Mai Nazem

Mai Nazem - /-/ LinkedIn / Egypt ‫ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ‬ Customer Support Manager / Quality Assurance Manager / Remote Customer Support Operations Manager / Customer Experience and Complaints Handling Director / B2B SaaS Customer Support Manager / Customer Success and Stakeholder Relations Manager / Technical Support Manager / Sales Manager / Team Lead for Customer Support / Customer Insights and QA Audits Manager / Senior Support / Moderator / Financial Services & Tech / Trainer Self-motivated and dynamic professional with over 10 years of experience in telecommunications and customer service. Demonstrated expertise as a Customer Support Team Leader, effectively managing and motivating teams to achieve exceptional customer service results. Proven track record in performance management, training, and implementing process improvements to enhance team productivity and customer satisfaction. Skilled in handling complex escalations, resolving conflicts, and maintaining high customer satisfaction ratings. Proficient in various CRM software and project management tools, with a strong ability to work independently and collaboratively in fast-paced environments. Bilingual in English and Arabic, with additional proficiency in Korean. ‫ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ‬ Professional Experience & Milestones Customer Service Manager / SupportYourApp / Remote December 2023 - Present Key Highlights: ● Led a team of 9 customer support representatives, providing coaching, feedback, and regular performance evaluations. ● Implemented a comprehensive training program and updated the knowledge base, enhancing team skills and knowledge. ● Implemented a new performance management system and QA metrics, improving team productivity, and Enhanced team performance and S-CAT scores by over 35%. ● Resolved complex customer issues by implementing advanced conflict resolution techniques, achieving a 95% satisfaction rate and reducing escalations by 40% within six months. ● Maintained quality assurance scores above 80% through consistent monitoring and coaching. ● Developed and implemented customer service policies and procedures, streamlining operations and improving service quality. ● Utilised tools such as Zendesk, and other CRM systems to enhance team productivity and efficiency. ● Ensured schedule adherence and productivity levels using advanced support tools. ● Drove the development and implementation of business plans aligned with organisational goals. ● Collaborated with internal teams and led promotional activities to boost company presence and engagement. ● Conducted regular QA audits to address operational gaps and improve processes collaboratively. Chat & Escalation Specialist / SupportYourApp / Remote June 2022 - December 2023 Key Highlights: ● Demonstrated strong problem-solving abilities and attention to detail, collaborating effectively to enhance customer service procedures. ● Maintained a knowledge base and FAQ section to streamline customer support processes and improve user experience. ● Monitored and evaluated customer support satisfaction levels, striving for continuous improvement. ● Handled a wide range of live chat issues including order modifications, refunds, technical issues, and service complaints, ensuring adherence to company SOPs and service recovery guidelines. Registered and tracked complaints accurately in the system, maintaining compliance with established timelines and escalation protocols. ● Communicated proactively with internal and external stakeholders to ensure resolution of customer orders and issues. ● Collected and relayed customer feedback and suggestions to enhance service delivery and customer satisfaction. Senior Escalation Specialist / Uber / Egypt - Hybrid July 2018- June 2022 Key Highlights: ● Collaborated closely with internal teams such as communications, trust & safety, insurance, and legal departments to resolve high-severity incidents according to support protocols, while managing external customer expectations and demands effectively. ● Led customer escalations to successful resolution by directly engaging with clients and ensuring their needs were met. ● Contributed to various cross-departmental projects including audit operations and quality audits, consistently delivering projects ahead of schedule. ● Facilitated the training of 10 new employees across three different modules, equipping them with comprehensive knowledge to enhance their effectiveness and foster company loyalty. ● Successfully mitigated a viral social media complaint involving law enforcement, resolving the issue through detailed analysis and proactive customer follow-up, ultimately enhancing customer loyalty and improving the company's public perception. ● Maintained an exceptional 95% customer satisfaction rating by consistently addressing and resolving customer issues promptly. ● Demonstrated empathy and understanding