أيمن مصطفى

*Led and managed a customer service team, ensuring high-quality support and performance.

* Monitored and reviewed customer tickets daily (via Zendesk system) to ensure responses were professional, accurate, and timely.

* Exported and analyzed daily customer call data, categorizing reasons for contact and escalating complaints to relevant departments for resolution.

* Conducted daily follow-ups on pending complaints and issues through the system, confirming resolution within timeframe and customer satisfaction.

* Generated monthly and semi-weekly performance reports on team KPIs using Zendesk (tickets closed, customer ratings, satisfaction comments, etc.).

* Compiled monthly and semi-weekly reports on customer chat issues (e.g. late delivery, missing parts, incorrect products, suggestions), shared with senior management to track trends and service improvements.

* Acted as a key liaison between customer service and operations to address delivery-related issues.

* Coordinated directly with the development team to report and resolve app-related technical issues in real-time.

* Regularly updated the team on app updates, new features, and marketing campaigns to ensure accurate and timely customer support.

* Oversaw returns and exchanges in compliance with Kuwaiti law and Ministry of Commerce and Industry regulations.

• Lead and manage a team of 6 call center agents, providing
coaching, training, and feedback to ensure high performance
and professional development.
• Develop and implement customer service policies and
procedures to enhance operational efficiency and customer
satisfaction.
• Track and analyze key performance indicators (KPIs) to
monitor agent performance, identify areas for improvement, and
implement corrective actions.
• Handle escalated customer complaints and issues promptly
and effectively, ensuring positive outcomes and maintaining
customer loyalty.
• Prepare and present detailed reports on call center operations,
performance metrics, and customer feedback to senior
management.
• Implement quality assurance programs to monitor and
improve the quality of customer interactions, including regular
call monitoring and feedback.
• Work closely with other departments (e.g., Sales, Marketing, IT,
Operations) to address customer needs, implement new
initiatives, and improve service offerings.
• Develop and deliver training programs to ensure call center
agents are equipped with the necessary skills and knowledge to
perform their roles effectively.
• Identify opportunities for process improvements and
implement changes to enhance call center efficiency and
customer experience.
• Manage and oversee all food delivery platforms (Talabat,
Jahez, Cari, Deliveroo, Bilbayt), including the creation of new
items and communication with account managers.
• Perform daily checks with branches to ensure items are
available and listed correctly based on inventory and availability.
• Generate weekly reports for management detailing issues and
actions taken, and discuss strategies with the operations team
to improve customer experience.
• Generate daily reports on canceled orders to identify reasons
and take appropriate action, especially in cases of complaints.
• Check customer feedback and ratings on the website daily
• Create and manage weekly schedules for the customer
service team

- Lead and manage a team of 6 call center agents, providing coaching, training, and feedback to ensure high performance and professional development.
- Develop and implement customer service policies and procedures to enhance operational efficiency and customer satisfaction.
- Track and analyze key performance indicators (KPIs) to monitor agent performance, identify areas for improvement, and implement corrective actions.
- Handle escalated customer complaints and issues promptly and effectively, ensuring positive outcomes and maintaining customer loyalty.
- Prepare and present detailed reports on call center operations, performance metrics, and customer feedback to senior management.
- Optimize call center resources, including scheduling, workforce management, and technology, to ensure seamless operations and cost efficiency.
- Implement quality assurance programs to monitor and improve the quality of customer interactions, including regular call monitoring and feedback.
- Work closely with other departments (e.g., Sales, Marketing, IT, Operations) to address customer needs, implement new initiatives, and improve service offerings.
- Develop and deliver training programs to ensure call center agents are equipped with the necessary skills and knowledge to perform their roles effectively.
- Utilize call center software and tools to streamline operations, enhance reporting capabilities, and improve customer service delivery.
- Identify opportunities for process improvements and implement changes to enhance call center efficiency and customer experience.
- Manage and oversee all food delivery platforms (Talabat, Jahez, Cari, Deliveroo, Bilbayt), including the creation of new items and communication with account managers.
- Perform daily checks with branches to ensure items are available and listed correctly based on inventory and availability.
- Generate weekly reports for management detailing issues and actions taken, and discuss strategies with the operations team to improve customer experience.
- Generate daily reports on canceled orders to identify reasons and take appropriate action, especially in cases of complaints.
- Check customer feedback and ratings on the website daily.
- Create and manage weekly schedules for the customer service team.

