Open to opportunities

manal el maoula

@manalelmaoula

Message

Customer Success and CRM operations professional improving satisfaction through data-driven remote support.

Lebanon

Message

What I'm looking for

I’m looking for a remote-first Customer Success role where I can own CRM-driven support, resolve escalations, coach teams, and use performance reporting to improve customer satisfaction and retention.

I’m a Customer Service, CRM, and Commercial Operations professional with 10+ years of experience supporting global clients across logistics, insurance, and service industries. I’m known for delivering customer issues resolution in fully remote environments while maintaining high satisfaction and compliance standards.

I combine Remote Customer Support (email, chat, and ticketing) with Customer Relationship Management to manage complaints, escalations, and follow-ups. I use data-driven initiatives—like customer satisfaction KPIs, performance reporting, and segmentation—to guide improvements in customer retention and service workflows.

Across my roles, I’ve led regional customer service and commercial initiatives, built sales structures tailored to regional needs, and trained local and remote teams on CRM systems and digital tools. I also maintain detailed records for reporting and quality assurance.

I enjoy multicultural and cross-regional communication, and I bring a practical, process-focused approach to every interaction—whether that’s streamlining CRM data, improving shipping process efficiency, or strengthening customer service and sales operations. My goal is to help teams deliver consistent customer outcomes at scale.

Experience

Work history, roles, and key accomplishments

Remote Customer Service Agent

Lookinsure LLC

Jul 2025 - Jan 2026 (6 months)

Delivered remote customer support via email, chat, and online ticketing systems, resolving complaints while maintaining satisfaction and compliance standards. Processed applications and policy requests, maintained interaction records for reporting/QA, and supported junior remote representatives.

Complaints Escalation Handling CRM Systems Complaint Resolution Quality Assurance Remote Coaching Microsoft Office Remote Customer Support CRM Email Support Support Ticketing Systems Team Leadership Google Workspace Process Improvement Live Chat

Regional Commercial Ops Leader

Aramex

Apr 2019 - Jul 2023 (4 years 3 months)

Led regional customer service and commercial initiatives across West, Central, and East Africa, including KPI monitoring and performance reporting to senior management. Built sales structures, trained sales teams on CRM and digital tools, and conducted business reviews and customer satisfaction assessments.

Sales Structures CRM Systems Sales Tools team training Regional Business Reviews Stakeholder Management

Regional Commercial Operations Lead

Aramex

Apr 2019 - Jul 2023 (4 years 3 months)

Led regional customer service and commercial initiatives across multiple countries and franchises, including customer satisfaction KPIs and performance reporting to senior management. Trained local and remote sales teams on CRM systems and digital sales tools and conducted business reviews and satisfaction assessments.

Customer Service Leadership Data Analysis performance reporting CRM Systems Sales Tools Sales Enablement Regional Business Reviews Stakeholder Management

Customer Relationship Management Executive

Aramex

Nov 2014 - Oct 2017 (2 years 11 months)

Analyzed customer data and performance trends to support executive decision-making, while preparing regular CRM reports. Collaborated with internal stakeholders to improve customer retention strategies and ensured customer data accuracy and integrity.

Customer Segmentation CRM Reporting Data Integrity Customer Retention

Customer Relationship Mgmt Exec

Aramex

Nov 2014 - Oct 2017 (2 years 11 months)

Analyzed customer data, segmentation, and performance trends to support executive decision-making and prepared regular CRM reports. Partnered with internal stakeholders to improve customer retention strategies and implemented data/process improvements to reduce reporting errors.

Customer Segmentation CRM Reporting Data Integrity Customer Retention

Customer Management Executive

Aramex

Jun 2011 - Nov 2014 (3 years 5 months)

Coordinated international shipping processes, clearance procedures, and export/import documentation while managing client communication, claims, quotations, and service adjustments. Identified upselling and cross-selling opportunities through proactive customer engagement.

Claims Handling Customer Engagement Client Communication Claims Management Quotations Upselling Cross Selling

Customer Service & Sales Representative

Dar Al Kitab

Jan 2008 - Nov 2010 (2 years 10 months)

Managed invoicing, payments, customer records, and daily sales operations, and coordinated with shipping providers. Supported inventory systems and online research to improve customer service processes and customer satisfaction.

Payment Processing Invoicing Sales Operations Online Research Inventory Control

Customer Service & Sales Rep

Dar Al Kitab

Jan 2008 - Nov 2010 (2 years 10 months)

Managed invoicing, payments, customer records, and daily sales operations while coordinating with shipping providers and maintaining inventory systems. Implemented inventory control and improved customer service processes to increase customer satisfaction.

Invoicing Payments Sales Operations Online Research Inventory Control Customer Service Sales Support