Eman Helmy
Dubai,UAE
Summary
A highly organized and hard-working individual looking for a challenging role in a reputable organization to utilize my management skills for the growth of the organization as well as to enhance my knowledge and experience about new and emerging trends in the Freight & E- Commerce and logistics sectors
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Senior Customer Success Specialist
Aramex
Dubai, UAE
09.2023 - Current
- Lead the performance dialogue internally (mainly with operations) in regards to the overall Act as the main focal point for escalations. Ensure a solution is provided to each customer
- Lead the performance dialogue externally, with strategic customers, based on agreed Service Level Agreements, for above mentioned products
- Ability to present and portray performance via analytical, data driven and scientific insights. (dashboards, presentations, analysis)s.
- Drive operational excellence and efficiencies projects. Ability to deep dive into processes, identify bottlenecks, eliminate waste and pragmatically implement new ones having a cross functional approach.
- Collaborate with the Customer Success Leader to contribute insights and ideas for improving team performance, processes, and customer satisfaction strategies
- Take the lead in resolving the most challenging customer inquiries, complaints, and issues, utilizing your advanced problem-solving skills and experience.
- Work closely with key customers to understand their evolving needs, provide strategic advice, and identify opportunities to enhance their shipping experience
- Utilize data analysis to derive insights into customer performance, and pain points, driving informed decisions and customer-centric strategies.
- Act as the escalation point for complex customer issues, demonstrating diplomacy, empathy, and a solutions-oriented mindset.
- Manage end to end shipment life cycle liaising with all internal and external stakeholders
- Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
- Takes and handles customer inquiries, e.g. Track and Trace
- Responsible for all KPIs and SLAs agreed with allocated customers
- Takes and registers all customer complaints
- Drives solution of customer complaints by solving it directly or assigning tasks to other function
- Ensure seamless transaction liaising with Pricing and Billing teams
Customer Success Specialist:
Aramex
Dubai, UAE
01.2022 - 08.2023
- Focal point for customer’s express and ecommerce shipping requests
- Assist customers on status of their shipment, outstanding shipments or tracking.
- Manage end to end shipment life cycle liaising with all internal and external stakeholders
- Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
- Takes and handles customer inquiries, e.g. Track and Trace
- Responsible for all KPIs and SLAs agreed with allocated customers
- Takes and registers all customer complaints
- Drives solution of customer complaints by solving it directly or assigning tasks to other function
- Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
- Ensure seamless transaction liaising with Pricing and Billing teams
Customer service specialist
Aramex
Cairo , EG
01.2017 - 12.2021
- Handling key business accounts with different segments ( Express - e-commerce - domestic - banks - insurance companies )
- Aligning with different operations stations over the world to ensure meeting customers claims & targets and to sort out any pending issue or complaint.
- Providing Rates to the customers
- Leading customer's daily inquiries with end to end follow up .
- Monitoring accounts performance and finding the challenging common issues and working internally with our operations to solve them
- Scheduling visits to our operations to discuss the progress and getting to know the last updates about operational circular and keep our customers updated .
- Generation Reports showing the details and updates for all the shipments.
Education
Bachelor of Business Administration - Commerce
Faculty Of Commerce
Cairo - EG 02.2012 - 05.2016
Skills
- Business Process Improvement
- Customer Success
- Strategic Planning
- Account Management
- Operations
- Leadership Skills
- Innovation and creativity
- Negotiation
Languages
English
Fluent
Arabic
Native
Timeline
Senior Customer Success Specialist
Aramex
09.2023 - Current
Customer Success Specialist:
Aramex
01.2022 - 08.2023
Customer service specialist
Aramex
01.2017 - 12.2021
Bachelor of Business Administration - Commerce
Faculty Of Commerce
02.2012 - 05.2016
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