hala hafez

Manages multi-channel customer interactions and resolves product/technical queries using automotive spare-parts knowledge. Processes orders, returns, and exchanges while building relationships with wholesalers, retailers, and workshops.

Monitors and optimizes the customer journey across the mobile-app platform, identifying friction points and driving user-experience improvements. Analyzes customer sentiment from app store reviews and tracks CSAT metrics, acting as liaison between customers and cross-functional teams.

Executed promotional campaigns and engagement initiatives, maintained service-level targets, and minimized lost-call rates. Coordinated across departments to resolve customer inquiries.

Designed and implemented office systems, policies, and procedures to improve operational efficiency. Led recruitment, onboarding, training, and development of office staff, and managed annual budget planning and variance analysis.

Led a customer service team through coaching, mentoring, and performance management to exceed customer satisfaction targets. Set team KPIs, managed scheduling and workforce planning, and recruited and hired representatives.

Delivered high-quality service across all touchpoints, promoted new offerings, and consistently met staffed-time targets with comprehensive product and policy knowledge.

Handled high-volume telecom inquiries and collaborated with internal teams to resolve complex issues and ensure positive customer experiences.

In progress, building formal people-management credentials.

Bachelor of Education in English Education.