a deep understanding of the companys products and services to effectively assist customers.
• Communication: Collaborate with other departments to escalate and resolve complex customer issues.