Mike Boutros Zaza
Overview
10
10
years of professional experience
Work history
Logistics & Delivery Specialist/Senior Customer Support Specialist
Escalation Senior Officer & NPS Analyst
NPS Improvements
- All Brands ) : understand how the business work contributes to the strategy and creates customer value by following up with customer complains solve and make sure of that as per the SLA'S set by the business eliminate non- value work that doesn't align and quickly learn and adapt to achieve better outcomes address the issues directly and specifically to the concern departments Delivery buying warehouse security and the business analysts prepare detailed report on customer complaints for managers my core role is to understand our customers, their needs and aspirations, and develop compelling solutions and experiences for them being active member of our Business analyst team and coordinate with them to solve customer issues and predict upcoming complains related to technical issues payment through Cyber source website and App issues for NPS my role is to Help manage and maintain NPS measurement infrastructure by calling customers pull the correct data address it correctly for company statistics purposes understand the root causes including metrics integrity and future, Customer Care & Sales Consultant, Ounass Luxury Platform) : Address Customer inquiries and resolve their issues by providing professional demeanor and strong communication skills treat the customer like high quality customer in visit to brand boutique from answering their questions and complains on multiple channels on the same time calls e- mails and social media (Face book, Instagram, Twitter) all over GCC countries, from order tracking to communication with delivery department to address issues to planning and warehouse for wrong and damage orders in the same time meet the sale target by promoting our luxury brands to customers and offer placing an orders online either cash on delivery or credit card contact outsource shipping companies (DHL, Fetchr, Aramex for GCC requests raise return request to customer and ensure to be collected .
Logistics & Delivery Specialist/Senior Customer Support
Farfetch
2018.05 - Current
- Communicate with Different Courier provider (DHL, UPS) to solve customer issues from Customs related problems Create shipping related documents in order to export and import goods, provide reporting Tool to understand better our supply chain and Logistics create ideas to enhance and Reduce costs of operations (Delivery, Return and across Logistics platform)
Customer Care Specialist
Al Tayer Group
2017.06 - Current
- Provide the best customer service care experience for Luxury Platform by giving the best knowledge of brands, thinking always one step ahead Go above and beyond with the customer in providing the best solutions to problems And provide the best ideas, coordinate with different level of departments like Finance Logistics and Operations to work on solving customer requests and issues enchase The response rate by being proactive always with the customer
- E-Commerce Dep.) (Ounass, NisNass , NASS, Gap Online , Mamas & Pappas Online
Escalation Senior Officer
Wadi.com
2014.09 - 2016.02
- Solves customer Issue by providing proper actions from different return to warranty cases as general and other by escalating the issue to the concern department , listen to the customer complains understand their issue by cases ,follow up with customers case by case and make sure to close the matter by estimated time preparing reports and data analyzing Coordinating with other teams like marketing and website technicians to amend errors On the website, increase customer satisfaction rates by doing NPS reports
- Root Cause Analysis officer: involves in Deep data analyses from different kind of sectors find out compliance and technical Errors from the beginning of placing order to delivery observe all the gaps in systems catch them coordinate them in documented data forms and provide action plans to be implemented to reduce cost and fasten general process
- Social Media & Customer Engagement Specialist: Solve customer request on E-mails also reply App reviews of customer come on different social media App's (Face book, Twitter, Wadi App) with professional level of response both public on Apps and private on customer E-mail's
- Inbound, outbound CSR Associate: receiving customer calls subjected query and complains
- Solve the issue or escalate his issue to higher management,
- Doing out bound calls to confirm details of customer in their order purchase try to
- Answer their queries and questions
sales Associate
2013.09 - 2014.10
- Medical cosmetics, sport & fitness machines
- (Outbound source section for (GCC): Making out bound call regarding to offer our customers the company products & follow up with the customer until product has been delivered & note them feedback to reach the best customer serves & quality
- CUSTOMER SERVICE: receive inbound calls in regards Customer inquiries & complains & try to solve the issue coordinating with the censor department.
Education
Administration &reception
High Institute of Tourism Science, S.S.H.S Jemaran
Skills
- Areas of expertise include:
- Customer Care & Support Logistics & Supply Chain Management Reporting & Analytics
- Strong Analytical Skills Communication & presentation skills branding & Positioning
- Languages:
- Arabic Excellent
- English Excellent
- Armenian Excellent
Accomplishments
- Logistics & Delivery Specialist/Senior Customer Care Support Specialist:
- Distinguished, dynamic and highly qualified professional offering a decade of constructive experience across various facets of customer relationship, Construction and Design.
Timeline
Logistics & Delivery Specialist/Senior Customer Support
Farfetch
2018.05 - Current
Customer Care Specialist
Al Tayer Group
2017.06 - Current
Escalation Senior Officer
Wadi.com
2014.09 - 2016.02
sales Associate
2013.09 - 2014.10
Logistics & Delivery Specialist/Senior Customer Support Specialist
Escalation Senior Officer & NPS Analyst
NPS Improvements
Administration &reception
High Institute of Tourism Science, S.S.H.S Jemaran