At Stealth Startup, I lead end-to-end support operations across MENA, covering first-line support, escalations and enterprise accounts. I raised Tier-1 absorption from 67% to over 90% by rebuilding the training curriculum, restructuring escalation paths and introducing new resolution strategies.
I designed and launched the MENA Help Center, an internal knowledge base with step-by-step guides and a Chatbase AI chatbot. I also build tools from API documentation, including automation that takes recurring operational tasks from hours to minutes.
At Swvl, I worked in Corporate Planning on capacity, cost and route optimization, and owned enterprise accounts including Amazon. I contributed to quadrupling revenue by Q2 2023 through pricing and utilization models, operational scaling and capacity reallocation.
Across my support and operations work, I’ve developed SOPs, automated reporting and built KPI and financial dashboards in Looker Studio. I use operational data to identify gaps and guide decisions on service quality, efficiency and revenue risk.
