شهريا ديلور طاجم علي هيمل

• Orchestrate end-to-end communication workflows between 10+ international clients and global vendor network, reducing
response SLA breaches by 40%.
• Develop and maintain comprehensive Standard Operating Procedures (SOPs) and process documentation for cross-border
operations.
• Proactively identify and resolve critical operational botlenecks, achieving a 98% on-time delivery rate for client deliverables.
• Monitor KPIs including ticket resolution time, vendor SLA compliance, and client CSAT scores using CRM dashboards.

• Managed 180-200 inbound/outbound calls, 150+ live chats, and 90+ email escalations daily in a structured, KPI-driven
contact center, consistently meeting SLA targets.
• Achieved 95%+ CSAT scores and 88%+ First Call Resolution (FCR) rate through effective problem diagnosis and customer
empathy.
• Leveraged Zendesk, HubSpot CRM, and ServiceNow to manage full ticket lifecycle — logging, categorization, resolution
tracking, and closure within agreed SLA windows.
• Reduced average handle time (AHT) by 18% through process optimization and utilization of knowledge base resources.
• Handled complex escalations and high-priority customer complaints with zero repeat escalation rate on resolved tickets.
• Maintained accurate documentation for compliance, quality assurance reviews, and performance benchmarking audits.

• Front End Web Development
• Wordpress Plugin Development

• Administered core IT infrastructure for a clinical ABA therapy center including user account provisioning, Active Directory
management, and access permission control for 50+ staff.
• Resolved 100% of L1/L2 helpdesk tickets within SLA — providing technical support across Windows systems, secure VPN
architectures, RDP, and local network troubleshooting.
• Managed and maintained clinical platforms, tablet devices, and workstations used in patient-facing therapy sessions, ensuring
zero unplanned downtime.
• Designed and deployed a custom WordPress plugin using AI-assisted development (ChatGPT), reducing manual administrative
workload by 35%.
• Conducted staff technical training sessions for 30+ employees on software usage, security hygiene, and system maintenance
best practices.
• Produced detailed IT documentation, network maps, and incident reports supporting ISO-aligned operational governance.

• Delivered premium B2C customer support for a Saudi Arabian retail pharmacy serving a diverse GCC and MENA clientele,
ensuring strict adherence to service-level agreements (SLAs).
• Assisted customers with product inquiries, prescription guidance, and post-purchase concerns, maintaining consistently high
customer satisfaction standards.
• Strengthened cross-cultural communication skills and Arabic conversational ability while operating in a fully multicultural GCC
workplace.
• Adapted rapidly to Gulf market service standards and local compliance expectations for pharmaceutical retail.