majdeid10's CV
majdeid10
Team Leader | Customer Support
Profile summary
Accomplished Team Leader in Customer Support with 8 years of progressive experience in operations management, team leadership, and service delivery. Track record of managing teams across multiple regional and global markets while optimizing scheduling, workload distribution, and operational efficiency. Dedicated to driving performance through data analysis, compliance monitoring, and continuous process improvement.
Career highlights
Support Operations Leadership: Managed teams of 20 advisors across multiple global markets while directing scheduling, workload distribution, and performance reporting to ensure service delivery targets were met.
Process Optimization: Implemented workflow improvements and monitored daily team metrics to streamline operations, maintain compliance standards, and support continuous service continuity.
Professional Development: Completed 40 training hours in project management preparation and 30 training hours in lean management principles to strengthen operational oversight capabilities.
Key skills
Professional experience
Directs regional operations and service delivery across multiple markets. Coordinates workflow distribution, staffing levels, and scheduling to maintain coverage. Collaborates with Operations, Quality, and Training teams to evaluate service processes.
- Manages complex service escalations through to resolution to maintain continuity of service for clients across regional markets.
- Drives operational decisions by monitoring performance reporting, trend analysis, and key performance indicators across multiple locations.
- Supports regional operations by overseeing advisors and maintaining service delivery targets alongside operational key performance indicators.
- Partners with internal departments to address process gaps and support overall service performance improvements.
Directed operations for a team of 20 advisors handling rider support across 9 global markets. Managed day to day team performance, monitored service quality standards, and delivered coaching, training, and feedback.
- Reviewed, approved, and rejected documents in compliance with international guidelines while maintaining accuracy.
- Escalated complex issues for timely resolution to support overall rider satisfaction.
Managed customer support operations across multiple lines of business. Supervised daily team performance, maintained service level agreements, and connected management objectives with floor execution. Analyzed operational metrics to guide staffing adjustments and produced performance reports.
- Expanded operational scope from one line of business to two, supporting increased responsibility.
- Acted as primary liaison between management and operational teams to align execution.
- Resolved customer and operational escalations to maintain service continuity.
Directed customer service operations across phone, chat, and email channels, managing escalations and compensation cases in accordance with established company procedures while maintaining operational benchmarks.
- Resolved inbound inquiries across multiple support channels to ensure timely issue resolution and maintain customer satisfaction standards.
- Guided new team members through structured onboarding and shadowing sessions to support training execution.
- Executed order and reservation follow-ups based on customer feedback.
- Maintained records in Excel and internal systems.
- 40 training hours
- 30 training hours
- Executed fundraising campaigns that secured monthly subscriptions and voluntary donations to maintain ongoing program funding.
- Managed promotional and logistical planning for community outreach events supporting educational programs.
- Supervised collection of annual contribution fees and maintained accurate financial records.
- Prepared and delivered monthly financial reports on budget performance and financial health.
Education
Chemical Engineering