Reem wael wael Qandil

Customer Success ManagerFull Time

• Job Details:• Led two teams: customer support and onboarding. • Identified customers’ touchpoints and channels for improved engagement. • Prioritized clients' requests and addressed bugs for enhanced service efficiency. • Built comprehensive Customer Experience documents, including Knowledge Base, Contact Reasons, SLA, CRM, and Ticketing system. • Conducted in-depth data analysis, compiled a final report, and summarised customer acceptance. • Managed individual projects to ensure effective execution. • Implement a proactive strategy for identifying and resolving potential UI/UX challenges before the live launch. • Collaborate with design and development teams to implement changes and optimizations.. • Established and nurtured partnerships with key accounts. • Conduct usability tests to identify and address any potential issues or areas of improvement. • Prepared and presented performance reports to the Board members. • Designed training material for newcomers and conducted training sessions for existing employees