In my current role, I enhance team collaboration by providing clear communication on ongoing promotions through visualizations and reports. I work closely with cross-functional teams to identify opportunities for process improvement and efficiency. I also lead internal knowledge sharing by developing comprehensive documentation of standard operating procedures and coaching Team Leads, Support Coaches, and Agents. Additionally, I implement action plans to improve metric scores and drive value generation, while managing a monthly recognition platform to appreciate top-performing employees across the project.

Project, HP North America: Provided comprehensive support for HP premium laptops, including troubleshooting hardware/software issues, offering detailed product knowledge, and assisting with order tracking and delivery. Facilitated warranty and repair processes, compared laptop models to recommend optimal options, and addressed billing, payment, and general inquiries to ensure a seamless customer experience.Project, Dell: Managed case resolution for the team, offering support in complex situations and ensuring timely issue resolution. Possessed in-depth knowledge of Dell products, including laptops, desktops, servers, and networking solutions. Trained team members and created knowledge base articles and technical documentation to enhance team performance. Provided escalation support by collaborating with internal teams and staying current with new Dell products and technologies.Project, First Abu Dhabi Bank: Managed user and group accounts, permissions, and access for employees at First Abu Dhabi Bank, ensuring secure authentication and authorization processes. Additionally, created and troubleshooted Group Policy Objects (GPOs) for security, software deployment, and system settings.