Food App CS Project (SA)

Led the end-to-end customer service operations for the launch phase of a Saudi food delivery application, working under DITC Software Co. as the sole team leader responsible for building and managing a 10-agent support team from the ground up.

The engagement covered the full operational setup before the client transitioned to a dedicated BPO provider to handle scaled traffic post-launch.

👥 Team Leadership — Recruited, onboarded, and managed a 10-agent customer support team during the critical launch phase

📋 Planning & WFM — Developed workforce management schedules and shift planning to ensure adequate coverage across peak hours

🎯 Quality Control & Auditing — Monitored agent performance, conducted call and chat audits, and enforced service quality standards

🎓 Training — Designed and delivered onboarding and ongoing training programs for agents

⚙️ CRM Development — Built service request content, ticket categories, and resolution workflows within the CRM system

📊 Monitoring & Reporting — Tracked KPIs, flagged issues, and reported performance to stakeholders