Improved customer retention rate by developing new
strategies.
Streamlined customer onboarding process by creating more
efficient and user-friendly tools, using automation and
advanced systems (Zendesk).
Developed proactive strategies to identify and address
customer issues before they become major problems.
Developed and implemented customer success metrics
including KRs and SLAs.
Conducted regular customer feedback surveys and built
strong relationships with customers.
Trained and supervised a team of customer success
executives, delegating tasks and ensuring their growth in the
company.
Achieved a first response rate of 20 seconds across the
department

Improved customer retention rate by developing new strategies.
Streamlined customer onboarding process by creating more efficient and user-friendly tools, using automations and advanced systems (Zendesk).
Developed proactive strategies to identify and address customer issues before they become major problems.
Developed and implemented customer success metrics including KRs and SLAs. Conducted regular customer feedback surveys and built strong relationships with customers.
Trained and supervised a team of customer success executives, delegating tasks and ensuring their growth in the company.
Achieved a first response rate of 20 seconds across the department

Proactively followed up with customers and ensured
satisfaction by 90%.
Monitored service provider performance for timely delivery.
Collaborated with other departments for a seamless
workflow.
Handled live chat to resolve issues and provide support for
new and existing customers.
Maintained accurate customer information for order
accuracy, reducing refunds by 30% on a weekly basis.
Guide customers to find desired products and explore
options.
Maintained positive customer relationships for an enhanced
experience, always seeking feedback to improve service
quality.

Developing and sustaining solid relationships with key clients
that bring in the most income for the company.
Addressing and resolving key clients complaints.
Responsible for overseeing and managing 50-65 accounts.
Daily follow-up with the customer orders and make sure they
receive the orders without delay.
Solving customer problems by coordinating with the other
departments (operations/warehouse).
Sending the new promo items to make more up-selling.
Suggest alternative items to the customers if the main item is
not available.
Communicate with the suppliers for the big deals and
negotiate until finish it.

Ensured smoother order fulfillment and delivery by
coordinating with the operations team.
Handled customer inquiries and new registrations on the
Jumla platform.
Resolved product availability issues and offered alternative
options, leading to increase companys revenue.
Monitored inventory levels daily to maintain optimal stock
levels.
Managed social media inquiries and complaints from
customers.
Escalated LivePerson chat system issues to the technology
team for prompt resolution.
Stayed up-to-date with industry trends and best practices in
e-commerce operations support.

Proactively followed up with customers and ensured satisfaction by 90%.
Monitored service provider performance for timely delivery.
Collaborated with other departments for seamless workflow.
Handled live chat to resolve issues and provide support for new and existing customers. Maintained accurate customer information for order accuracy, reducing refunds by 30% on a weekly basis.
Guide customers to find desired products and explore options
Maintained positive customer relationships for enhanced experience, always seeking feedback to improve service quality

Ensured smoother order fulfillment and delivery by coordinating with the operations team.
Handled customer inquiries and new registrations on the Jumla platform.
Resolved product availability issues and offered alternative options, leading to increase companys revenue.
Monitored inventory levels daily to maintain optimal stock levels.
Managed social media inquiries and complaints from customers.
Escalated LivePerson chat system issues to the technology team for prompt resolution. Stayed up-to-date with industry trends and best practices in e-commerce operations support.

Manage a team of 10 agents to effectively handle customer complaints using appropriate communication channels.
Created daily performance reports using CMS and relevant tools.
Scheduled weekly team schedules for optimal coverage and workload balance. Established monthly goals for each agent based on previous performance and current needs.
Oversaw customer complaints from 150 branches in Kuwait, promptly resolving them to ensure customer satisfaction.
Collaborated with operations team to address and resolve complaints in a timely manner. Monitored team performance, providing feedback and coaching for improvement.
Stayed current on industry trends and best practices in customer complaint management.

Manage a team of 10 agents to effectively handle customer
complaints using appropriate communication channels.
Created daily performance reports using CMS and relevant
tools.
Scheduled weekly team schedules for optimal coverage and
workload balance.
Established monthly goals for each agent based on previous
performance and current needs.
Oversaw customer complaints from 150 branches in Kuwait,
promptly resolving them to ensure customer satisfaction.
Collaborated with the operations team to address and
resolve complaints in a timely manner.
Monitored team performance, providing feedback and
coaching for improvement.
Stayed current on industry trends and best practices in
customer complaint management.

Generated new sales leads through cold calling, networking, and referrals.
Built and maintain customer relationships to ensure retention and repeat business. Conducted product demos and presentations to showcase benefits and features. Negotiated and close sales deals with customers.
Collaborated with marketing team for effective sales strategies and campaigns. Maintained accurate CRM records of sales activities and customer interactions.
Achieved or exceeded monthly and annual sales targets.
Provided exceptional customer service and support.
Attended industry events and trade shows to expand the companys network and reach potential customers

Ensured smoother order fulfillment and delivery by
coordinating with the operations team.
Handled customer inquiries and new registrations.
Resolved product availability issues and offered alternative
options, leading to an increase in the companys revenue.
Monitored inventory levels daily to maintain optimal stock
levels.
Managed social media inquiries and complaints from
customers.
Escalated LivePerson chat system issues to the technology
team for prompt resolution.
Stayed up-to-date with industry trends and best practices in
e-commerce operations support.