Open to opportunities

Menna Tallah Ashraf Farouk

@mennatallahashraffar

Message

Dedicated customer success leader with a passion for team development.

Egypt

Message

What I'm looking for

I am looking for a role that values collaboration, innovation, and customer-centric strategies, where I can continue to grow and make a significant impact.

I am a dedicated professional with a strong sense of responsibility and commitment to excellence. My journey in customer success has equipped me with the skills to lead teams effectively, ensuring that we not only meet but exceed our goals while fostering a positive work environment. I thrive on multitasking and enjoy the challenge of creating strategies that enhance customer satisfaction and retention.

In my current role as Head of Customer Success at Namaa Solutions, I designed and delivered comprehensive onboarding programs that significantly improved client engagement. My leadership has led to the successful implementation of an end-to-end support system, resulting in a 90% improvement in response and resolution times. I take pride in building and mentoring high-performing teams, driving initiatives that have consistently increased client satisfaction scores.

With a background in project management and customer experience across various industries, including Amazon and Jumia, I have honed my ability to analyze data and implement effective solutions. I am passionate about leveraging customer insights to drive organizational change and enhance service delivery, ensuring that our clients receive the best possible experience.

Experience

Work history, roles, and key accomplishments

Current

Head of Customer Success

Current

Namaa Solutions – Linker

Nov 2024 - Present (8 months)

Designed and delivered comprehensive onboarding and training programs for clients, ensuring successful platform adoption. Built and led the customer success team, including training, performance monitoring, and assigning day-to-day tasks.

Onboarding Training KPI Tracking Team Leadership Customer Engagement Social Media Management Content Creation Customer Satisfaction

Disputes Team Manager

Tabby.ai

Feb 2024 - Nov 2024 (9 months)

Led and managed a team of dispute resolution specialists in a call center environment, ensuring efficient handling of customer disputes. Implemented and optimized dispute resolution processes to enhance efficiency and customer satisfaction metrics.

Dispute Resolution Team Management Workforce Planning Performance Management Data Analysis Risk Management Customer Advocacy

Customer Experience Manager

Tabby.ai

Oct 2023 - Feb 2024 (4 months)

Managed and mentored a team of customer service representatives to maintain a high-performance work environment. Supervised daily contact center operations, including call handling, email, and live chat support.

Mentoring Customer Service Operations Policy Implementation

Customer Experience & Quality Assurance Project Manager

Converted.in

Jul 2023 - Sep 2023 (2 months)

Created the CX & QA framework for the CS department and developed a Voice of Customer Framework. Delivered CX insights to leadership, translating them into actionable short and long-term strategies.

CX Strategic Planning

Customer Experience Project Manager

Amazon.eg

Oct 2021 - Jul 2023 (1 year 9 months)

Defined and implemented a CX improvement roadmap across multiple domains, utilizing expert prioritization and program management skills. Assumed responsibility for key CX metrics, achieving year-on-year improvement goals to enhance customer satisfaction.

CX Program Management Customer Satisfaction Root Cause Analysis Customer Feedback Process Improvement Data Analysis Dashboard Development

Customer Service Team Manager

Amazon.eg

Sep 2020 - Oct 2021 (1 year 1 month)

Led Egypt’s migration from Souq to Amazon.eg, serving as the CS POC for testing and training processes. Managed and developed a team of 20-30 associates, overseeing performance management and continuous improvement initiatives.

Call Centre Data Analysis People Management Performance Management Conflict Resolution

CS Manager (Social Media)

Jumia Egypt

Mar 2019 - May 2020 (1 year 2 months)

Identified performance improvement opportunities across teams to drive efficiency and customer satisfaction. Managed overall order SLA reports and provided day-to-day supervision to a team of agents.

Performance Customer Satisfaction NPS Recruitment SLA Training Payroll Administration Process Setup

Team Leader (Social Media)

Jumia Egypt

May 2018 - Mar 2019 (10 months)

Facilitated training for new staff and coached team members to help them meet targets. Planned and devised work schedules, ensuring all channels were covered and managed team performance objectives.

Facilitation Coaching Scheduling Performance Monitoring Conflict Resolution

CS Representative (Social Media)

Jumia Egypt

Mar 2017 - May 2018 (1 year 2 months)

Handled customer inquiries via social media channels and followed up on various order-related issues. Ensured outstanding customer service by providing a friendly environment and maintaining solid product knowledge.

Social Media Management Order Confirmation Customer Service Product Knowledge New Staff Support Communication Skills Problem Solving

Education

Degrees, certifications, and relevant coursework

Misr International University

BA: English and Translation Degree, English and Translation

Completed a Bachelor of Arts degree focusing on English and Translation. Gained comprehensive knowledge in linguistic studies and translation practices.