Mark Nader
Operations Manager | Customer Support Manager | Process
Improvement Specialist
Customer Experience & Support Leader with 8+ years of expertise in global customer
service operations, escalation management, and process optimization. Proven success in
leading distributed teams, implementing customer retention strategies, and driving
measurable improvements in SLA compliance, CSAT, and first contact resolution. Seasoned
at CRM systems (Zendesk, HubSpot, Siebel, Halo), Project Management platforms (ClickUp,
Asana, Trello, Monday.com, Jira, Confluence, etc..), and workflow automation tools (Zapier,
N8N, Auto-DS, HubSpot automations, Magical, ChatGPT, Sidebar, etc..). Seeking to leverage
experience in support leadership and CX transformation to elevate service delivery for a
growth-focused organization.
Core Skills
Customer Support Leadership | Escalation Management | SLA Compliance | Customer
Retention | Team Coaching | Project Management | Workflow Automation | CRM (HubSpot,
Zendesk, Siebel) | KPI Tracking & Reporting | Process Improvement | Multilingual Support
(English/Arabic)
Professional Experience
Operations Manager l SecretSauce – Remote l August 2025 – Current
- Mapped, created and executed the onboarding journey for new client acquisition.
- Created a multi-step fully automated onboarding process using Click Up, Trello, Zappier,
Tally Forms, Google Sheets, VoIP Line, and Google Workspace.
- Created an Operations CRM set up designed to keep track of projects progress, and
supervising deliverables.
- Supervised and Managed client onboarding from first interaction to deliverables.
- Managing Client communications, questions, meetings and follow ups.
- Managing internal creative team.
- Managing cross departmental strategies, and Client Outreach
- Managing Lead Sourcing, web scraping, social media, and marketing Efforts
- Managing Social Media campaigns and ads.
- Drafting Reports, SOPs, Contractual T&Cs, and FAQs.
- Created an expansive Help Center Article, aiding self-service.
- Managing cash flow reports, invoicing and bookkeeping.
Operations Manager l Prime Steel Manufacturing l September 2025 – Current
- Created Operations SOPs, and manual.
- Managing and overseeing operations and execution across departments
- Created a full CRM set-up, deal pipeline and a ticketing System on HubSpot CRM
- Managing Supplier relations, and supplier Outreach
- Managing Building Code requirements, specifications, and design creation
- Managing Contractual terms and conditions
- Managing Supplier Contractual Terms
- Managing Markup, Price Estimation, ROI, and Invoicing
Customer Support Manager | Viking Manufacturing – Remote | Jul 2023 – Jul 2025
-Built a full ticketing system using HubSpot CRM, creating different ticket stages, pipelines,
email templates, lists, integrated AI tools, and automations, creating efficient and high
performing support operations.
-Drafted performance metrics and dashboards using HubSpot Dashboards, and google
sheets, aiming at monitoring, and enhancing support team performance. -Directed a
global support team, conducting regular performance audits to ensure adherence to
quality standards.
-Conducted quality checks on support tickets and customer communications to uphold
excellence in service delivery.
-Maintained up-to-date progress tracking across ongoing projects, ensuring transparency
and alignment with deadlines.
-Managed escalations, delivering swift and effective resolutions, maintaining lowest Highest
retention rates.
-Designed and implemented a comprehensive Support Manual and Knowledge Base,
enhancing onboarding and customer self-service.
-Analyzed SLA compliance, workload distribution, ticket resolution time, and CSAT metrics
to drive continuous improvement.
-Introduced new resolution pathways, lead the testing and implementation of new business
opportunities, B2B scaling, and collaboration, improving overall quality of projects'
lifecycle, customer satisfaction, and company growth.
-Empowered the team by creating actionable solutions to operational challenges, enhancing
morale and capability.
-Managed vendor relations, supply chain operations, finances, scheduling logistics and
delivery with key stakeholders, and payments, ensuring alignment with contractual terms.
-Collaborated cross-functionally to maintain operational transparency and meet project
deadlines.
Customer Service Expert & Acting Team Lead | Teamwhale – OlympTrade - Remote |
Oct 2022 – Jul 2023
- Handled and resolved escalated and complex inquiries from VIP customers across
different regions regarding their trading journey, using customized trading solutions and
analysis-based patterns, addressing limits, KYC, verification, POF, and all other inquiries. Communicated fluently and effectively in both Arabic and English, maintaining high
standards of customer care through chat, email and voice channels.
