ZUHAIR SHAKER SALMAN
Manama,13
Overview
15
15
years of professional experience
Work History
RMA Manager (Returns & After-Sales Operations)
Cazasouq
01.2025 - Current
- Manage full RMA cycle (returns, repairs, replacements)
- Handle escalations and critical customer complaints
- Coordinate with technical team for diagnostics and solutions
- Improve turnaround time (TAT) and reduce backlog
- Track and analyze KPIs (resolution time, performance, customer satisfaction)
- Improve processes to reduce refund losses and increase replacements
- Managed daily customer support operations (tickets, WhatsApp, email)
- Led and trained customer service team
- Handled peak seasons (e.g. Black Friday) with high ticket volume
- Improved response time and service quality
- Implemented prioritization system (buyers vs issues vs inquiries)
Customer Service Manager
Cazasouq
01.2018 - 01.2025
- Managed daily customer support operations (tickets, WhatsApp, email)
- Led and trained customer service team
- Handled peak seasons (e.g. Black Friday) with high ticket volume
- Improved response time and service quality
- Implemented prioritization system (buyers vs issues vs inquiries)
Team Leader - SIM Registration Team
Epay International
01.2015 - 01.2018
- Led SIM registration operations
- Ensured compliance with telecom policies
- Managed team performance and daily workflow
- Handled escalations and reporting
- Managed sales and customer interactions
- Provided customer service at Zain Bahrain
Salesman & Data Entry Clerk
A.J.M. Kooheji
01.2011 - 01.2013
- Managed sales and customer interactions
- Maintained accurate data entry and reports
- Bridgestone Division
Education
Management Training -
Bahrain Training Institute
01-2006
General Secondary Certificate -
Sheikh Abdullah Industrial School
01-2003
Some College (No Degree) -
Training Courses
Skills
- Customer Service Management
- Escalation Handling
- Performance analysis
- Workflow design
- Stakeholder Engagement
- Team leadership
- Microsoft Office (Excel, Word, PowerPoint, Outlook)
- Conflict Management
- Communication Skills
Personal Information
- Nationality: Bahraini
- Driving License: Valid
Part Time Experience
- Breakfast Sales, Private School
- Delivery Driver, Hardee's
Timeline
RMA Manager (Returns & After-Sales Operations)
Cazasouq
01.2025 - Current
Customer Service Manager
Cazasouq
01.2018 - 01.2025
Team Leader - SIM Registration Team
Epay International
01.2015 - 01.2018
Salesman & Data Entry Clerk
A.J.M. Kooheji
01.2011 - 01.2013
Management Training -
Bahrain Training Institute
General Secondary Certificate -
Sheikh Abdullah Industrial School
Some College (No Degree) -
Training Courses