Summary
Overview
Work History
Education
Skills
Timeline
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Asmaa Mustafa

Customer Operations Leader • Express Operations
Amman

Summary

Dynamic Customer Operations Leader with a proven track record at Aramex, enhancing team productivity through targeted training and effective communication. Skilled in data analysis and performance monitoring, I drive operational excellence and foster collaboration, resulting in improved employee satisfaction and successful project delivery. Committed to continuous improvement and strategic growth.

Overview

7
7
years of professional experience
2
2
Languages

Work History

Customer Operations Leader • Express Operations

Aramex
07.2024 - Current
  • Boosted team productivity through effective communication, collaboration, and targeted training initiatives.
  • Led cross-functional team to deliver projects on time and within budget, while driving operational excellence.
  • Conducted performance evaluations to identify skill gaps and implemented coaching and training programs to enhance results.
  • Enhanced team productivity with effective communication, collaboration, and training initiatives.
  • Oversaw recruitment, development, and retention strategies to build and sustain a high-performing team.
  • Facilitated change management during organizational transitions, ensuring smooth integration of new systems and policies.
  • Contributed to strategic planning discussions with senior leadership, leveraging research and analysis to support growth and address market challenges.
  • Applied data-driven methods to monitor performance metrics and support continuous improvement.
  • Fostered a culture of ownership and engagement through trust, open communication, and mutual respect, resulting in improved morale and employee satisfaction.
  • Supported operational decision-making through forecast analysis and ad-hoc reporting.
  • Participated in cross-functional meetings to provide updates, track deliverables, and identify opportunities for process improvements and cost reductions.
  • Assisted in drafting and maintaining SOPs to ensure consistent and compliant operations.
  • Collaborated with IT to align legal technology needs with the company’s broader tech strategy.
  • Evaluated stations feedback to drive product and service enhancements.
  • Educated teams on organizational goals to align efforts and support success.
  • Supported financial modeling for potential acquisition targets.

Operation Service Executive

Aramex
04.2021 - 06.2024
  • Monitored express shipments and ensured timely delivery by tracking progress and resolving delays.
  • Provided guidance on customs documentation requirements to ensure compliance and smooth clearance.
  • Created and maintained reports on outstanding shipments, highlighting cases requiring escalation or follow-up.
  • Followed up on shipment-related issues and coordinated with relevant teams to ensure resolution.
  • Delivered targeted training to stations globally based on identified needs, enhancing operational efficiency.
  • Advised stations on shipping decisions, including what items are suitable for shipment and what to avoid, based on regulations and best practices.
  • Conducted web-based research to support customer operations decisions and stay updated on industry trends.
  • Participated in cross-functional meetings to share operational updates and track deliverables.
  • Supported process improvements and contributed to cost-saving initiatives within logistics operations.

Customer Service - Call Center

Aramex
08.2019 - 03.2021
  • Handled customer inquiries related to shipping schedules, delivery status, and freight charges via phone, email.
  • Coordinated with logistics and warehouse teams to ensure timely dispatch and delivery of shipments.
  • Resolved customer complaints and shipment issues efficiently, maintaining high satisfaction levels.
  • Tracked shipments and provided proactive updates to customers regarding delays or changes.
  • Processed shipping documentation including bills of lading, invoices, and customs paperwork.
  • Maintained accurate records of customer interactions and shipping transactions using CRM systems.
  • Supported continuous improvement initiatives to enhance customer experience and reduce response time.

Customer Service Representative

Extensya
08.2018 - 03.2019
  • Responded to customer inquiries via phone, live chat, and social media platforms, ensuring timely and professional communication.
  • Assisted customers with order tracking, product information, returns, and complaints resolution.
  • Maintained a high level of customer satisfaction by providing accurate information and empathetic support.
  • Used CRM and ticketing systems to log interactions and follow up on unresolved issues.
  • Collaborated with internal teams (e.g., logistics, sales, and technical support) to resolve complex customer concerns.
  • Monitored customer feedback and suggested improvements to enhance service quality and user experience.

Education

BBA - Business Administration And Management

Al Al-Bayt University
Mafraq, Jordan
04.2001 -

Associate Degree - Sustainable Energy Engineering

Al-Balqaʼ Applied University
Amman
04.2001 -

Skills

Operational excellence

Collaboration and teamwork

Innovation and creativity

Workforce planning

Key performance indicators

Cross-functional coordination

Customer relations

Team Training

Timeline

Customer Operations Leader • Express Operations

Aramex
07.2024 - Current

Operation Service Executive

Aramex
04.2021 - 06.2024

Customer Service - Call Center

Aramex
08.2019 - 03.2021

Customer Service Representative

Extensya
08.2018 - 03.2019

BBA - Business Administration And Management

Al Al-Bayt University
04.2001 -

Associate Degree - Sustainable Energy Engineering

Al-Balqaʼ Applied University
04.2001 -

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Asmaa MustafaCustomer Operations Leader • Express Operations