Abdallah Hassan

• Automated the detection of incorrect order cancellations using a rule-based system with over 25 conditions, leading to a 73% reduction in wrong cancellations, and a 19% drop in cancellations made before the promised delivery time.
• Built a comprehensive agent productivity tool by integrating data from 10+ sources to calculate productivity and capture detailed activity logs. It is now used as a core KPI metric for agents, team leaders, and supervisors, and became the primary tool for business performance evaluation, holding the highest weight among all KPIs.
• Introduced a new AHT calculation method, enabling accurate tracking of agent performance, which led to a 45% increase in productivity and a 63% reduction in SLA. That increased the cash collection queue performance.
• Developed a smart logic to calculate order distances across the MENA region, enabling differentiation between system bugs and rider abuse. This resulted in a 49% drop in distance-related rider contacts and a 15% decrease in abuse cases, while also supporting the Delivery Hero engineering team in identifying pickup distance bugs, and enhancing the accuracy of the dispatch algorithm.
• Consolidated manual actions from five separate sources into a unified dashboard, significantly reducing incorrect actions by 46%, and enhancing visibility into operational behavior.

• Led multiple automation projects and streamlined several manual workflows.
• Increased operational efficiency with thorough analysis of real-time metrics, and implementation of best practices.
• Developed comprehensive reports to inform decision-making, highlighting trends and opportunities for improvement.
• Monitored real-time adherence rates, identifying potential risks to service delivery goals and taking corrective actions when needed.

Managed live order issues across the region, ensuring timely resolutions by coordinating with riders, vendors, and customers. I was assigned by the Operations team to analyze fill rate data, identify failure patterns, provide insights to reduce cancellations, and improve order success.

Responsible for managing high-priority customer escalations across Talabat, Otlob, and Carriage platforms within all GCC markets. Coordinated with cross-functional stakeholders to ensure timely and effective resolution, while conducting root cause analysis to prevent recurrence and safeguard the overall customer experience.