Momen Walid

Customer Service Team Manager

• Job Details:Led and supervised a team of 24 customer service representatives, providing continuous guidance and support to ensure exceptional customer experiences. Conducted regular performance evaluations and coaching sessions, delivering actionable feedback to promote professional growth and enhance team capabilities. Identified and escalated fraudulent activity through thorough investigation and data analysis, preventing a potential cost impact of $55,000. Prepared and presented weekly and monthly business review reports to key stakeholders, driving data-informed decision-making. Consistently ranked among top performers, achieving the #1 position in Q4 2024 and #2 in Q1 2025. Spearheaded a global policy change that redefined processes for engaging the resolution managers’ team, streamlining communication and significantly reducing average handling time.

Customer Service Lead / Solutions Specialist

• Job Details:Served as the primary point of contact for escalated customer issues and complaints. Analyzed and investigated complex cases to identify root causes and determine appropriate solutions. Provided clear, accurate, and timely responses to customers via phone, email, and chat. Collaborated with internal teams (e.g., operations, logistics, fulfillment centers) to resolve issues and ensure customer satisfaction. Identified recurring issues and provided feedback to customer experience teams to drive process and policy improvements. Proposed a photo/video through a direct link instead of email, this feature improved customer support resolution, minimizing the number of emails we receive on the queue, leading to reduce the average handling time and having positive impact on email service level. Created a daily adherence and missed contact report for Australia marketplace across all sites, reducing missed contact rate from 17% to 6% and significantly improving agent’s adherence. Resolved a high-impact OTP login failure by coordinating with Vodafone AU POC and escalating the case to severity 1, reducing the customer impact to just 0.01%. Consistently ranked among top performers in the weekly/monthly scorecard leading to rank one in YTD performance.

Special Matter Expert

• Job Details:After being part of batch zero for Amazon Australia in CAI, I was selected to manage 3 new hire batches working with 22-30 associates per batch. Supported quality assurance efforts by reviewing escalated cases and providing expert recommendations for resolution. Collaborated with leadership to define performance metrics and monitor compliance with process standards, driving accountability and excellence. Mentored new hires and peers, providing expert guidance that boosted team confidence and improved operational consistency. Delivered advanced support for complex case handling, effectively resolving AU-specific escalations and enhancing customer satisfaction. Conducted in-depth root cause analyses on recurring issues, proposing data-driven solutions to reduce error rates and improve overall quality. Designed and delivered training sessions and workshops to upskill team members, ensuring consistent knowledge transfer and process alignment. Championed a culture of continuous improvement by gathering feedback, analyzing trends, and recommending strategic process enhancements.