Customer Success Manager @MOOVE
As the Customer Success Manager at MOOVE, I played a pivotal role in both establishing and optimizing the customer success department, focusing on enhancing key customer touchpoints from pre-onboarding to post-sales support. I developed and standardized Operating Procedures (SOPs) that improved process efficiency by 30%, aligning sales strategies to facilitate smoother customer transitions and amplify cross-selling opportunities.
Key achievements at MOOVE include:
- Book of Business Management: I excelled in managing a comprehensive book of business, strategically driving ARR growth and maintaining superior churn rates from day one. My proactive renewal strategies ensured high retention and sustained revenue streams.
- Strategic SOP Development: I authored, executed, and maintained SOPs for each customer success tool, ensuring high-quality assurance across multiple channels and significantly enhancing the consistency of customer interactions.
- Upselling and Cross-Selling: I consistently identified and capitalized on upselling opportunities, contributing to a measurable increase in revenue and enhancing the overall value delivered to customers.
Dubai, UAE From Dec 2021
Co-Founder & Operations Manager @ Dreamhomes
Establishing DreamHomes Real Estate as my first LLC, I successfully developed and owned a startup that focused on various aspects of the real estate business, including buying, selling, and managing. Through business planning, I secured bootstrap funding and led the contracting process with key partners for property acquisition, catering to diverse business concerns such as sales and leasing. I implemented a marketing strategy targeting specific demographics and engaged potential clients. To enhance visibility and engagement, I created a versatile marketing kit, encompassing both online and hard copy materials like posts, ads, and cards. One of the key achievements in the first three months of the business was selling properties worth 2.1 million and managing 6 apartments, showcasing the immediate impact and success of the venture.
Ajman, UAE From Nov 2020 to May 2021
Customer Experience Manager/ Trainer @Teleperformance (AppleCare)
As the Customer Experience Manager/Trainer at Teleperformance (AppleCare), I led and managed a technical team, ensuring superior performance and client satisfaction on the production floor. I implemented effective daily workflow procedures, which resulted in a notable 70% increase in productivity, and utilized data insights to enhance staff training and development. My meticulous attention to detail and problem-solving skills contributed to maintaining high-performance levels within the team, and I developed action plans that consistently achieved success rates above 85%. My creation of Standard Operating Procedures (SOPs), guided by data insights, led to an 8% improvement in addressing absenteeism issues. My outstanding leadership was recognized with an award for leading the best-performing team for six consecutive months, maintaining a Customer Satisfaction (CSAT) score above 85% in 2019.
Dubai, UAE From Mar 2017 to Dec 2021
Customer Service Supervisor @Dubai Taxi
As a Customer Service Supervisor at Dubai Taxi, I played a significant role in overseeing and managing daily operations to ensure the seamless functioning of business processes. My responsibilities included efficiently administering, allocating, and prioritizing taxi bookings for dispatch. I also communicated emergency procedures and addressed inquiries in accordance with ministry guidelines. Notably, I received an award for supervising the coordination and dispatch of taxis during the 2017 New Year’s Eve, achieving an impressive 92% success rate in bookings.
Dubai, UAE From Aug 2015 to Feb 2017
Project Engineer @National Petroleum LLC.
As a Project Engineer at the National Oil Petroleum Company, my key responsibilities included overseeing all aspects of projects to deliver approved business functionality. This encompassed monitoring the installation process, designing, and overseeing the installation of LPG & SNG systems. Additionally, I provided crucial technical support to the project team, with a focus on monitoring the Gas filling line, supply line, and LPG tank to ensure optimal performance and safety.
Khartoum, Sudan From June 2014 to July 2015
QHSE Engineer @Ram Energy.
As an HSE engineer I developed and implemented safety protocols and procedures to ensure the safety of employees, contractors, and visitors. I conducted risk assessments and hazard analyses to identify potential safety issues, ensuring compliance with local, national, and international health, safety, and environmental regulations. My role involved conducting safety training sessions for employees and contractors and investigating accidents, incidents, and near misses to determine the cause and prevent future occurrences. Additionally, I developed and implemented emergency response plans for various scenarios, including fires, spills, and explosions. To enhance overall safety, I collaborated with other departments, such as operations, maintenance, and engineering, to integrate safety into all aspects of operations.
Khartoum, Sudan From Mar 2012 to May 2014