Faris Ashraf
@farisashraf
I build scalable knowledge systems, SOPs, and workflow automation that improve support operations.
EgyptWhat I'm looking for
At Talabat, I've built and led the Knowledge Change Management function, transforming ad hoc documentation into a governance model adopted across the organization. I migrated knowledge from Google Sites to KnowledgeOwl and built the Partner Support Knowledge Base from zero across multiple regions.
I've streamlined 300+ fragmented Customer Care topics into about 180 articles, cutting agent search clicks by roughly 80% and improving AHT, QA accuracy, and CSAT. I also build practical internal tools—from CRM-integrated AI support scripts to Apps Script dashboards and workload managers—that turn recurring operational pain points into scalable solutions.
Experience
Work history, roles, and key accomplishments
Knowledge Change Management Associate
Talabat
Dec 2023 - Present (2 years 9 months)
Spearheaded the establishment of Talabat's Knowledge Change Management function, leading the migration from Google Sites to KnowledgeOwl and building the Partner Support Knowledge Base from zero. Consolidated 300+ fragmented topics into ~180 streamlined articles, cutting agent search clicks by ~80% with measurable gains in AHT, QA accuracy, and CSAT.
Education
Degrees, certifications, and relevant coursework
Madina Academy
Bachelor of Science, Information Systems
Pursuing a Bachelor of Science in Information Systems, with an expected graduation in May 2026.
Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Salary expectations
Job categories
Skills
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