Fatima Mortada

As a Team Lead in Customer Support, I possess comprehensive product expertise across the wide array of subjects our company addresses, ensuring that I can effectively manage and resolve customer inquiries and issues with a high level of proficiency and knowledge. My experience includes leading teams through critical customer support moments, where rapid, empathetic, and accurate responses are paramount. I excel in gathering and analyzing customer data to inform continuous improvement in service strategies and identifying trends that guide the development of solutions to enhance customer satisfaction and loyalty. And Coaching ability to help our team

Throughout my tenure as a Team Lead, I have successfully led numerous projects that have significantly contributed to the efficiency and advancement of our department, as well as the overall productivity and development of the leadership team. Highlighted projects include:

End of year Task force 2023, lead the team during the end of the year task force and ensure customer inquiries are handled promptly and respond to up to urgency, and make sure the special task team members have support for any of their requests.

ERTC Task Force: Led and managed the task force, worked with the legal and tax team, created a macro for customer-facing language, and organized a spreadsheet to ensure all tasks were done promptly, such as confirming the company bank account or making bank account updates.

ERTC Critical Moments ownership: throughout my team lead role I have taken ownership of over 50 critical moments and led and navigated customer meetings with the tax team and navigated difficult conversations related to ERTC program.

ERTC and R&D specialization project proposal: In my extensive involvement with ERTC and R&D operations, I have recognized the critical need for specialized team members equipped with the expertise to address R&D and ERTC-related inquiries from customers accurately, thereby minimizing the occurrence of critical situations. Based on this understanding, I have submitted a proposal for a specialist project. This initiative aims to train and educate designated team members, enabling them to manage these subjects confidently and improve our service delivery to customers.

Critical Moment Evolution: In collaboration with a cross-functional team from the Customer Success Operations (CSO) department, including Success Management and Strategic Operation Managers, we engaged in a comprehensive brainstorming session. This collaborative effort resulted in a strategic plan to transform our previously established escalation process into what we now refer to as "Critical Moments." This initiative was designed to positively influence our customer experience.

NSF Macro Revamp: In collaboration with fellow team leads and managers within our support organization, we have dedicated efforts towards enhancing outdated NSF macros that require improvement. This included updating the language, communication styles, and structural approaches for managing various types of NSF inquiries.

Team Lead Quarterly Report: Over the past two fiscal quarters, I have masterfully crafted and refined quarterly reports for team leads, incorporating meticulously gathered data on support inquiries and critical moments. These reports not only highlight vital information and emerging trends but also serve as a cornerstone for enhancing training programs and proactively identifying industry trends. This initiative has significantly contributed to our team's ability to adapt and excel in a dynamic environment.

Macro revamp Project with QA: I worked closely with our Quality Assurance (QA) team, drawing on my expertise to help revamp and enhance the customer-facing macros used by our sales, onboarding, and support team members. This process involved providing my insights and support to refresh and improve these essential tools, ensuring they meet the highest standards of clarity, efficiency, and effectiveness.

Team Lead Operational Structure and Ramp-up Booklet: developed a comprehensive guidebook detailing the operational structure for team leads, which delineates their roles, daily responsibilities, and the ramp-up process. This resource has proven to be highly effective, continuously serving as a pivotal support tool for incoming team leads. It also functions as a valuable reference for management, offering insights into the daily tasks and areas of expertise of team leads, thereby enhancing overall leadership efficiency and effectiveness within our organization.

Interim Management: Leveraging my expertise from the team lead role, I transitioned into an interim management position, where I gained valuable insights into people management, the significance of Key Performance Indicators (KPIs), coaching team members, fostering trust and accountability, and providing guidance. In this role, I successfully supported a new hire in their ramp-up process, assisted team members facing challenges with queue management, contributed to de-escalation efforts, and facilitated deeper product knowledge understanding. This experience allowed me to positively impact our team's performance and development.