At Dodo Pizza & Drinkit, I coordinate four support specialists serving 13 Dodo Pizza restaurants and 16 Drinkit coffee shops in the UAE market. I handle escalations and customer feedback while coordinating service issues with franchise partners and internal teams.
I improved SLA compliance from 30% to 95%+ by optimizing shift schedules, expanding coverage hours, and strategically scaling the team. I also reduced average Agent Response Time from 130 to 55 seconds.
By analyzing feedback and support metrics, I helped increase CSAT from 74% to a consistent 96–98%. I work with SLA, AHT, FCR, CSAT, and NPS to identify service improvement opportunities and report on quality.
I contribute to establishing support operations for a new market and developing English-language communication standards and procedures. I also onboarded and trained four specialists within three weeks, with zero turnover.
