Passant M.
Mid-Level Customer Operations Specialist
Open to offersNew to PlatformAbout
Passant M. is an accomplished Customer Operations Specialist with over 15 years of experience supporting global customers across technology, e-commerce, SaaS, and consumer product industries. She has held key roles at organizations such as ZeroCarb LYFE, Best Kept Shared, Upland Software, Givaudan, British Council, Samsung UK, Vodafone UK, Cisco, and Xbox UK, where she managed order processing, customer support, technical troubleshooting, and team guidance. Proficient with CRM software including Salesforce, SAP, Oracle, Zendesk, and Monday tool, Passant expertly developed SOPs, training materials, and workflow optimization processes to drive efficiency in high-volume, multi-channel environments. She has a proven track record handling marketplace operations (Amazon, Walmart), coordinating with internal teams, and ensuring smooth order-to-cash cycles, especially within the MENA region and for major accounts like PepsiCo. Passant is fluent in Arabic and English and holds a Bachelor of Arts from Cairo University.
Experience
Customer Service Team Lead
ZeroCarb LYFE · 2022 — 2026Created standard operating procedures and training videos to assist the team in managing customer interactions. Worked closely with the growth team to produce and analyze reports on order processing and customer feedback metrics, facilitating process improvements. Oversaw operations for Amazon and Walmart marketplaces, focusing on order management, performance reporting, inventory coordination, and fulfillment tracking.Customer Relations Specialist
Best Kept Shared · 2025 — 2026Provided leadership for a small team, ensuring smooth day-to-day operations. Utilized Monday Tool to structure workflows, monitor tasks, and enhance overall efficiency. Developed comprehensive SOPs and training documents to clearly define team processes.Order Management Specialist
Upland Software · 2018 — 2021Managed the verification, review, and entry of customer purchase orders into Salesforce (Lightning & Classic). Conducted contract verifications and processed credits and debits to maintain accurate billing and tracking of orders. Collaborated with the sales team and accounts receivable to address order inquiries, resolve technical and operational issues, and ensure effective order-to-cash processes for key accounts.Customer Care Coordinator
Givaudan · 2014 — 2018Facilitated coordination with internal departments to oversee the complete order-to-cash cycle, ensuring prompt and accurate order fulfillment for key accounts in the MENA region and Egypt, such as PepsiCo. Employed Lean Six Sigma methodologies to execute operational tasks related to customer records, managing customer-specific information and contracts through SAP software.Customer Service Representative
British Council · 2013 — 2014Responded to over 60 customer inquiries daily regarding courses and exams via phone and the Facebook page.Customer Service Representative
Samsung UK · 2013 — 2013Addressed technical issues concerning TVs by providing answers to general inquiries over the phone.Customer Service Representative
Vodafone UK · 2012 — 2013Delivered ongoing support to customers by phone, focusing on technical issues related to smartphones and billing matters.Order Processing Clerk
Cisco · 2011 — 2012Configured orders for B2B accounts in the system, verifying account information and handling order-related inquiries through Oracle software.Technical Support Agent
Xbox UK · 2008 — 2011Ensured customer satisfaction by troubleshooting and responding to hardware and network technical issues through CAP software.
Skills & Expertise
Education
- Bachelor of ArtsCairo University · 2003 — 2007
Interested in this professional?
Sign in as an employer to save this profile or invite Passant M. to a job.
Sign in as an employer