• Continuously overseeing and managing a team of 20+ Customer Service Representatives, driving ongoing improvements in their performance.• Conducting interviews, hiring top talent, and providing continuous training to representatives, equipping them to address customer inquiries, complaints, and service issues effectively.• Consistently scheduling member shifts and conducting regular one-on-one meetings with each team member, while continuously reporting KPI analysis and findings to the Head of Department.• Continually initiating updates to department documents, ensuring the maintenance of up-to-date regulations, and streamlined processes.• Compiling, validating, and regularly updating comprehensive reports on a daily, weekly, monthly, and annual basis, assessing performance metrics and gauging customer satisfaction levels.• Continuously enhancing the department's structure and optimizing task distribution to achieve greater efficiency.• Actively participating in multiple application releases and consistently supporting manual testing of applications and administrative functions.

• Audited employee’s performance.• Analyzed employee’s performance and reported it to the manager of the department.• Established employee’s monthly ranking.• Onboarded new recruits to respond to customer questions and complaints and troubleshoot problems with services or products

• Maintained solid customer relationships by handling questions and concerns with speed and professionalism.• Resolved customer complaints, managing database records, drafting status reports on customer service issues.• Got familiar with ZOHO ticketing system.• Obtained an Employee of the Month award two times in a row.

• Designed a high-performance admixture product, enhancing the specifications of gypsum and cement mixtures to achieve superior results.• Established the development of an epoxy-based glue product with enhanced qualifications specifically tailored for swimming pool applications, ensuring optimal performance and durability.• Conducted comprehensive Quality Assurance (QA) testing on finished products, meticulously evaluating factors such as compressive strength, density, and solid contents to ensure adherence to strict quality standards.• Investigated and assessed the absorption characteristics of different waterproofing agents, employing precise testing methodologies to provide valuable insights for product improvement and development.• Employed a systematic and analytical approach to problem-solving, making well-informed technical decisions backed by evidence to deliver solutions that are safe, functional, and cost-effective.• Providing clients with technical solutions and engineering advice based on research and gathered data.

• Received comprehensive training in terminal management, gaining valuable hands-on experience in overseeing and coordinating operations at the IPT Terminal.• Successfully conducted a thorough Risk Assessment Analysis, proactively identifying potential hazards, and developing contingency plans to ensure terminal safety and preparedness in case of accidents.• Acquired proficiency in utilizing Safety training tools, applying best practices and protocols to promote a culture of safety and compliance within the terminal environment.• Familiarized myself with industry-leading standards and procedures, including ISGOTT (International Safety Guide for Oil Tankers and Terminals) and OCIMF (Oil Companies International Marine Forum), further enhancing my understanding of terminal operations and safety protocols.

• Took care of customer services and supported their needs.• Controlled the inventory and the cash and analyzed the monthly profit and loss.• Organized the shift and setting targets and analyzing KPIs.• Trained new employees to meet high qualifications that the restaurant requires.• Received a hospitality award from the company.• Aided in the organization of training booklets in the store and the documentation of onboarding processes.• Assisted in increasing the drive-thru sales by 11% on a quarterly basis.

• Provided efficient service to customers and aided them with their requirements and unique demands.• Managed orders while complying with cleanliness and safety regulations.• Kept track of employees’ performance.• Delivered the cash with no shortage at the end of each shift.• Was awarded an Employee of the Month twice.