Morouj Abd El-khalek Operations & Customer Success Team Leader

Bpo Account Manager

Raya

Mar 2025 - Current (1 year 5 months)

• Spearheaded the launch and full-scale implementation of 3 key accounts (Hunter Industries, Zumba, Autel Energy), overseeing workforce planning, client communication, and performance framework design. • Managed 3 cross-functional teams comprising 45+ support agents, ensuring optimal staffing, resource allocation, and uninterrupted operational performance across all accounts. • Established and optimized SOPs, escalation matrices, and performance tracking dashboards to enhance efficiency and service delivery standards. • Designed and executed comprehensive onboarding strategies and digital training programs aligned with each account’s operational needs. • Acted as the primary point of contact for internal stakeholders (Quality, IT) and exter

T

Customer Success Specialist

Twerlo

Jul 2024 - Apr 2025 (10 months)

• Acted as the primary point of contact for clients, managing daily inquiries, issue resolution, and ongoing relationship management within a B2B SaaS environment. • Managed multiple client accounts, ensuring high service quality, client satisfaction, retention, and long-term engagement. • Delivered high-quality customer support while building strong client relationships and understanding operational and business needs. • Supported end-to-end client onboarding, guiding new customers through setup, platform orientation, and early-stage adoption to ensure a smooth implementation experience. • Trained clients on platform workflows and best practices, helping them maximize product value and improve service adoption. • Used CRM systems to track

Customer Success Team Leader

Talabat

Jul 2023 - Jul 2024 (1 year 1 month)

• Lead, mentor, and support a team of Customer Success Managers or Associates. Set performance goals, conduct regular team meetings, and provide professional development opportunities. • Gather and analyze customer feedback to identify trends and potential issues. Collaborate with product development and marketing teams to ensure customer needs are met. • Develop and implement strategies to minimize customer churn by identifying at-risk accounts and creating targeted intervention plans. • Track and report on key customer success metrics, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores, to inform strategic decisions and demonstrate the value of the Customer Success team to stakeholders. • Maintain continuous business

A

Customer Service & Order Takers Team Leader

Alromansiah Egypt

Jul 2022 - Jul 2023 (1 year 1 month)

• Supervised a multi-platform team of 25+ agents across live chat, phone, and delivery integration systems. • Designed and implemented a data-backed KPI evaluation structure to track productivity and service adherence. • Created fair and balanced shift rosters to distribute workload and ensure coverage. • Delivered structured onboarding via manuals, video guides, and platform walkthroughs. • Conducted QA evaluations, calibration sessions, and knowledge checks to maintain service consistency. • Oversaw integration testing and reporting with third-party delivery systems and CRM dashboards. Key Achievements: • Built and deployed a centralized knowledge base, reducing repeat inquiries by 40% and improving resolution speed by 25%. • Designed a d

A

Customer Service Team Leader

Amazon (IJP)

Feb 2021 - Jun 2023 (2 years 5 months)

• Led and mentored a team of 12–15 Customer Service Associates across multiple support channels. • Managed daily operations, including SLA tracking, resource allocation, and workflow distribution. • Designed onboarding programs and delivered team coaching to improve KPIs. • Conducted QA monitoring, root-cause analysis, and escalated issue resolution. Key Achievements: • Maintained 95%+ SLA compliance and improved CSAT scores by 15%. • Reduced average handling time (AHT) by 10% through process refinement. • Boosted team engagement 20% through a peer-to-peer coaching initiative.

Morouj Abd El-khalek

About

Detail

Timeline

Résumé