Moayad Hammad

Being the first Customer Success Manager, my responsibilities are: -Built the Customer Success Team from scratch. -Created playbooks for Customer Success: . Customer Journey . Success Plan . On-boarding . Business Review -Build relationship-driven growth with thorough on-boarding and ongoing engagement, including training, consulting, and regular communication about product features and resources. -Create Success Plan for each client and work with them to achieve their desired goals and outcomes. -Helped in building the Customer Support team.

-Assign tasks to the translation team through dedicated software. -Assist in organizing information and updating databases. -Take part in day-to-day operations and reporting.

-Focal point for customer’s express and ecommerce shipping requests. -Assist customers on status of their shipment, outstanding shipments or tracking. -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.

-Responded to and handled customer complaints and inquiries through calls or e-mails efficiently. -Performed quality assurance and reported incidents/errors to Supervisor. -Developed personal organization and multitasking skills in a fast paced environment. -Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s mentors and trainers of both new and established employees. -Performed accounts verification for website users. -Dealing with and managing work crisis efficiently.