Aseel Sawalha

• Own StoreEdge & SiteLink operational support and system consistency • Lead FMS training, onboarding, refreshers, and documentation (SOPs, guides) • Manage and support one Operations Specialist overseeing delinquency and auction workflows • Ensure accuracy, timeliness, and risk reduction across delinquency and auction processes • Partner cross-functionally with Operations Managers, Site Managers, Transitions, and Leadership • Support post–go-live stabilization, billing coordination, and operational readiness

•. Manage facility transitions for self-storage properties, including software onboarding and operational setup •. Coordinate with internal teams and external partners to ensure smooth and timely transitions •. Support ongoing operational processes and resolve issues to maintain service quality •. Track tasks, updates, and documentation to ensure accuracy and follow-through

• Responsible for handling technical support and support related questions for customers from different countries; through calls and emails and communicate with the global authorized resellers and service providers. • Receiving escalated issues from other colleagues and give exceptions for customers to increase the customer satisfactions. • Provide End-to-End solutions for issues. • Provide prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer • Recognize and adjust support approach to accommodate all levels of customer's experience • Educate customers on support options, and the steps being taken to resolve the issue, including online tutorials, in-store programs and help applications built into the programs • Communicate positively with team members, customers, and other partners

* Responsible for handling technical-support and support related questions for Clients customers and Partners * Provide prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer * Responsible for ensuring call resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction * Accurately logging all interactions via Client's Contact Management System * Achieve call center metrics as defined by the Supplier * Educate customers on support options, and the steps being taken to resolve the issue, including online tutorials, in-store programs and help applications built into the programs * Communicate positively with team members, customers, and other partners * Escalate issues to the appropriate department according to Client's Procedures

*Helped to increase customer return rates by providing excellent customer service at all times. *Aimed to provide clients with the highest level of customer service possible. *Redirected calls as needed and worked with my supervisor to address any outstanding issues or concerns. *Maintained customer satisfaction with forward-thinking strategies focused.