Open to opportunities

rania elyan

@raniaelyan

Message

Customer support and operations leader driving SLA optimization and customer success.

Jordan

Message

What I'm looking for

I seek a role where I can lead customer success and operations, optimize SLAs and processes, mentor teams, and drive measurable service and product improvements.

I am a dynamic Customer Support and Operations Team Leader with extensive experience leading customer success initiatives across multiple digital platforms and large-scale systems.

I built and launched a complete Zoho Desk infrastructure and designed SLA automation that reduced average response time to under one minute, while creating comprehensive knowledge management and feedback systems.

I lead, coach, and collaborate with cross-functional teams to translate client insights into product improvements and ensure seamless onboarding, implementation, and post-launch support.

I focus on strengthening client relationships, maintaining near-zero negative feedback, and driving measurable improvements in service efficiency and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & Operations Team Leader

Current

AZM Saudi Digital

Jan 2025 - Present (9 months)

Oversee customer success operations across six digital products, built a Zoho Desk infrastructure and SLA automation that reduced average response time to under one minute while improving satisfaction and retention.

Zoho Desk SLA Customer Onboarding CRM Client Relations Process Optimization Data Reporting

Product Support & Implementation Specialist

AZM Saudi Digital

Jan 2021 - Dec 2024 (3 years 11 months)

Managed end-to-end onboarding, customization, and client training for new product implementations, coordinating project teams to ensure timely delivery and successful adoption.

Implementation Customer Training Onboarding Configuration Jira Project Coordination Post Deployment Support & Customer Success

Customer Relations Officer

Alawneh Exchange

Feb 2020 - Nov 2021 (1 year 9 months)

Delivered customer service for remittances and foreign exchange operations, ensuring compliance with SWIFT and Western Union procedures while maintaining strong client relationships.