ccc by stc

Three years at stc's customer operations arm, starting in frontline support and working up to backoffice specialist on the Jawwy brand.

As a Backoffice Specialist on Jawwy, I resolved 40+ escalated tickets daily across Social Media, Chat, Email, and Outbound calls. The work lived inside CRM systems — complaints, requests, queries — with the complicated stuff (Jira requests, network issues) getting escalated further through SMAX Service Portal. I managed task assignment and tracked hundreds of tickets daily, reporting SLA impact reasons through Excel. Collaborated with 25+ team members and senior management across operations departments to maintain a 95%+ average SLA.

Before that, as a Customer Care Specialist, I handled 100+ customer interactions daily through Social Media and Chat powered by Khoros Lithium. Maintained an 85% customer satisfaction rating — above company average — while performing real-time troubleshooting to identify root causes and resolve issues on first contact.

This is where I learned to think about systems at scale. When you're processing that volume of human problems every day, you start seeing patterns, bottlenecks, and opportunities to automate. It's part of what pushed me toward engineering.