Zainab Zahrouni

Experience

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  Holly Social Housing

  Jun 2006 - Oct 2007

  Support Worker - Voluntary

  Managed and delivered a service providing support to children leaving care. Aided youths to achieve independence through the teaching of basic survival skills such as; opening bank accounts, managing a budget, and guidance towards day to day living.Engaging youth in activities based around education, training and employment Mentored and supported youth requirements and counselling needs.Assisted in training of support workers, and fundraising for the organisation. Assigned cases which involved youths with had lived through difficult circumstances, such as abused backgroundsFull CRB check was required for this position. Show less

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  Alliance & Leicester

  Oct 2007 - Apr 2009

  Customer Service Advisor

  •Demanding face to face role, requiring completion of daily duties in addition to fulfilling responsibilities of an acting Branch Manager. •Excellent efficiency results, and exceeding my targets and achieving top seller of the month on numerous occasions. •Provide a friendly, efficient, and accurate counter service, building relationships and consistently spotting sales opportunities. •Self-management - time-management, organising, prioritising, identifying own goals, coping with stress and pressure Show less

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  Alex Reid

  Aug 2009 - Jul 2011

  Customer Account Co-ordinator

  •Point of contact for business strategies and sales targets within the company.•Liaising with Communications Director to improve business strategies and promotional techniques to ensure market leader position.•Assisting in the integration and change management of service and sales processes from Croydon to Leicester Head Office.•Addressing training needs, seeking the necessary resources, and compiling training documents, personally training colleagues and arranging vital training. •Making outgoing calls and maintaining relationships to an existing database of clients and promoting the company's services.•Maintaining client portfolios in addition to overlooking business key accounts to ensure consistency throughout the company. •Consistently providing exceptional customer service, originating from enquiry to delivery. Ensuring the follow up and sales care is met with the highest of standard to enable repeat business. Show less

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  STERIS

  Jul 2011 - Oct 2013

  •Supporting a team of 6 during company relocation from Basingstoke to Leicester. •Processing and managing orders during each stage. This involves accurate attention to detail, overseeing and checking team orders, managing logistics and working to tight deadlines. In addition to liaising with the NHS Supply Chain function to ensure completion of customers’ expectations. •Selling and marketing new products to existing customers, upselling and cross-selling. •Managing technical support, through prioritising client requests and technical support service to customers and service technicians. •Managing and supporting service technicians within North, South England and Ireland whilst scheduling both reactive and proactive service requests to ensuring optimal technician utilisation. •Responsible for team training and development, addressing training needs and compiling necessary training documents. Whilst running staff training sessions for relocatees and new recruits across various departments.•Processing complaints received from both internal and external customers using company complaints handling system - Netregulus. This includes following-up complaints and communicating resolution progress to the business. •Assisting and supporting tendering process and contracts administration•System Experience – Oracle & Siebel, Show less

  • Customer Operations Team Leader

    Jul 2012 - Oct 2013

  • Customer Operations Coordinator

    Jul 2011 - Jul 2012
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  Jigsaw Solutions Limited

  Oct 2013 - Sept 2014

  Customer Service Logistics Manager

  •Maintain and exceed client expectations in service and delivery.•Manage the customer service team of 11 operatives, while to ensuring we provide excellent customer focus and identifying personal development plans and suitable training requirements.•Deliver or exceed all KPI targets for all stakeholders through proactive day to day customer servicing.•Take ownership of first level issue escalation with effective issue resolution in line with business processes.•Proactively identify key performance trends and share with the customer/business to ensure consistent and/or improved performance. Whilst also managing performance issues within my team. Show less

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  Under Armour

  Mar 2015 - Sept 2015

  Customer Service Executive

  •Assisting in the Launch of the Under Armour brand into the UAE market.•Managing accounts from and ensuring all orders have been processed accurately and in a timely manner.•Consolidating orders for manufacturing and working with other departments to ensure our customers are kept up to date with all relevant information and updates.•Monitoring deliveries from warehouse through to customer•Manually invoicing all customers.•Assisting in process implementation, and change management. Show less

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  Mobile Fun

  Oct 2015 - Oct 2018

  • Reporting into the Operations Director, my role was effective oversight of several divisions with responsibility of the smooth running of the day to day operations. • Managing customer service teams in the UK, Australia, Spain, & France. • Managing UK customer service team. • Streamlining company processes to reduce costs and improve service.

  • Operations Manager

    Nov 2016 - Oct 2018

  • Global Customer Service Manager

    Mar 2016 - Oct 2016

  • Customer Service Manager - UK

    Oct 2015 - Mar 2016
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  Navitas

  Apr 2019 - Mar 2022

  Reporting directly to the COO my responsibilities include creating an onboarding journey for all new clients, implementing processes and creating a playbook. Managing the customer support team, reviewing, amending and streamlining processes for the newly created team. Training the team across all pillars of the business to ensure the team are cross trained to compliment the SSO project underway and have a customer success team. My recent projects also include assisting in the implementation of SSO across our various platforms in addition to several Client platform migrations. Show less Building a picture of customer health through data from multiple sources.Proactively monitoring customers to build and implement playbooks to ensure adoption and renewal.Being the voice of the customer within the business and participating in product development and strategy. Managing the onboarding journey for new customers, training of the platform to end users, as well as post go-live support.Coordinate with the engineers, technical team and the development team to ensure that the configuration and set up is as per the customer specification. Maintain ongoing relationships with the customer, being the customers’ trusted advisor. Providing feedback across departments internally based on customer feedback to improve on customer satisfaction. Show less

  • Head of Customer Success

    May 2021 - Mar 2022

  • Head of Customer Operations

    Apr 2020 - Apr 2021

  • Customer Success Manager

    Apr 2019 - Apr 2020
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  Interact Software

  Mar 2022 - now

  • Senior Onboarding Manager & Projects Specialist

    May 2023 - now

  • Senior Onboarding Manager

    Mar 2022 - Jun 2023