Fehima Boughdiri

Coordinated day-to-day customer engagement workflows across on-cloud sites and official stores, covering multiple channels across GCC and MENA regions.

Handled customer complaints to support customer experience improvement as customer advocate.

Coordinated call and email resolution workflows for On Cloud operations while practicing metric-driven quality adherence toward ATS and ATH expectations.

Served as point of contact between banks, clients, and production teams for business and bank card issuance.

Oversaw complete card production workflow from execution through delivery to support operational continuity.

Investigated card delivery quality concerns, assessed customer expectations, and led dispute resolution.

Partnered with sales team to ensure timely sales close and accurate client invoicing.

Coordinated with Finance on payment flow to support accurate and timely payment handling.

• Created comprehensive, easy-to-follow policies covering employee responsibilities and customer-facing conduct.
• Built inclusive, respectful workplace by consistently engaging employees and customers with professionalism, respect, and consideration.
• Owned end-to-end management of customer service and administrative tasks, ensuring prompt resolution of customer issues.
• Directed workflow operations and team productivity to maintain progress toward quality service goals.
• Directed onboarding training for new team members and mentored progress toward productivity, accuracy, and friendly service.
• Resolved associate tool and service delivery issues based on statistical report findings.
• Managed cross-department communication to align responses and provide customer support.
• Coordinated staff scheduling to ensure readiness for high-volume and low-volume customer inquiry periods.
• Coordinated customer requests with internal department stakeholders to maintain alignment and communication.
• Oversaw end-to-end workflow management to ensure service quality alignment and exceed quality service goals.
• Developed and published customer service performance metrics to measure organization success in delivering
• Developed client-facing empathy practices and sustained strong client relationships while exceeding defined service standard goals.
• Tracked and coordinated all critical cross-department escalations to sustain customer retention rates.

• Resolved customer issues effectively while focusing on delivering a positive experience.
• Acted as primary point of contact between customers, management, and sales teams.
• Facilitated an improved customer experience that fostered client loyalty.
• Addressed customer inquiries with detailed and professional responses.
• Leveraged CRM software to monitor interactions and support efficient account management.
• Collaborated with colleagues to improve service delivery and simplify workflows.
• Led efforts to enhance response times and boost overall team efficiency.
• Handled a large volume of calls each day while maintaining professionalism and delivering excellent service.

Corporation as a Lead Process Owner

• Working in parallel with three department as a coordinator to ensure campaign and events execution.
• Coordinate between marketing department and sales team by assuming invitations sent across to targeted customers to ensure potential leads are generated.
• Coordinate between sales and sales excellence to ensure all leads assigned to right owners within deadline time.
• Coordinate between data analytics team and marketing team to ensure a valuable report of ROI.
• Assuming profiling and telemarketing campaigns are launched.
• Active and comprehensive reporting to top management covering marketing generated opportunities and sales targets as well as sales team performance.
• Profiling organizations and exploring networks creating a solid database for regional sales.
• Reaching out to customers via various channels to assure attendance to webinars, seminars, workshops and events.
• Generating sales leads via various channels covering all Middle East and North Africa.
• Contacting multinational companies (North Africa and Levant, GCC regions) to provide new solutions and products as well as track their upcoming projects in which Cisco can have a hand on.

• Managed customer inquiries and support calls.
• Assisted in assessing and validating fines.
• Facilitated direct customer interactions at Salik customer service office.
• Processed complaints and remarks effectively.
• Investigated Salik violations and coordinated with control room operations department.
• Reviewed departmental documents for proper distribution and organization.
• Secured necessary document clearances, certificates, and approvals from local, state, and federal agencies.