@abdallahalsharief
Customer Service Manager at Shipa Delivery, using Tableau reports to turn performance data into actionable insights.
JordanAt Shipa Delivery, I direct daily customer service workflows and create Tableau performance reports that turn data into actionable insights for senior stakeholders and cross-functional teams.
Previously, as Senior Account Manager, I led three Account Managers and developed customer success plans for key accounts. I reduced client escalations by 25% through proactive communication and data-led interventions, and built response-time tracking automation with Google Apps Script.
Work history, roles, and key accomplishments
Shipa Delivery
Feb 2026 - Present (8 months)
Direct and optimize daily workflow management processes, ensuring seamless operational efficiency and timely resolution of customer inquiries. Lead, mentor, and empower a high-performing customer service team, driving key performance indicators and fostering a culture of continuous success.
Shipa Delivery
Apr 2024 - Feb 2026 (1 year 10 months)
Led a team of 3 Account Managers, overseeing performance and professional development. Developed and executed customer success plans for key accounts, driving retention and satisfaction while reducing client escalation rate by over 25%.
Shipa Delivery
Mar 2023 - Apr 2024 (1 year 1 month)
Served as primary liaison between client stores and operations, ensuring efficient communication and timely issue resolution. Managed multiple key accounts, driving improvements in delivery success ratios and operational reliability.
Degrees, certifications, and relevant coursework
Bachelor's Degree, Civil Engineering
Grade: Honors
Bachelor's degree in Civil Engineering with honors, ranked top 5 in class.
Customer Success Foundations, Customer Success
Completed the Customer Success Foundations course.
Tableau Dashboard Publishing, Data Visualization
Completed the Tableau Dashboard Publishing course.
Software and tools used professionally
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