Zaher A.
Senior Sales and Customer Support Operations Manager
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About
Zaher A., a seasoned professional in Sales & Customer Support Operations, has accumulated over 5 years of experience in diverse industries such as e-commerce, telecom, insurance, and technology. His expertise lies in leading and optimizing multi-channel customer support channels, including email and live chat, through the use of CRM automations and helpdesk ticketing. Demonstrating a knack for driving high CSAT/FCR and delivering measurable revenue impact, Zaher has actively handled order processing, refunds, delivery claims, and chargeback investigations. At Source-Kode Solutions, he launched efficient support systems for UK e-commerce clients, constructing automated workflows that enhanced customer sentiment and reduced response times. His role in developing policy-based workflows and managing chargebacks has significantly protected margins and minimized losses. With a solid foundation in CRM/Helpdesk Tools such as Zoho Desk, HubSpot, and Zendesk, Zaher efficiently manages support operations while fostering positive customer experiences. He is well-versed in reputation management utilizing platforms like Trustpilot and Google My Business, ensuring brand trust and customer retention across his accounts.
Experience
Sales & Customer Support Operations
Source-Kode Solutions · 2021 — PresentInitiated and expanded Email and Live Chat support channels for various UK e-commerce stores, which led to reduced response times and enhanced customer sentiment and First Contact Resolution (FCR). Developed customer journeys and automated workflows for support operations, maintaining a consistent brand voice and facilitating quicker written resolutions. Streamlined inquiry handling and elevated quality by implementing helpdesk routing, canned responses/macros, and escalation rules within Zoho Desk. Oversaw comprehensive customer order support, including order entry, payment verification, shipping updates, and follow-ups after orders. Established and managed policy-oriented workflows for handling discounts, refunds, replacements, returns, and delivery claims, ensuring clear ownership and adherence to Service Level Agreements (SLAs). Conducted investigations and resolved chargebacks and payment disputes by compiling a comprehensive evidence trail from the customer journey, collaborating with finance and payment gateways to minimize losses. Created Key Performance Indicators (KPIs) and dashboards to monitor response time, resolution time, customer satisfaction (CSAT), Net Promoter Score (NPS), FCR, and escalation rate, utilizing insights for ongoing enhancement. Directed reputation management initiatives, dealing with Trustpilot reviews and establishing social media response guidelines to safeguard brand trust and support retention.Assistant Manager Operations
IBEX Global · 2016 — 2021Directed complete operations encompassing support, retention, collections, and sales for a high-revenue portfolio. Constructed KPI dashboards, quality assurance programs, and training systems aimed at boosting efficiency and service quality.Lead Supervisor Operations
IBEX Global · 2012 — 2016Oversaw round-the-clock contact center operations with over 180 agents; focused on staffing optimization and workflow efficiency improvements, achieving approximately 15% gains in efficiency.Senior Executive / Executive Call Center
Warid Telecom · 2005 — 2012Managed customer support operations and service delivery in a high-volume environment, facilitating customer retention through structured follow-ups and adherence to established policies.
Skills & Expertise
Education
- Bachelor of Science in Computer EngineeringSir Syed University of Engineering and Technology · — — 2001
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