Amal Mohamed
Barking
Summary
Detail-oriented professional with expertise in order processing, complaint management, and delivery processes. Proficient in Microsoft Office Suite, online order systems, and email correspondence, with strong multitasking capability and exceptional keyboarding speed. Skilled in data entry, time organisation, and stress resilience to ensure efficient operations and customer satisfaction. Dedicated to leveraging skills to optimise workflows and support organisational goals.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
Order Analyst
Octopus Electric Vehicles
06.2023 - Current
- Processed requote requests for drivers and dealers, generating quotes for official signing.
- Investigated pricing discrepancies in quotes submitted by customer operations team.
- Liaised with various departments to address requests and enhance collaboration.
- Managed online orders and created driver profiles for imports.
- Executed import processes for completed orders, updating system for implementation.
- Resolved order placement issues by manually recreating failed automation entries.
Customer Operations Specialist
Octopus Electric Vehicles
02.2021 - 06.2023
- Processed car orders and submitted them to dealerships for timely delivery.
- Liaised with dealerships to ensure smooth scheduling of car deliveries.
- Raised pricing discrepancies with order analyst team for accurate pricing of cars.
- Managed high volume of calls and emails, ensuring exceptional customer service.
- Uphold confidentiality protocols while handling sensitive driver information.
- Communicated effectively with drivers to provide clear and concise updates.
- Developed rapport with drivers, creating a supportive interaction environment.
- Assisted Early Terminations team in collecting vehicles from drivers terminating contracts early.
- Sent out monthly salary sacrifice reports to employers of drivers to ensure drivers were charged correctly.
Customer Operations Manager
Quiqup
05.2017 - 03.2019
- Managed a team of up to 20 customer operation specialists, ensuring smooth order processing.
- Ensured all orders were delivered within allocated one-hour time frame. Oversaw phone line operations, minimising wait times for inbound customer calls.
- Resolved customer complaints efficiently, enhancing service quality.
- Allocated drivers on routes for B2B customers with specific pickup time slots.
- Conducted weekly one-on-one meetings with team members, offering feedback and discussing KPIs.
- Introduced processes to the business to improve and streamline services
Customer Operations Specialist/Supervisor
Quiqup
05.2017 - 12.2017
- Processed orders and conducted fraud checks to ensure compliance.
- Placed orders with vendors and assigned delivery drivers for efficient pickups.
- Assisted delivery drivers in locating addresses via live webchat support.
- Communicated with customers regarding item availability and possible replacements.
- Provided updates to customers through inbound and outbound phone calls.
- Escalated complaints and issues to managers for prompt resolution.
- Ensured seamless processes for delivery drivers and customers from order to delivery.
- Supported Customer Operations Managers in day-to-day activities.
Education
Bachelor of Science - Human Nutrition
London Metropolitan University
London, England 10.2015 - 06.2017
Foundation Degree in Science -
University of Greenwich
London, England 10.2014 - 06.2015
Skills
- Microsoft office suite proficiency
- Knowledge of delivery processes
- Data entry competence
- Time organisation
- Email correspondence
- Online order system familiarity
- Multitasking capability
- Keyboarding speed
- Complaint management
- Order processing
- Stress resilience
Certification
Mental Health First Aid
Languages
English
Fluent
Arabic
Intermediate
Timeline
Order Analyst
Octopus Electric Vehicles
06.2023 - Current
Customer Operations Specialist
Octopus Electric Vehicles
02.2021 - 06.2023
Customer Operations Manager
Quiqup
05.2017 - 03.2019
Customer Operations Specialist/Supervisor
Quiqup
05.2017 - 12.2017
Bachelor of Science - Human Nutrition
London Metropolitan University
10.2015 - 06.2017
Foundation Degree in Science -
University of Greenwich
10.2014 - 06.2015