• Implement data-driven customer care and resolution initiatives, resulting in a significant increase in customer satisfaction scores. • Assess feedback and surveys to identify and address key pain points in the buying process, reducing product returns and increasing overall sales volume • Provide insights on emerging customer trends to the leadership, which can lead to informed policy changes, increased conversion rates, and enhanced product offerings. • Work closely with logistics teams to streamline delivery and assembly services, improving on-time deliveries and reducing costs. Key Achievements: • Boost Net Promoter Score (NPS) by enhancing customers’ shopping experience through quality service delivery. • Successfully reduced complaint resolution time, leading to improved customer retention and fewer escalations. • Designed training programs for the team members on advanced customer engagement techniques, resulting in a higher retention rate and stronger brand advocacy.

• Improved operational turnaround of the Home Decoration and Outdoor Furniture department through effective task delegation and ongoing coaching to team members, ensuring seamless customer service delivery. • Developed sales forecasts, inventory planning, merchandising, and store layout strategies, ensuring 100% product availability and enhancing the in-store shopping experience. • Successfully transformed the department, moving it from last place in the region to a profitable unit by improving sales strategies, team engagement, and customer satisfaction.

• Launched IKEA’s E-Commerce operations in Egypt, leading a team 36 in Customer Relations and optimizing the shopping experience, resolutions, and consumer behavior analysis. • Redesigned Home Delivery & Assembly services, ensuring market affordability and financial feasibility while working closely with drivers, assemblers, and routing teams to enhance training and service quality. • Reduced customer complaints to less than 1%, significantly outperforming the regional average of 5% by proactively identifying pain points and improving conflict resolution. • Maximized Net Promoter Score (NPS) and Happy Customer Scores by leveraging Superuser CRM, improving customer interactions, and ensuring a seamless shopping journey. • Collaborated with the Sales team to streamline the buying process, reducing returns and cancellations and increasing sales volume through customer insights and behavioral trend analysis.

• Reviewed ongoing programs, assessed customer feedback, and analyzed P&L and financial reports to determine KPIs and restructure customer support strategies, resulting in the highest client engagement rates. • Decreased labor cost and turnover ratio through optimized recruitment, appraisal, performance recognition, leadership development, employee relations, and conflict resolution initiatives. • Minimized 100% theft, any suspicious activity, and behavior by implementing data-driven loss prevention strategies and advanced surveillance systems, ensuring regulatory compliance

PROFESSIONAL EXPERIENCE