LUJAIN ALJAAFARI
Customer Care Lead
Dammam,04
Summary
Detail-oriented team player and results-driven professional with 3 years of experience in project management, team leadership, and strategic planning within dynamic customer care environments. Proven track record of spearheading transformative initiatives that drive significant improvements in customer satisfaction and operational efficiency. Skilled in optimizing CRM systems, preparing insightful reports, and enhancing dispute resolution processes to deliver exceptional outcomes. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
3
3
years of professional experience
3
3
Certifications
Work History
Customer Care Lead
Shobbak
3 2023 - Current
- Created customer-centric vision for Customer Care Department and set clear goals and KPIs to achieve it
- Played crucial role in development of company-wide customer service guidelines, ensuring consistency across all channels.
- Developed and implemented new customer service initiatives, which resulted in 20% increase in customer satisfaction, reduced first response time by more than 50%
- Collaborated with other departments to ensure seamless service delivery for customers across all touchpoints.
- Improved order tracking system to increase customer satisfaction and reduce inquiries
- Prepared monthly report to track department progress and customers trends
- Developed quality assessment system to track team performance
- Enhanced CRM system by implementing new SLA, automating FAQS responses, adding custom fields to support agent workspace
- Preformed smooth agent onboarding process
- Implemented new business rules for customers disputes handling.
Project Manager ( Ninja Food Delivery )
Shobbak
01.2024 - Current
- Managing team of over +50 members. Conducted interviews, hired team members, created contracts for freelancers and part-timers, and managed on-boarding and off-boarding processes
- Developed and set performance metrics to track and enhance team efficiency
- Assigned leaders for each team, providing mentorship and guidance to ensure effective leadership
- Built and implemented performance tracking system to monitor team progress and productivity
- Administered payrolls and managed overtime fees, ensuring accurate and timely compensation for all team members
- Support on automating processes to expedite workflow completion, improve efficiency, and reduce human errors.
- Monitored project performance to identify areas of improvement and make adjustments.
- Identified plans and resources required to meet project goals and objectives.
- Recruited and oversaw personnel to achieve performance and quality targets.
Customer Care Specialist
Shobbak
03.2022 - 03.2023
- Provided prompt and effective customer support for users
- Resolved user inquiries and issues through phone, email, and Social media channels
- Facilitated smooth transactions and communications between buyers and sellers in C2C business model
- Assisted users with account setup, profile management, and transaction troubleshooting
- Monitored and reported on user feedback to improve service quality
- Supported in Order Tracking process to track transaction statuses in real-time and support users along their journey.
- Collaborated with cross-functional teams to ensure seamless service delivery for customers.
- Assessed and offered solutions to improve procedures and customer experiences.
Operation Trainee
Shobbak
08.2021 - 03.2022
- Drew more than +100 cities border in Saudi Arabia using Mapbox software
- Order Tracking Calls
- Generated reports detailing findings and recommendations.
Education
Bachelor for English Language and Literature -
Imam Abdulrahman Bin Faisal University
Saudi Arabia, Dammam 01.2018 - 2021.04
Skills
Leadership
undefinedCertification
Professional Certificate in Customer Experience, The CX Academy
Languages
Arabic
Native language
English
Bilingual or Proficient (C2)
Timeline
Professional Certificate in Customer Experience, The CX Academy
07-2024
Project Manager ( Ninja Food Delivery )
Shobbak
01.2024 - Current
Data Analysis and Visualization, Coursera
11-2023
Leadership Foundation Principles, Harvard Leadx
10-2022
Customer Care Specialist
Shobbak
03.2022 - 03.2023
Operation Trainee
Shobbak
08.2021 - 03.2022
Bachelor for English Language and Literature -
Imam Abdulrahman Bin Faisal University
01.2018 - 2021.04
Customer Care Lead
Shobbak
3 2023 - Current
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