Developed and implemented ( Monitoring call center calls and analyzing the results to improve our processes by tracking the defect and increase customer satisfaction and experience).Collaborated across departments with internal stakeholders to present cases worked on it to developed, aimed at enhancing customer satisfaction.Using tools such as ( QMS , Avaya , AWFO , Excel )

Managed critical tasks including ( Validation on Third level who's responsible to solve our customer complaint , Providing feedback to my team member regarding an error, as advised by my senior , Identifying and reviewing potential abuse cases ).Successfully implemented a system for tracking abuse cases reported by specialists and third-level support, enabling proactive measures to decrease customer impact and improve overall experience.