Ali Berro

• Develop and manage schedules for both Operations and Customer Support
teams to ensure balanced workload and coverage.
• Monitor operations and customer support dashboards in real time,
proactively identifying and resolving issues.
• Oversee driver scheduling across delivery zones, coordinating with the fleet
to allocate extra drivers or reassign them as needed.
• Lead and supervise both Operations and Logistics teams, providing training,
coaching, and regular performance feedback.
• Prepare and submit daily operational reports, highlighting issues,
resolutions, and areas for improvement.
• Collaborate with the Tech team to implement new dashboard features and
submit tickets for additional enhancements.
• Assign tasks to Operations and Customer Support staff based on daily
metrics to optimize workflow and efficiency.
• Investigate and resolve escalated cases affecting operations or customer
service to maintain service quality.
• Train and support riders for optimal performance.
• Maintain accurate records and reports to identify areas for process
improvements.

• Effectively manage the order processing queue, ensuring orders are
prioritized, dispatched, and delivered in a timely manner.
• Allocate orders to riders based on various factors such as distance,
availability, and delivery time constraints.
• Maintain constant communication with customers, riders, and internal
teams to provide real-time updates on order status, delays, or other
relevant information.
• Identify and resolve any issues or challenges that may arise during
order processing, such as address verification, order modifications, or
unforeseen delays.

• Responded to customer support inquiries via email, chat, and phone.
• Resolved issues empathetically while aligning with company policies.
• Collaborated with internal teams to ensure effective complaint
resolution.
• Shared feedback with management to help enhance service quality.
• Follow up and call backs, including bad user experiences with general
feedback given by customers on the application and social media.

• Oversaw daily operations between branches and drivers to ensure
efficient service.
• Collected customer feedback and implemented improvements.
• Trained and mentored new hires, enhancing team efficiency.
• Managed inquiries and complaints professionally, ensuring customer
retention.

• Prepared food and maintained kitchen hygiene.
• Worked in coordination with kitchen staff to ensure timely service.
• Ensured smooth workflow during high-traffic hours.