Zeinab Khaled

I’m an Operations Manager with extensive experience across customer success, sales, and supply chain logistics. I focus on optimizing the order-to-cash process, strengthening after-sales support, and driving measurable operational improvements.

At ShopX, I optimized end-to-end operations using Zoho to support logistics, warehouse management, and timely deliveries. I implemented systems to track shipments, expenses, and performance so decisions stay data-driven, while I lead cross-functional teams to keep processes continuously improving.

Previously, as a Customer Service Representative Team Leader, I mentored a support team and ensured consistent service quality and high satisfaction scores. I handled escalations, tracked KPIs like CSAT, first contact resolution (FCR), and response time, and collaborated across sales, marketing, and logistics to streamline the customer experience.

I also delivered billing, sales, and product availability support and provided after-sales troubleshooting, including billing disputes and service delivery concerns. Alongside resolving issues, I proactively upsold services based on customer needs to contribute to revenue growth and customer loyalty.