Nedal Marji

Key Responsibilities

• Managed end-to-end product support operations to ensure high customer satisfaction and timely issue resolution.
• Led and mentored the product support team, setting KPIs and monitoring performance.
• Acted as the main point of contact between customers, technical teams, and product development.
• Analyzed customer feedback and support tickets to identify recurring issues and improvement opportunities.
• Developed and maintained support documentation, user guides, and internal knowledge bases.
• Ensured compliance with service level agreements (SLAs) and company quality standards.

Key Achievements

• Improved customer satisfaction scores by optimizing support processes and response times.
• Reduced recurring product issues by collaborating with development teams on root-cause analysis and fixes.
• Successfully implemented structured reporting and escalation procedures, improving issue resolution efficiency.
• Trained and onboarded new support staff, increasing team productivity and consistency.
• Contributed to product enhancements by translating customer needs into actionable product insights.
• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Increased sales revenue by developing and implementing effective sales strategies.
• Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
• Built long-lasting client relationships through excellent customer service and consistent followups.