Abdullah Ghnanneem Email & Phone Number

Jordan

● Managed a team of 10 operation officers to handle the work quality of 20,000 drivers reporting directly to Chief Operating Officer, overseeing team activities, and conducting performance assessments.● Addressed 300-400 monthly driver-related complaints, conducted thorough investigations, and exercised discretion in approving the unblocking of drivers' accounts to ensure seamless service continuity.● Implemented quality control measures to evaluate and enhance driver behavior.● Facilitated direct communication with drivers to reinforce the standards of professional conduct.● Orchestrated pricing strategies, adeptly adjusting rates in response to demand fluctuations, particularly during peak rush hours.● Produced daily driver performance statistics, coordinated incentive campaigns, and established key performance targets to enhance overall operational efficiency.● Spearheaded the development of comprehensive company policies and meticulously ensured that all operations and team activities were fully compliant with established standards and regulatory requirements.

Jordan

● Managed a team of 30 customer service representatives handling phone calls, live chat and emails.● Created work schedule, managed attendance, working hours and breaks.● Interfered to solve escalated problems with customers to ensure continuous satisfaction.● Facilitated training for new members, including onboarding and ongoing skill development.● Monitor customer interactions, including phone calls, emails, and chat messages, to ensure adherence to company policies and service standards. ● Established and tracked key performance indicators (KPIs) for the team, such as response times, customer satisfaction scores, and issue resolution rates.

Jordan

● Assumed responsibility for addressing and resolving escalated customer and driver complaints, serving as the point of contact for complex issues.● Managed all aspects of customer compensation in strict accordance with established company processes and policies, ensuring fairness and consistency.● Formulated and executed strategies aimed at elevating overall customer satisfaction levels.● Managed driver complaints, employing a structured and empathetic approach to conflict resolution.

Jordan

● Provided customer service through various communication channels, such as phone and in-app messaging.● Investigated and resolved customer concerns, complaints, and disputes, ensuring satisfactory outcomes.● Assisted customers with account-related tasks, such as setting up or verifying accounts, updating personal information, and resolving login or payment issues.

Jordan