Muhammad Mamman

Designed, developed, and deployed premium landing pages optimized for high conversion rates, seamless user experience, and responsive design. Developed tailored, user-centric customer request websites and client intake systems, ensuring smooth front-end interaction and robust data handling. Provided ongoing technical maintenance, site optimization, and client troubleshooting for web projects.

Monitored and evaluated chatting operations across multiple accounts, ensuring brand tone, response quality, and platform guidelines. Conducted daily QA audits on chat interactions, flagging errors and providing structured feedback, improving team performance scores by 30%. Coached a team of 6 chat agents through weekly one-on-one feedback sessions and group training workshops focused on communication standards and OF workflow best practices. Developed and maintained QA scorecards, evaluation rubrics, and performance tracking spreadsheets used across the operations team. Collaborated with team leads to resolve escalated issues and implement corrective action plans within tight turnaround times. Maintained organized logs, reports, and documentation ensuring accountability and transparency across all quality processes.

Managed high-volume chat queues, maintaining a 98% response rate and consistently meeting SLA targets. Demonstrated strong written English communication handling sensitive client interactions professionally and empathetically. Identified recurring chat issues and escalated patterns to management, contributing to workflow process improvements. Supported onboarding of new team members by sharing best practices and acting as a peer resource for quality standards.