Hayat Rubayyi

• Improved customer experience by analyzing NPS, CSAT, and CRM data to identify pain points and drive corrective actions.
• Led and supported CX improvements across key journeys (Purchase, Claims, Cancellation, Renewal) in Retail, SME, and Corp/KA segments.
• Collaborated with cross-functional teams to fix service gaps, resolve recurring issues, and enhance overall customer satisfaction.
• Delivered data-driven insights and reports to guide decision-making and prioritize CX initiatives.

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.

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.

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.