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Aya Khaled

@ayakhaled

Message

Customer Service Team Leader at Cleo Dutch Holdings who cut onboarding time by 30% and response time by 25%.

Egypt

Message

At Cleo Dutch Holdings, I led a 26-member Customer Service team, managing daily operations and performance against company policies and KPIs. I designed and delivered onboarding and training programs that reduced new-hire onboarding time by 30%.

I also created and maintained a knowledge base that reduced response time by 25%, and used KPI reporting to identify process improvements. Earlier, I moderated social media at Cleo Dutch Holdings, processed invoices and payroll at El Abd patisserie, and resolved customer inquiries at Xceed.

Experience

Work history, roles, and key accomplishments

Customer Service Team Leader

Cleo Dutch Holdings

Mar 2023 - Dec 2024 (1 year 9 months)

Led a 26-member Customer Service team, managing daily operations and performance while ensuring compliance with company policies and KPIs. Designed and delivered onboarding and training programs, reducing new-hire onboarding time by 30% and accelerating employee readiness.

Customer service management Team Leadership KPI Monitoring Data Analysis Training and Development Escalation Management Process Improvement Quality Assurance

Social Media Moderator - Customer Service

Cleo Dutch Holdings

Aug 2021 - Mar 2023 (1 year 7 months)

Customer Service Moderator skilled in online community management, handling inquiries, and policy compliance. Resolves conflicts, moderates content, and enhances user experience.

Content Moderation Community Management Conflict Resolution Customer Service

Accountant

El Abd Patisserie

Dec 2018 - Dec 2019 (1 year)

Processed and recorded invoices accurately with 99.8% accuracy, also reducing payment delays by 15%. Managed payroll processing for supervisors, sales agents, and drivers, ensuring accurate and timely payments.

Accounting Invoice Processing Payroll Management Accuracy

Customer Service Representative

Xceed

Jun 2017 - Jan 2018 (7 months)

Customer Service Representative focused on exceptional experiences. Skilled in efficiently resolving inquiries, professionally handling complaints, and building lasting relationships.

Customer Service Complaint Resolution Communication Skills