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Customer Experience leader with 10+ years scaling KPI-driven, omnichannel support for E-commerce and Fintech across the UAE. I translate strategy into policies, SOPs, and compliant end-to-end execution across cross-functional teams, with a focus on refunds/chargebacks and payment flow optimization. I’m data-driven across Zendesk and BI tools (Tableau, Metabase, Looker, Jira) and I coach teams to improve quality, speed, and consistency. My track record includes improving CSAT to 85% (+7 pts), reducing repeat contacts by 18%, cutting first response to 2 minutes, and lifting agent productivity by 20%.…Customer Experience leader with 10+ years scaling KPI-driven, omnichannel support for E-commerce and Fintech across the UAE. I translate strategy into policies, SOPs, and compliant end-to-end execution across cross-functional teams, with a focus on refunds/chargebacks and payment flow optimization. I’m data-driven across Zendesk and BI tools (Tableau, Metabase, Looker, Jira) and I coach teams to improve quality, speed, and consistency. My track record includes improving CSAT to 85% (+7 pts), reducing repeat contacts by 18%, cutting first response to 2 minutes, and lifting agent productivity by 20%.

Faris Ashur

Project Manager, Web Developer, Data Analyst, +1

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Customer Experience leader with 10+ years scaling KPI-driven, omnichannel support for E-commerce and Fintech across the UAE. I translate strategy into policies, SOPs, and compliant end-to-end execution across cross-functional teams, with a focus on refunds/chargebacks and payment flow optimization. I’m data-driven across Zendesk and BI tools (Tableau, Metabase, Looker, Jira) and I coach teams to improve quality, speed, and consistency. My track record includes improving CSAT to 85% (+7 pts), reducing repeat contacts by 18%, cutting first response to 2 minutes, and lifting agent productivity by 20%.…Customer Experience leader with 10+ years scaling KPI-driven, omnichannel support for E-commerce and Fintech across the UAE. I translate strategy into policies, SOPs, and compliant end-to-end execution across cross-functional teams, with a focus on refunds/chargebacks and payment flow optimization. I’m data-driven across Zendesk and BI tools (Tableau, Metabase, Looker, Jira) and I coach teams to improve quality, speed, and consistency. My track record includes improving CSAT to 85% (+7 pts), reducing repeat contacts by 18%, cutting first response to 2 minutes, and lifting agent productivity by 20%.

Available to hire

Customer Experience leader with 10+ years scaling KPI-driven, omnichannel support for E-commerce and Fintech across the UAE. I translate strategy into policies, SOPs, and compliant end-to-end execution across cross-functional teams, with a focus on refunds/chargebacks and payment flow optimization.

I’m data-driven across Zendesk and BI tools (Tableau, Metabase, Looker, Jira) and I coach teams to improve quality, speed, and consistency. My track record includes improving CSAT to 85% (+7 pts), reducing repeat contacts by 18%, cutting first response to 2 minutes, and lifting agent productivity by 20%.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Language

Arabic

Fluent

English

Fluent

Work Experience

Customer Service Supervisor at Pay10

March 1, 2026 - Present

Led UAT for a new CRM system (ConVox) by building comprehensive test trackers, daily reports, and manager communications. Produced support documentation including SOP-based agent assessments, email templates, and merchant self-onboarding documentation structured around KYC/KYB, SLA, and FAQ formats. Owned agent knowledge assessment and training programs to uplift readiness on new systems and processes.

Customer Experience Assistant Manager at Tabby

January 1, 2023 - February 1, 2026

Standardized CS-to-Product intake using Jira request forms and an SOP that clarified ownership, SLAs, and requirements—reducing rework and escalations. Drove cross-functional alignment with Quality, Training, Risk, and WFM to uplift performance. Investigated deviations, documented root causes, and tracked corrective actions using data analysis and Google Sheets trackers. Maintained regulatory, policy, and data compliance through audits, documentation hygiene, and targeted coaching. Led biweekly performance reviews and operationalized AI-assisted responses and macros to increase agent productivity by 20% and QA scores by 3 points.

Customer Experience Team Lead at Tabby

January 1, 2021 - January 1, 2023

Owned refunds, disputes, and chargebacks by implementing controls and automation that reduced processing errors by 45% and cycle time by 30%, improving recovery by 12 points. Built and coached a bilingual team with QA scorecards, calibration, 1:1 coaching, and WFM to raise CSAT to 85% (+7 points), drive first response to 2 minutes, and sustain 24/7 coverage with over 95% adherence. Used Tableau and Metabase for root-cause analysis to eliminate failure demand, reducing repeat contacts by 18% and shrinking backlog by 35%. Partnered with Product and Risk to align policies/processes, lowering contact rate per order by 10% and defect leakage by 15%. Standardized the knowledge base and SOPs to reduce AHT by 12% and increase first-contact resolution by 8 points.

Customer Experience Team Lead at Namshi

January 1, 2017 - January 1, 2021

Led day-to-day operations for a high-volume e-commerce support team across chat, social, and email. Set clear targets, monitored KPIs, and ran weekly calibrations to tighten quality and SLA adherence. Hired, onboarded, and upskilled agents; introduced playbooks, coaching frameworks, and refresher training. Built fair rosters and managed intraday queues to balance coverage, efficiency, and service levels. Analyzed drivers of contact and provided insights to CX/Product to address root causes and curb repeat demand.

Customer Experience Agent at Namshi

January 1, 2014 - January 1, 2017

Provided empathetic multi-channel customer support (email, social, live chat) while meeting SLA and quality targets. Managed queues and prioritization to maintain responsiveness and consistency.