Open to opportunities

Feras Alzeobi

@ferasalzeobi

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Seasoned customer service leader with 17 years of experience.

Germany

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What I'm looking for

I am looking for a role that allows me to utilize my expertise in operations management and customer relationship solutions, contributing to company success.

I am a seasoned customer service leader with 17 years of experience in technical support, customer relationship management, training and development, and operations management. My expertise lies in developing strong business relationships with clients and identifying their future needs, which has led to a proven track record of attracting new clients and transforming nascent business divisions into profitable ventures.

As an Omni-channel customer service trainer, I excel at conveying best practices for customer interactions. My technical skills include extensive experience with systems such as SAP, Zendesk, Freshdesk, and Magento. I have successfully coordinated the onboarding and structuring of these systems, ensuring effective communication of their benefits to clients, resulting in successful onboarding and customer satisfaction. My leadership has contributed to the ongoing effectiveness of various systems, including eyewa's Order Management System and ERP system.

I am seeking a challenging position where I can leverage my expertise in operations management and customer relationship solutions to make a meaningful contribution to the company. I am particularly interested in roles that allow me to utilize my professional skills in a tactical capacity, driving customer satisfaction and operational excellence.

Experience

Work history, roles, and key accomplishments

Head of Customer Care

eyewa.com

Jun 2020 - Aug 2022 (2 years 2 months)

Led the customer service team at eyewa, developing operational processes and tools to enhance customer experience. Implemented changes to NPS surveys and handled escalations, achieving global standards in customer satisfaction.

Customer Service NPS Operations Team Leadership CRM Systems Problem Solving Analytics Training Development Stakeholder Management

Customer Service Manager

Mumzworld.com

Sep 2019 - Jul 2020 (10 months)

Managed end-to-end customer experience for Mumzworld, directing customer service teams across multiple regions and collaborating with logistics to ensure smooth delivery and high customer satisfaction.

Customer Experience Strategy Team Management Logistics Coordination Cross Functional Collaboration Customer Feedback Analysis Problem Solving Stakeholder Engagement

Manager – Customer Experience

noon.com

Apr 2019 - Oct 2019 (6 months)

Drove customer experience initiatives at noon.com, implementing NPS survey changes and enhancing user experience controls to improve customer satisfaction and retention across the order lifecycle.

Customer Experience Management NPS User Experience Design Stakeholder Management Process Improvement Customer Retention Team Leadership

Training and Development & Quality Manager

Cupola Teleservices

Feb 2018 - Apr 2019 (1 year 2 months)

Developed and implemented quality management systems at Cupola, ensuring high standards across functions and leading training programs to enhance team performance and customer satisfaction.

Quality Management Systems Training Development Performance Customer Satisfaction

Regional Assistant Manager – Service Operations

Samsung Gulf Contact Center

Apr 2014 - Jan 2018 (3 years 9 months)

Led a large team at Samsung's support line, ensuring exceptional service delivery and managing client communications, contract renewals, and performance reviews to maintain service level agreements.

Service Management Team Leadership Client Communication Contract Management Performance Reviews Conflict Resolution Staff Training

Senior Technical Supervisor

Samsung Gulf Contact Center

Apr 2012 - Mar 2014 (1 year 11 months)

Supervised technical support operations at Samsung, ensuring high-quality service delivery and effective problem resolution for customer inquiries.

Technical Support Customer Service Quality Assurance Service Delivery Communication Skills Training

Sales & Customer Service

Al Besher Computer Co.

Jun 2008 - Nov 2011 (3 years 5 months)

Provided sales and customer service support at Al Besher, focusing on client relationships and ensuring customer satisfaction through effective communication and service delivery.

Sales Support Customer Service Client Relationship Management Communication Skills Problem Solving Product Knowledge Team Collaboration

Activation & Credit Control

MTN Co.

May 2005 - Jun 2006 (1 year 1 month)

Managed activation and credit control processes at MTN, ensuring compliance and customer satisfaction through effective service delivery.

Activation Compliance Management Service Delivery Problem Solving Communication Skills Team Collaboration

Education

Degrees, certifications, and relevant coursework

Syrian Computer Workers Union

Certificate, Computer Maintenance

2011 - 2011

Obtained a certificate of experience in computer maintenance, enhancing technical skills in hardware and software management.

Damascus University

Bachelor, English Literature

2007 - 2011

Completed a Bachelor in English Literature, focusing on various aspects of English language and literature, including critical analysis and interpretation of texts.