Built & keep enhancing company’s VueJS app, contribute to Python FastAPI backend, provide customer support & oversee all customer support activities.

Operational management of the technical support desk comprising of 10 agents providing English, Arabic, Turkish and Greek support to Refinitiv customers in the MEA region. Duties include coaching and assessing staff to deliver excellent customer service, maintaining and improving key performance measures, proactively managing customer issues and acting as the first level escalation for the team, delivering key projects to improve customer service, recruiting and selecting staff that will fit within the team, ensuring staff understand and adhere to procedures, working with the team to reduce the volume and time of outstanding service requests.

Take full ownership of more complex inquiries and support the customer directly, primarily act as a resolver but also as a mentor to help develop frontline agents, transfer knowledge and assist development of frontline staff through training and mentoring, proactively recognize and report on trends leading to recurring customer problems, increase the efficiency of customer support teams by refining support procedures, implementing innovative ideas, new methods of working, while working closely together with the management team, assist team leader with daily activities and act as a deputy during team leader’s absence.

Resolving clients’ technical queries related to Thomson Reuters Financial Products (incl. Thomson Reuters Eikon and Dealing 3000) in Africa, Middle East & Turkey, via remote connection or over the phone.

Resolving clients’ technical queries related to Thomson Reuters Financial Products (incl. Thomson Reuters Eikon and Dealing 3000) in Africa, Middle East & Turkey, via remote connection or over the phone.

Duties included assisting in the preparation of applications for tenders in the electricity sector in northern Cyprus and the buffer zone (UN) and carrying out & monitoring the electrical engineering projects undertaken by the company.

Duties included working on local electricity utility's tariff setting procedures, creating the required framework to establish an independent regulatory agency in northern Cyprus, analyzing electricity utility’s meter reading, billing and collection procedures, assisting in the preparation of an EU compliant electricity law, examining the interconnection possibility of the two separate grids in Cyprus and establishing the communication between the local and international experts by preparing and giving presentations, arranging meetings and translating the required documents from Turkish/English to English/Turkish.