Freelancer profile translated to English.

Description

I am a Customer Experience and Operations Specialist with over 3 years of experience in the logistics and delivery industry. During my tenure at GMRL/NokNok, I was responsible for coordinating customer concerns, incident management, and optimizing internal support processes.

I work in a structured, solution-oriented manner and communicate fluently in German, English, and Arabic — an advantage for companies with international customers or partners.

My studies in Business Management at Ulm University provide the analytical foundation for my work.

Languages

English
Native or bilingual
German
Fluent
Arabic
Fluent

Workplace preferences

Remote only

Primarily works remotely

NokNok
Customer Experience Leader
November 2024 - Today (1 year and 9 months)
• Led day-to-day customer experience operations for a logistics SaaS platform, overseeing 30–60 daily cases while maintaining 95%+ CSAT.
• Designed and implemented support workflows, macros, and escalation processes that reduced first-response time by 20%.
• Acted as the primary liaison between customers and product/engineering teams, tracking bugs and driving platform improvements.
• Delivered weekly performance reports and insights to leadership to guide service quality decisions.
• Managed CRM tooling and knowledge base content to improve team consistency and self-service adoption.
Operations Management customer success Process Optimization
SmartSource
Customer Success Specialist
October 2023 - October 2024 (1 year)
Managed the full customer lifecycle from onboarding
to retention across 50–60 daily interactions.
Supported new client adoption, reducing early churn
through proactive engagement. Monitored customer
health scores and flagged at-risk accounts. Acted
as the primary point of contact for long-term
client relationships.
customer success Customer Experience Management Customer Experience Management Operations Management Process Optimization
Lieferando
Customer Support Associate
October 2022 - September 2023 (11 months)
Handled 50+ daily customer interactions via phone,
email, and chat in English and German. Resolved
complaints, order issues, and logistics queries
while maintaining high satisfaction scores.
Documented cases and supported internal teams
with scheduling and issue resolution.
Customer Experience Management Multilingual Communication Operations Management