Assisting riders and drivers on daily taxi rides concerns. Sharing tips and tricks with my teammates and newbies, along with introducing a new mentorship program scheme that assist in building new agents’ transmission experience in a confident and with ease, allowing mentors the opportunity to share their work experience in alignment with the work flow process. Competing in top performance achievement on a monthly basis.

Running a full day-by-day operation covering a full working hour shifts to ensure the best service level and end-user satisfaction, this included a full team structure plan where I was responsible for filtering and interviewing new teammates, train them, and have a 24/7 open support channels to avoid any gaps or shortfalls in real-time operation process.

As senior agents; we handled official telecommunications complaints raised with UAE government, including full case investigation, and delivering final outcome to both the Government and the end-user, interacting with multiple nationalities added a lot to Customer Care experience from my end.