towards all stakeholders including riders, drivers, eaters, and delivery partners, advocating for their needs with sensitivity and compassion. ● Adapted quickly to changes and absorbed new information seamlessly in a dynamic, fast-paced environment. Customer Support / Uber / Egypt - Hybrid June 2017- June 2018 Key Highlights: ● Managed high-volume customer inquiries across phone, email, and live chat channels, ensuring timely and accurate responses. ● Maintained exceptional customer satisfaction levels, consistently meeting or exceeding performance metrics. Also, utilised CRM software to track interactions and ensure timely follow-up on open cases, enhancing service efficiency. ● Conducted comprehensive training sessions for new hires, equipping them with the skills to deliver exceptional customer service. ● Received recognition as the top performer on multiple occasions and achieved a 96% positive feedback rating based on customer satisfaction surveys. ● Proficient in communicating effectively in multiple languages, enhancing customer engagement and support capabilities. Customer Service Specialist / OSN / Egypt January 2016- May 2017 Key Highlights: ● Over 2 years of diverse customer support experience encompassing financial services, technical support, scheduling in-home services, phone inquiries, mail support, and order status updates. ● Handled nearly 90 calls daily, assisting customers with product usage, billing, technical issues, and general inquiries. ● Communicated customer sentiment trends and handled escalated customer calls, demonstrating strong troubleshooting skills and performing daily administrative functions. ● Provided guidance to team leaders to align mission and strategic objectives, fostering a successful team environment. ● Monitored customer transaction trends and performance metrics closely, highlighting positive trends and addressing areas for improvement. ● Conducted quarterly training sessions for 30 employees to ensure adherence to company policies and regulations. ● Acquired in-depth knowledge of 5 different products, effectively providing customers with detailed information, suggesting complementary products, and offering usage recommendations. ● Recognized for achieving top-quality scores in customer interactions while managing Average Handling Time (AHT), demonstrating exceptional call management skills. Salesperson / FAS (Financial advising service) / Egypt April 2014 - December 2015 Key Highlights: ● Experienced and efficient sales representative adept at persuading credit card holders to utilise our financial advisory services via phone, while managing diverse client accounts. ● Successfully introduce new business to meet or surpass monthly targets, ensuring high levels of client satisfaction through proactive communication and service delivery. ● Analyse client objectives and market dynamics to tailor solutions that meet specific needs and capitalise on emerging opportunities. ● Utilise innovative tools and strategies to generate new leads, continuously refining approaches based on market feedback and trends. ● Build and maintain long-term customer relationships, consistently updating CRM systems to ensure accurate tracking and proactive follow-ups. ● Exceed sales targets and contribute to revenue growth by effectively closing sales and supporting non-enterprise customer sales efforts. University of Tripoli - Bachelor's degree. Mass communication Journalism department Language Proficiency: English: Professional Korean: B2 proficiency Arabic: Native speaker Italian: Beginner ‫ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ‬ Quality Assurance / Complaints / Team Management / People Management / Investigation / Escalation / Stakeholder / Remote / Sales Management / SaaS / B2B / Content Moderation / Customer Experience / Customer Satisfaction / Client Relations / Customer Retention / Technical Support / Support Operations / SLA / KPI / AI / Process Improvement / Cross-Functional Collaboration / Customer Insights / Customer Feedback Analysis / Support Metrics / Training and Development / Onboarding / CRM Systems / Zendesk / Salesforce / Ticketing Systems / Communication Skills / Analytical Skills / Strategic Planning / Performance Reviews / Mentoring and Coaching / Client Support / Product Knowledge / Jira / QCRM / Training / Journey Mapping / Root Cause Analysis / Target Achievement / Mentorship / Reporting / Timely Resolution / SMART Goals / Productivity / Schedule Adherence / Team Building Activities / Learning and Development / Business Plan Development / Internal Collaboration / Quantifiable Achievements / HR process / Microsoft Office / Project Management Tools / Six sigma / Wordpress / Social media / Chat / Emails / Calls / AHT / Sales / marketing lead / Customer needs / Client Satisfaction / Business Objectives / Product Features / Client Engagement / Industry Trends / Feedback and Insights / Proactive / Enterprise Solutions