Haneen Mattar
@haneenmattar
I improve high-volume customer operations, escalations, and workflows at Yango.
EgyptWhat I'm looking for
I'm improving high-volume customer operations at Yango, handling 300+ tickets per shift with 99.67% quality and 25.8 TPH.
I support escalations, approvals, agent guidance, and complex case investigations while improving SLA performance.
I've improved 22 manual logics, contributed to LLM/AI initiatives, and mentor 18 agents to strengthen team performance.
Before Yango, I ran ATC Online Shopping Store across sales, customer service, marketing, and after-sales operations, and created branding and social content using Adobe Creative Suite.
Experience
Work history, roles, and key accomplishments
Senior Customer Support Specialist
Yango
Jan 2026 - Present (8 months)
Handles 300+ tickets per shift with 99.67% quality and 25.8 TPH. Supports escalations, approvals, agent guidance, and complex case investigations; improved 22 manual logics and contributed to LLM/AI initiatives.
Education
Degrees, certifications, and relevant coursework
Limkokwing University
Bachelor of Creative Multimedia, Creative Multimedia
Grade: 3.6 / 4.0
Earned a Bachelor of Creative Multimedia from Limkokwing University in Malaysia.
Global International School
High School Diploma, General Studies
Grade: 3.8 / 4.0
Completed high school education at Global International School in Saudi Arabia.
Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Salary expectations
Job categories
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