CX & service operations
Improving customer journeys, managing complaints and escalations, and addressing the root causes of recurring issues.
CUSTOMER EXPERIENCE · OPERATIONS · AI
Customer Experience & Operations Manager
Better service.
Stronger operations.
I help teams deliver thoughtful, consistent customer service through clear processes, practical coaching, and well-designed support systems.
Over 6 years of experience across customer care, support operations, quality assurance, and technical support, bringing together people leadership, data, and practical automation.
Based in Damascus, Syria
CURRENT ROLECustomer Service ManagerBeInMedia - Nmo AI
6+
Years of experience
Across service, operations & technical support
30%
Reduction in response times
Spacetoon · Workflow optimization & team training
40%
Reduction in repetitive inquiries
AI support design · Conversation flows and personas
01 / ABOUT
Strong teams.
Consistent service.
My background in technical support shapes how I lead customer experience: understand the issue, give the team clear guidance, and build processes that work in practice. I focus on service standards, meaningful performance measures, reliable documentation, and coaching based on real customer interactions.
Since September 2026, I have been Customer Service Manager at BeInMedia - Nmo AI, with responsibility for team leadership, technical support, and customer care across all channels. I bring my experience in operations, quality, and technology to developing the team, strengthening service processes, and making knowledge easier to access and use.
Clear expectations. Support for the team. Care for the customer.
02 / EXPERTISE
Expertise that supports better service.
A combination of service leadership, quality management, and technical experience.
Quality & performance
Developing performance indicators and quality standards, reviewing calls and cases, and turning findings into practical improvements.
Team development
Recruiting, onboarding, and coaching team members, with clear expectations and training shaped by individual development needs.
AI & technical systems
Combining prompt engineering, knowledge assistants, and workflow automation with experience in CRM tools, data analysis, networks, and troubleshooting.
03 / EXPERIENCE
Experience shaped by customers and teams.
A progression from community management and technical support to leading customer service teams and operations.
BeInMedia - Nmo AI
Customer Service Manager
Lead customer care and technical support, with responsibility for developing the team, setting service standards, and improving how support is delivered across all channels.
- Oversee customer care and technical support for users of the company’s applications, coordinating service delivery across all communication channels.
- Manage recruitment, onboarding, training, and coaching, with regular performance reviews and clear development priorities for the team.
- Develop service policies, working procedures, and documentation and escalation standards so responsibilities and follow-up are clear.
- Oversee complex cases, complaints, and technical escalations, working with the relevant teams to follow each case through to resolution.
- Develop performance indicators and quality assurance frameworks, using performance reviews and customer feedback to guide service improvements.
- Develop knowledge resources and workflows that use automation and AI to help the team find reliable information and handle support more efficiently.
ZAKINN
Customer Service Manager
- Led daily customer service operations, including inbound calls, complaints, social media, and follow-up with customers and drivers.
- Designed and introduced standard procedures for customer communication, call handling, complaints, documentation, escalation, and follow-up.
- Built performance and quality frameworks to assess call quality, adherence to procedures, documentation accuracy, productivity, and operational discipline.
- Coached the team through regular call and case reviews, using specific improvement actions to address performance gaps.
- Established ticketing and documentation standards for tracking complaints, actions taken, compensation, escalations, and follow-up.
- Managed sensitive customer and driver escalations, applied policies fairly, and investigated the causes of recurring service issues.
Spacetoon
Customer Care Supervisor
- Reduced response times by 30% by improving workflows and incorporating AI into team training.
- Used prompt engineering to design AI personas and a communication style consistent with the brand.
- Identified friction in the customer journey to support retention, and trained the team to combine empathetic service with effective automation.
- Collaborated with internal teams to resolve complex disputes and streamline processes.
Sooq Algamer
Operations Manager
Previously Customer Support Manager
Responsibilities & contributions
- Established customer service policies and operating procedures, and managed and trained the support team.
- Resolved complex user disputes and used performance data to improve daily operations and team efficiency.
- Oversaw vendor approvals and operational workflows.
Choco jail
Senior Technical Support Specialist & Sales Data Analyst
Responsibilities & contributions
- Analyzed sales data to identify growth opportunities and inform revenue strategies.
- Provided IT support across the company, resolved software issues, and prepared performance reports to support decision-making.
Anas Al Demeshky
Senior Technical Support Specialist
Responsibilities & contributions
- Managed network infrastructure and POS systems to support operational stability.
- Set up devices and software for new branch openings.
Sama
Technical Support Specialist
Responsibilities & contributions
- Delivered remote training and technical support to improve software use.
- Troubleshot network and database configurations to support smooth operations.
GamePower7
Community Management
Responsibilities & contributions
- Managed online communities, forums, and social channels to support efficient operations and user loyalty.
04 / SELECTED WORK
Practical improvements to everyday service.
Examples of service processes, knowledge resources, and AI workflows developed through my professional experience.
Service operations01
Service protocols & quality frameworks
ZAKINN
Developed standard service and call-handling procedures, performance and quality frameworks, and guidelines for documenting support tickets.
A shared framework for customer communication, case tracking, and performance reviews.
AI support02
AI conversation design
AI & automation project
Designed conversation flows and AI personas to support consistent responses to recurring customer questions.
40% reduction in repetitive inquiries.
Team knowledge03
Internal knowledge assistant
Spacetoon
Set up a Custom GPT to help Spacetoon staff access internal knowledge and resolve support tickets more quickly.
Internal knowledge made easier to use in day-to-day support.
Process improvement04
Workflow optimization
Spacetoon & automation projects
Reviewed support workflows, redesigned manual processes, and used AI-supported training to help the team work more efficiently.
30% lower response times at Spacetoon.
05 / APPROACH
Understand first. Improve with purpose.
Understand the issue
Start with real customer interactions, recurring complaints, and the difficulties customers and team members face.
Give the team clarity
Turn those findings into clear procedures, useful documentation, appropriate tools, and focused coaching.
Review and refine
Review performance indicators and customer interactions, understand recurring issues, and use the findings to guide further improvements.
Education2014 — 2019
Computer Technology
Faculty of Applied Science · Damascus University
LET’S CONNECT
Let’s talk about
better customer service.
I welcome conversations about customer experience, service operations, team development, and practical uses of AI in support.