Care Experience Manager (Process And Knowledge)
Current🌟Process Improvement | Knowledge Management | Project Management | Customer Lifecycle Management | Training Management - Led a team of 6+ to document 600+ processes and launch 100+ Go-to-Market (GTM) care readiness plans, streamlining knowledge management across Careem’s verticals and achieving a 10% improvement in Quality Scores.- Reduced new trainee time-to-proficiency by 20% within six months by implementing streamlined and efficient training processes.- Designed and maintained a robust Knowledge Base framework, enhancing agent satisfaction with a 5% increase by providing streamlined access to accurate, actionable resources.- Developed and executed customer satisfaction initiatives, driving a 10% increase in Quality Scores and CSAT.- Identified and resolved knowledge bottlenecks through gap analyses, driving a 5% improvement in FCR and CSAT.
