MOHAMED IBRAHIM NASR

Dubai,UAE

Summary

Customer Happiness professional with over a decade of experience in customer service, e‑commerce operations, and contact center performance. Known for improving satisfaction scores, reducing customer effort, and coaching teams to deliver exceptional service. Seeking to bring strong leadership, process improvement skills, and a KPI‑driven mindset to the Happiness Representative Supervisor role.

Overview

years of professional experience

Work history

Customer Happiness & E-commerce Representative

Mai Dubai

2022.02 - 2026.03

Support new joiners through structured onboarding, shadowing, and systems training to maintain team efficiency.
Analyze customer behavior and feedback to identify recurring issues and recommend actionable improvements.
Resolve escalated cases with professionalism and empathy, strengthening customer trust and retention rates.
Manage 100+ daily interactions across phone, chat, email, and social channels while consistently achieving high CSAT.
Oversee e-commerce operations including product catalog updates, pricing accuracy, stock levels with distribution & Logistics teams.

Senior Customer Service & Merchant Onboarding

Backoffice FZ LLC

2018.12 - 2022.02

Handled high-volume inbound campaigns and resolved customer inquiries using CRM tools.
Supported onboarding of merchants and maintained lasting relationships through effective communication and price negotiation.
Collaborated with logistics and operations teams to ensure SLA standards were met across all service channels.

Assistant Front Office Manager

Lina Park Hotel Group

2013.12 - 2018.10

Managed front office operations including reservations, guest relations, and daily team allocations.
Coordinated with housekeeping and F&B teams to ensure exceptional guest experiences and satisfaction rates.

Education

Bachelor's Degree - English Language & Literature

Tanta University

Skills

Leadership: Team Coaching, Onboarding, Performance Mentoring
Operations: KPI Management (CSAT, AHT, FRT, SLA, NPS), Workflow Optimization

Technical: SAP / SAP HANA, Zendesk, CRM Ticketing Systems
Strategy: Escalation Management, Root Cause Analysis, E-commerce Process Enhancement

EDUCATION & SKILLS

Languages: Arabic (Native), English (Excellent)

Awards

• Mai Star Award – 2022
• Mai Star Award – 2024
• Mai Star Award – 2025
Recognized multiple times for exceptional customer service, performance excellence, and contribution to team success.

Timeline