Hayat Rubayyi

1. Strengthen merchant compliance in line with the Service Level Agreement.

2. Maintain daily communication with vendors for seamless operations.

3. Identify, analyze, and resolve issues through root cause analysis and corrective actions.

4. Analyze data and provide strategic reporting.

Technologies used:

- CRM – Microsoft Dynamics

- Cortex – Banking Platform

- TMS – Saudi Payment’s POS Terminal Management System

- SMS Gateway

1. Evaluated vendor service metrics, including CSAT and NPS, understanding their impact on key performance indicators.

2. Generated vendor experience reports, highlighting vendor needs and pain points.

3. Elevated NPS scores to enhance overall performance.

4. Drafted an end-to-end Standard Operating Procedure for customer feedback processes.

Technologies used:

- Salesforce

- Qualtrics

- Miro - Chart design and Process mapping

- SMS Gateway

1. Verified and validated mobile app listings ensuring accuracy.

2. Reviewed and approved requests for upgrading/downgrading vendor contracts.

3. Ensured the quality of received orders through meticulous checks.

4. Conducted quality assessments for new business initiatives.

5. Managed post-onboarding tasks, including menu processing and quality checks.

6. Led diverse projects, focusing on mobile app and restaurant front enhancements.

• Responded to and summarized customer complaints and feedback.