I am an experienced Analyst with a demonstrated history of working in the customer services industry. With over 2 years of Customer service experience and 2 years of complaint management, I gained both communication & conflict resolution skills. Additionally, with over 1 year of experience in the workforce field, I have enhanced my Analytical & project management skills by leading several projects in the workforce team to revamp existing tools and creating new ones to provide the operations team with more visibility on the queues status. I have also contributed greatly by co-creating the first real-time tracking tool in the workforce team that the business still relies on heavily.
Experience
Uber
Feb 2019 – May 2020
Real-time Analyst
● Monitoring queues status and abnormalities
● Monitoring absenteeism and its impact on the queues
● Conducting intraday schedule changes to accommodate the queue status
● Reviewing requests from team leads for schedule changes.
Approving/Rejecting based on forecasted inflows & scheduled
headcount
● Developing/Enhancing Workforce processes
● Conduct business meetings to assess the stakeholders’ feedback regarding the Workforce processes
● Sending daily reports to operations with queue, headcount &
productivity summary
● Create multiple Dashboards to provide better visibility on adherence, absenteeism & productivity for operations.
Uber Eats
Feb 2018 – Feb 2019
Community Support Representative
● Monitor late orders and identifying the root cause of the delay
● Resolve complaints for the customers & the couriers through in-app support
● Resolve complaints & requests from restaurants through emails ● Providing immediate assistance for customers through live chat
● Providing immediate assistance for couriers & restaurants through voice calls
● Reviewing restaurants & couriers payment statements and take any needed corrective actions
Vodafone UK
Apr 2015 – Dec 2017
Complaints Specialist
● Handle customers’ complaints when customer services team fails to resolve them
● Identify the common reasons for customers complaints to resolve the root cause
● Following up on customers’ accounts to ensure the full resolution of their complaint
Vodafone UK
Jan 2014 – Apr 2015
Customer Support Representative
● Handle customers’ requests in a timely manner
● Respond to any billing inquiry the customers have
● Escalate any complaint that I am not able to resolve
