Feby Magdy Ibrahim
6th October,Egypt
Summary
Dynamic professional with expertise in leadership and team management, customer experience and service operations, and cross-functional collaboration. Adept at communication and problem solving, with proficiency in Microsoft Office applications including Word, Excel, and PowerPoint. Skilled in internet applications and networking basics, committed to driving organizational success through effective team coordination and exceptional service delivery.
Overview
2026
2026
years of professional experience
2007
2007
years of post-secondary education
Work History
Senior & Executive Customer Service Representative
Aramex International
Cairo
- Handled complex and escalated customer cases.
- Maintained strong relationships with key accounts.
- Managed daily workflow procedures and reporting.
- Drove innovation within organization with creative problem-solving strategies.
- Conducted extensive market research for better understanding of competitor strategies .
Retail Outlet Representative
Aramex International
Cairo
- Attended to cash customers and resolved queries.
- Processed cash shipments and ensured prompt issue resolution.
- Maintained high customer satisfaction at the outlet.
Head of Customer Care
Mitcha.com
Cairo
07.2022 - 04.2025
- Implemented and managed the ticketing system to streamline customer support.
- Improved operational processes for greater efficiency and customer satisfaction.
- Conducted in-depth analyses to enhance the customer journey at every stage.
- Assessed private label production quality and delivery timelines.
- Monitored vendor performance and ensured SLA adherence.
- Managed all customer communication channels (social media, email, live chat).
- Coordinated with third-party logistics partners (3PL).
Customer Experience Manager
Mylerz
Cairo
06.2020 - 02.2022
- Built and led a cross-functional Customer Experience team.
- Supervised administrative tasks and managed inbound calls.
- Guided account managers to meet performance and business goals.
- Collaborated with Commercial, Operations, and Accounting teams.
- Proposed improvements in policies, processes, and technologies.
- Produced QA reports and executed customer satisfaction surveys.
Customer Service Leader (E-commerce)
Aramex International
Cairo
01.2008 - 05.2020
- Implemented system and workflow enhancements.
- Delegated tasks and monitored team KPIs.
- Conducted performance reviews and onboarding for new hires.
Assistant Manager
Nefertari Natural Body Care Factory
Cairo
07.2007 - 12.2007
- Managed client relations with international customers.
- Handled invoicing, payments, and basic HR functions.
- Oversaw employee attendance and daily operations.
Education
Graduation - Roman & Greek Studies
Ain Shams University
Cairo, Egypt07.2007
Skills
- Leadership & Team Management
- Customer Experience & Service Operations
- Cross-Functional Collaboration
- Communication & Problem Solving
- Microsoft Office (Word, Excel, PowerPoint)
- Internet Applications & Networking Basics
Custom
Customer Experience Manager
Personal Information
- Date of birth: 12/26/85
- Gender: Female
- Marital status: Married
Timeline
Head of Customer Care
Mitcha.com
07.2022 - 04.2025
Customer Experience Manager
Mylerz
06.2020 - 02.2022
Customer Service Leader (E-commerce)
Aramex International
01.2008 - 05.2020
Assistant Manager
Nefertari Natural Body Care Factory
07.2007 - 12.2007
Senior & Executive Customer Service Representative
Aramex International
Retail Outlet Representative
Aramex International
Graduation - Roman & Greek Studies
Ain Shams University
Similar Profiles
WAFAA HASANWAFAA HASAN
Customer Service Executive at Aramex InternationalCustomer Service Executive at Aramex International
Firas ShnoudehFiras Shnoudeh
Global Commercial Director of Strategic Verticals at Aramex InternationalGlobal Commercial Director of Strategic Verticals at Aramex International
Muhammed MubasheerMuhammed Mubasheer
Certified Forklift Operator at Aramex InternationalCertified Forklift Operator at Aramex International