Luma Abu Fakheida
Amman
Summary
Dynamic Customer Service Team Manager with a proven track record at Cashcom, specializing in complaint resolution and team management. Expert in implementing SOPs and training programs, enhancing service quality. Skilled in data management and utilizing platforms like Freshdesk to drive operational improvements and foster a customer-centric culture.
Overview
10
10
years of professional experience
Work History
Customer Service Team Manager
Cashcom
10.2023 - Current
- Built the Customer Service department from the ground up, aligning structure and strategy with organizational goals and startup dynamics.
- Led the end-to-end recruitment, onboarding, and training of team members; created comprehensive training programs and materials to ensure consistent, high-quality service delivery.
- Developed and implemented standardized operating procedures (SOPs), customer communication templates, and chatbot scripts to support a unified omnichannel support experience.
- Conducted in-depth research and competitive analysis of customer service platforms; gathered vendor quotes and recommended the most suitable solution based on operational requirements and budget.
- Cultivated a customer-centric culture focused on delivering exceptional service in line with the company’s growth vision and startup values.
- Collaborated with Marketing to integrate customer service channels into campaigns and develop web-based resources such as FAQs; partnered with Product to create user manuals and in-app guides that improve user experience and satisfaction.
- Worked closely with strategic partners like Maqsam to test and provide feedback on customer service features; collaborated with A2A and internal product teams to enhance the app and website for cultural relevance and usability within the Iraqi market.
- Utilized performance data and daily reports to identify trends, refine support strategies, and drive continuous improvement through data-informed decision-making.
- Oversaw team performance through regular analysis and reporting (Weekly, Monthly, and Quarterly Business Reviews), leveraging KPIs to guide operational enhancements.
- Established agent performance scorecards and evaluation frameworks to ensure accountability and recognize high performance.
- Delivered ongoing coaching, 1:1 sessions, and performance reviews to support team development and maintain alignment with service objectives.
- Monitored agent workload and utilization to optimize workforce efficiency and uphold consistent service standards.
Resolution Specialist
Amazon.com
08.2020 - 05.2023
- Contact the customer directly to gather data for root causes analysis, Troubleshooting, and close the case for the customer
- Recorded details of conversations, complaints and actions taken in CRM.
- following up the tam in the monthly meetings, reports and evaluation
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with the other teams to resolve customer complaints and drive customer experience.
- Trained new personnel regarding company operations, policies, and services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Seller Support Agent
Souq.com
04.2017 - 07.2020
Customer Service Associate
Souq.com
10.2015 - 03.2017
Education
Bachelor of Arts - Social Work
The University Of Jordan
Amman06-2015
Skills
- Sales support
- Coaching and mentoring
- Complaint resolution
- Team management
- Data management
- Business Development
- Analytical & Investigative Skills
Languages
English
Advanced (C1)
Arabic
Bilingual or Proficient (C2)
Software
Microsoft office
Elastic
Freshdesk
Amazon CSC
Odoo
Infobip
Maqsam
Jira
Cashcom Omnichannel
Timeline
Customer Service Team Manager
Cashcom
10.2023 - Current
Resolution Specialist
Amazon.com
08.2020 - 05.2023
Seller Support Agent
Souq.com
04.2017 - 07.2020
Customer Service Associate
Souq.com
10.2015 - 03.2017
Bachelor of Arts - Social Work
The University Of Jordan
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