Improved customer experience at Adron

Led a comprehensive analysis of the existing system, forming a cross-functional team, and gathering user feedback. We redesigned the system with automation and self-service options, provided training to the support team, and continuously monitored and iterated on improvements. We achieved a 40% reduction in support calls, and increase in overall customer satisfaction.

Tackled the learning issue by implementing various personalized learning styles and improved the product checkout process by decreasing the clicks required for payment from 4 to 2 through A/B testing. This streamlined the checkout process, making it more efficient and user-friendly.

As part of my role at Time Research & Innovation, I Ied creation of World Health Aid (WHA), a multilingual real-time health advice platform designed to support disadvantaged individuals. WHA is a comprehensive solution that facilitates telemedicine services, bridging the gap between healthcare providers and underserved populations. It combines live patient and clinician-facing decision support systems, offering a range of paid and free services, including self-diagnosis screening through video and voice chat, multilingual instant translation, voice-command symptom search, real-time messaging, and secure record keeping.

• managed a team of over 150 people as a cross-domain coordinator.
• built a new client path between applications from scratch
• moved the range of more than 1 million products.
• set up integration between personal accounts of applications for seamless purchase of goods in one and reading in another
• built a new client path between applications from scratch

The business struggled to receive insights from customer reviews to improve product quality because they lacked the necessary details. I released a feature that allowed customers to select tags by category when evaluating a product (For example: Taste -> Sugary, Sour, Oversalted). This provided businesses with systematic customers feedback, which they used to make targeted improvements that resulted in the average goods rating increase by 20%.