Habiba Salah Abdelwahab

Operations LeadFull Time

• Job Details:• Implemented best-practice logistics principles, policies, and processes. • Negotiated rates and contracts with logistics providers to achieve cost savings. • Monitored service provider performance to ensure contract compliance. • Analyzed data to identify and address missed orders, enhancing process efficiency. • Managed 3PL partner relationships, resolving issues and driving performance improvements. • Collaborated with internal teams to manage additional services for brands. • Tracked brand and supplier orders, invoicing, and shipment tracking. • Defined project scope and objectives in collaboration with clients. • Developed project budgets with a focus on cost optimization. • Led training programs for new customer support hires. • Directed comprehensive warehouse operations, overseeing quality control, order processing, RTVs, samples for photoshoots, stock monitoring, retail store sales, and related tasks.

Senior customer care executiveFull Time

• Job Details:• Tracked real-time service levels and targets. • Monitored staff performance against defined metrics. • Managed daily customer service operations, ensuring efficient workflow. • Conducted training needs assessments and facilitated coaching sessions. • Partnered with various departments to maintain consistent service levels.

Team LeaderFull Time

• Job Details:Consistently managed 22 customer service champions, effectively resolving issues and maintaining the set (KPI’S) Quality 85% AHT less than 300 seconds, which resulted in top-ranking out of 8 teams. Trained and regularly mentored associates on performance-oriented strategies and customer service techniques. Reviewed repeated issues within operations and business management to solve problems and improve the company outcomes, and used the company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions for the customer’s repeated issues from the root cause. Managed department contact volume of 3000 calls,1600 emails and 3000 web chats per day and coordinated department schedules to maximize coverage during peak hours.