Rakan Hussein

Experience

• 

  Raya Contact Center

  Jan 2016 - Jan 2018

  - Led a team of 15 associates, fostering a collaborative environment, setting clear goals, and aligning efforts with organizational objectives.- Conducted regular one-on-one coaching sessions, provided constructive feedback, and organized training programs to enhance skills and support career growth.- Monitored key performance indicators, implemented improvement plans, and conducted evaluations to consistently exceed team performance metrics.- Acted as a bridge between associates and senior management, ensuring clear communication of objectives while promoting open dialogue within the team.- Resolved conflicts, addressed challenges, and introduced process enhancements that increased efficiency and reduced operational errors. Show less

  • Team Lead

    Sept 2016 - Jan 2018

  • Account Advisor

    Jan 2016 - Sept 2016
• 

  Uber

  Feb 2018 - Jun 2020

  COE specialist l

  • Improved operational and experience metrics (ex.: CSAT, wait time, driver conversion, contact rate) through executing several operational excellence and process improvement programs• Managed to increase team efficiency by 25% by implementing process improvement projects• Developed and implemented data analytics, leveraging data collection systems and other strategies that optimize statistical efficiency and quality• Conducted a full life-cycle of analytics projects, including pulling, manipulating, and exporting data from project requirements documentation to design and execution• Evaluated key performance indicators, provided ongoing reports, and recommended business plan updates• Prepared, analyzed, and summarized various weekly, monthly, and periodic operational results for use by various key stakeholders• Created reports, specifications, instructions, and flowcharts• Monitored and managed project resources to ensure that timelines and millstones are on schedule• Lead and motivate project teams• Monitored quality of work and ensure that customer expectations are being met• Supported site managers by training and mentoring new hires• Supported drivers by answering any driver inquiry related to Uber through in-app support• Supported new drivers sign ups by solving issues related to theiraccounts Show less

• 

  Thndr

  Dec 2020 - Jun 2021

  Customer Experience

  - Delivered exceptional customer service by actively listening to customer concerns and providing effective, personalized solutions.- Resolved customer issues promptly, achieving a high satisfaction rate and fostering loyalty.- Analyzed customer feedback to identify improvement opportunities, resulting in enhanced service quality and operational efficiency.- Maintained proactive and professional communication, ensuring clear expectations and a seamless customer journey.- Built strong customer relationships, contributing to increased retention rates and positive feedback. Show less

• 

  Amazon

  Jun 2021 - now

  • Senior Account Manager

    Apr 2022 - now

  • Seller partner support

    Jun 2021 - Apr 2022