-Provided tailored technical support and product troubleshooting to ensure smooth user
experience.
-Liaised with internal departments (IT, operations, product) to resolve customer issues and
ensure a seamless resolution process.
-Maintained detailed and accurate records of customer interactions and resolutions using
the CRM system.
-Monitored and follow up on open cases to ensure timely closure and customer satisfaction
-Analyzed recurring issues and proposed proactive solutions to reduce escalations and
improve service delivery.
-Ensured VIP clients receive a white-glove experience that reflects the company’s standards
and commitment to excellence.
-Stayed updated in a fast paced environment and system on product developments, and
changes to provide accurate and up-to date support.
Cold Calling Representative | Teletarget – Remote | May 2022 – Oct 2022
- Scheduled appointments and handled inbound sales inquiries.
SME | Sutherland - AT&T Account – On Site | Aug 2021 – Dec 2021
-Provided expert support, trained agents, handled escalations, and maintained high CSAT.
-Delivered technical and account support in fast-paced environments.
-Coaching and training agents on improving customer interactions through expert guidance.
Customer Service Rep | Sutherland - AT&T Account | Oct 2020 – Aug 2021
-Maintained a positive, empathetic, and professional customer experience.
-Guided the customers to choose the best subscription bundle for their needs.
-Provided technical support and customer service to the organization's users of computer
applications and hardware (e.g., PCs, servers, mainframes)
-Answered questions regarding system procedures, online transactions, systems status, and
downtime procedures, typically located within a call center
-Maintained a troubleshooting tracking log ensuring timely resolution of problems Responding promptly to customer inquiries.
-Ensured customer satisfaction and provide professional customer support.
SME | UX-Centers - Suddenlink Account | Jun 2020 – Sep 2021
-Provided expert support, trained agents, handled escalations, and maintained high CSAT.
-Delivered technical and account support in fast-paced environments.
-Coaching and training agents on improving customer interactions through expert guidance.
SME | UX-Centers - Suddenlink Account | Jan 2020 – Jun 2021
-Customer Service Representative, Batch 1
-Responding to customer queries in a timely and accurate way -Acknowledging
and resolving customer issues.
-Adhering to QA structures, and assisted in paving the way for building the support metrics
Travel Agent | Teleperformance – Expedia Canada| Jan 2019 – Dec 2019
-Engaged with new traveling customers - Cooperating with incoming clients to determine
their needs and consulting them on an appropriate destination, methods of transportation,
travel dates, costs, and accommodations.
-Assisted customers through booking all different types of accommodations (Hotels,
Hostels, Motels, Resorts, etc..), cancelation, and Accessibility features.
-Facilitated tailored travel deals - Supporting the process for clients with timely
professional insight and expertise.
-Helped analyze and identify task severity, and priority levels, following appropriate
escalation procedures.
Technical Support Rep | Vodafone U.K. (VOIS) | Feb 2017 – Mar 2018
-Provided professional first technical and troubleshooting point of contact for the
customers.
-Provided customer updates as needed in order to meet performance objectives. -Ensured
cases are allocated to the most appropriate ‘next step’ as part of the case flow process.
-Performed technical escalations in line with company procedure.
-Conducted initial diagnostics and undertook basic fault diagnostics to resolve where root
causes.
Customer Support Rep | Vodafone U.K. (VOIS) | Jab 2016 – Feb 2017
- Delivered end-to-end billing support including bundle upgrades/renewals, payment
processing, prorated charges, and billing statement explanations.
-Handled device-related requests such as mobile phone unlocking (IMEI), lost/stolen device
reporting, and insurance claim initiation with high accuracy.
-Assisted customers with roaming setup, troubleshooting, and usage charges to ensure
seamless international service.
-Guided customers through bundle and plan changes, ensuring optimal fit for their needs
while improving retention.
-Acted as a first point of escalation for complex account or billing concerns, maintaining
professionalism and resolving issues within SLA.
-Maintained compliance with data protection and security protocols when handling
sensitive customer information (billing, IMEI, insurance).
Education
B.Sc. in Civil Engineering – Alexandria University, Faculty of Engineering | Class of 2020
Certifications
Foundations of Project Management (2025) | Customer Service Fundamentals (2023) |
Deescalating Conversations (2023) | Serving Customers Through Chat & Text (2023)
Languages
Arabic: Native | English: Fluent | German: Basic
