Ismail Y.

- Provided security awareness training to customers to reduce human-related risks.- Managed end-to-end warehouse operations, customer service, and operational process improvement, ensuring seamless coordination between inventory, fulfillment, logistics, and customer experience.

- Redesigned and enhanced the company's internal warehouse management system (WMS), improving inventory accuracy, warehouse organization, and stock visibility.

- Optimized inventory storage, warehouse layout, and product allocation processes, reducing product search time and saving approximately 3 operational hours per day, enabling higher order processing capacity.

- Increased daily order fulfillment capacity from 100 to 350 orders per day, achieving a 250% increase in operational productivity without increasing operational headcount.

- Designed and implemented a real-time order tracking system, replacing traditional SLA-based monitoring with live operational visibility, allowing proactive issue resolution and faster decision-making.

- Increased overall delivery success rate from 65% to 85% within 3 months by optimizing order tracking, operational follow-up, and logistics coordination.

- Identified and eliminated Fake Delivery Updates generated by third-party logistics providers and delivery agents through operational system enhancements and validation workflows.

- Developed an automated fraud prevention process that identified customers with repeated order refusal behavior, reducing unnecessary shipping costs and minimizing return losses.

- Implemented customer risk classification within the operational system, automatically restricting customers with repeated fraudulent order patterns from placing future orders using the same personal information.

- Collaborated with Operations, Warehouse, Customer Support, and Logistics teams to continuously improve operational efficiency, customer satisfaction, and fulfillment performance.

Spearheaded the launch and operational setup of Best One Egypt, establishing core business operations and leading the local expansion strategy

Led and managed a cross-functional team of 35+ employees across Egypt and Saudi Arabia, driving operational excellence, performance management, and service quality.

Reduced data entry errors to below 1% by redesigning operational workflows and implementing SKU-based validation and monitoring processes, significantly improving data accuracy and reporting reliability.

Designed and implemented API integrations between client brands, e-commerce platforms, and the shipping management system, streamlining order processing and eliminating manual operational bottlenecks.

Increased order delivery success rate from 80% to 93% by replacing weekly/monthly tracking with a real-time shipment monitoring model, improving customer experience and operational efficiency.

Established the company's Real-Time Operations Monitoring Department, enabling proactive shipment tracking, faster issue resolution, and continuous performance visibility.

Built the Quality Assurance Department from the ground up, developing call and chat evaluation frameworks, quality scorecards, SOPs, and performance standards.

Improved Customer Satisfaction (CSAT) from 60% to 85% through quality assurance initiatives, coaching programs, and customer experience optimization.

Collaborated with executive leadership to restructure the company's financial operations by recruiting senior finance professionals and supporting the migration of finance functions to Egypt.

Participated in financial operations audits, including invoice reconciliation, profit & loss monitoring, and financial reporting processes, contributing to stronger financial governance and operational transparency.

Developed operational policies, reporting standards, and performance dashboards to support executive decision-making and continuous process improvement.

Progressed from Key Account Executive to Key Account Supervisor based on performance, leadership capabilities, and operational impact.

Played a key role in establishing Jumia Shipping Services, contributing to the launch and operational development of the company's dedicated shipping division.

Led logistics operations for strategic shipping accounts, ensuring operational excellence, SLA compliance, and customer satisfaction across Egypt.

Successfully acquired and on boarded external enterprise clients to utilize Jumia's shipping network without requiring product listings on the Jumia marketplace, creating an additional revenue stream.

Expanded nationwide shipping coverage to 85% of Egypt, optimizing logistics operations while maintaining competitive shipping costs and faster delivery lead times.

Negotiated and managed partnerships with third-party logistics providers (3PLs) for remote and hard-to-reach areas, while implementing service-level agreements (SLAs) and financial penalty frameworks to improve delivery performance.

Managed a portfolio of high-value enterprise accounts (Mega Accounts), including H&M, Bath & Body Works, Lazurde, Miss L, and Homes Mart, maintaining an average delivery success rate of 99%.

Consistently achieved monthly operational targets of 5,000+ successful deliveries, ensuring service quality and customer satisfaction.

Delivered monthly business targets exceeding USD 3,500 through enterprise account growth, logistics optimization, and strategic client relationship management.

Led and coached a multidisciplinary team consisting of - 5 Key Account Executives - 7 Sales Representatives - 3 Client Support Specialists.

Implemented KPI-driven performance management, workflow optimization, and cross-functional collaboration between Sales, Operations, Logistics, and Customer Support teams.

Strengthened enterprise client relationships by providing strategic account management, proactive issue resolution, and continuous operational improvements.

Handled high-priority enterprise complaints for strategic clients including RAKBANK, Mashreq Bank, Abu Dhabi Islamic Bank (ADIB), and other key corporate accounts while maintaining high service standards and executive-level communication.

Successfully resolved 3,000+ escalated customer complaints, significantly improving customer satisfaction and protecting key client relationships.

Designed and implemented a centralized online complaint management system, integrating complaint tracking with customer interaction history and recorded call reviews to improve case visibility and accountability.

Introduced a structured complaint investigation process using call recordings and quality reviews to identify root causes, evaluate agent performance, and reduce unnecessary complaint escalations.

Developed and delivered a complaint prevention and customer recovery training program for front line teams, reducing monthly escalated complaints by 15% through proactive issue resolution and customer-focused service strategies.

Established operational procedures focused on First Contact Resolution (FCR), ownership culture, and Extra Mile Customer Experience, reducing transfers to the complaints department.

Expanded the Complaints Department to 10 specialists, including:- 6 Voice Complaint Specialists

4 Live Chat Specialists.

Led complaint operations supporting more than 1,500 customer service employees across multiple countries, ensuring service consistency and operational excellence.

Maintained a maximum complaint resolution turnaround time (TAT) of 48 hours, while implementing structured post-resolution follow-up to improve customer satisfaction and long-term retention.

Collaborated with Operations, Logistics, Customer Experience, and Quality teams to identify operational gaps and implement continuous process improvements across the customer journey

Addressed client needs and complaints efficiently.

Provided accurate solutions and ensured clients felt supported.

Engaged in active listening and diffused angry clients.

Built trust-based relationships with clients and team members.

Utilized various software and tools effectively.

Faculty of commerce English section 2017