Mirna Zeid

• Leading a team of 5 customer success specialists in Express International shipping and a team of 2 Inside sales Account
Managers
• Responsible for achieving the overall Inside Sales revenue and GP targets, and Customer Success teams set KPIs and
SLAs
• Ensuring customer satisfaction, handling clients complaints, and representing Aramex at the CRA
• Sharing reports with the team and the higher management
• Attending management meetings and presenting the sales teams results and achievement
• Maintaining a solid relationship with Key Accounts and setting SOPs for special handling
• Setting and enhancing processes that lead to the efficiency of both team
•

As part of practical requirement for my MBA program at AIM in Paris, I worked in a 5 Star small luxury
hotel in the South of France, where I served a polyvalent role between the kitchen, restaurant,
housekeeping, reception, and spa. I was mentored by the managers of the departments, dealt with VIP
guests, and ensured their satisfaction.

• Lead a team of 10 Account Managers as a Channel Manager
• Responsible for the teams sales targets achievements, members performance, and trainings
• Maintained a solid relationship with key accounts through phone calls, virtual meetings, and visits
• Shared reports and analysis on performance, market trends, and insights with the team and management
• Overviewed the shipping operational performance of account clients, set KPIs and SOPs
• Updated CRM systems with customers profiles and activities, in charge of data integrity and clean up
• Initiated a teams development plan in collaboration with HR in terms of trainings, rewards, recognition, events,
teambuilding, and mentoring

• Lead a team of 10 Customer Success Specialists, responsible for clients shipping transactions
• Handled customers escalations and complaints, coordinated with other departments
• Set SOPs for VIP accounts and personally took charge alongside with managers of other departments
• Initiated performance trackers and reports that supported sales and enhanced the service levels
• Set schedules and shifts, took part of the hiring interview process for the call center & CS
• Promoted shifting to Aramex Technologies, trained clients through demonstrations

• Resolved customer queries and complaints
• Responsible for setting shifts for more than 100 agents including outsourced
• Responsible for achieving the Service Level targets

• Handled inbound and outbound phone calls related to VIP clients shipments
• Coordinated with other departments for arranging smooth service

• Allocate tasks among the staff
• Team leader, keep employees motivated, resolve conflicts and make hard decisions for employees
• Take care of issues among staff and customers, and among the staff themselves
• Responsible for time management (Creating schedules and supply orders)
• In charge of hiring new employees based on judging their characters and skills
• In charge of regulating store budget
• Write reports, recommendations, and reasons for termination
• Interact with customer, make use of their complains, and create customer loyalty
• Cover the practical floor training of staff and make sure they are working upon the International standards of the brand name

PRIVATE BANKING TRAINEE
Bank Misr Liban, Riad el Solh, Beirut
• Experienced the daily activities of a private banker
• Learned how to open accounts for private banking related clients
• Took care of choosing Clients favorable stocks & bonds with respect to the clients taste & the stock market news
• Took care of money transfer transactions on the behalf of fiduciary accounts

RUNNER / WAITRESS
DUO Restaurant, Beirut, DT 07/2009-07/2011
* Made sure costumers feel very welcomed
* Was in charge of opening the restaurant and preparing for the morning shift
* took reservations for customers over the phone and made sure to book tables that satisfy their tastes
* Served the management team during the Tasting of new recipe releases
* KEY ACHIEVEMENT: Employee of the Month twice