TrackMate

TrackMate is a customer complaint tracking system built during my cooperative training with stc. It gives customers a way to submit, follow, and get resolution on service issues: network problems, billing questions, service interruptions, through the stc mobile app, while giving customer care agents a dedicated web dashboard to manage, track, and report on every ticket.

The product spans two experiences that had to work as one system: a lightweight, self-service ticket flow for customers, and a fuller operational view for the agents and teams resolving those tickets behind the scenes.

Customer complaints needed a clear, trackable lifecycle, from the moment a customer raises an issue to the moment it's resolved and closed. That meant defining what a "ticket" actually was across very different issue types (network, billing, service interruption, recharge), what statuses it could move through, and what information each side of the system, customer and agent, actually needed to see at each stage.

On the operations side, customer care teams needed visibility into ticket volume, response times, and overdue cases, without being buried in raw data.

I approached TrackMate the way I approach most business problems: understand the process before designing the product. That meant analyzing business and operational data to see how complaints actually moved through the organization today, then working from that reality to define requirements, plan features, and design the ticket workflow, rather than designing in the abstract.

Throughout, I worked with cross-functional teams: operations, delivery, and IT, to make sure what got specified was actually buildable, and that what got built matched what customers and agents needed.

I owned requirements analysis, feature planning, and workflow design across TrackMate's product lifecycle, translating business needs into a practical digital product rather than a set of disconnected features.

Day to day, that included analyzing business and operational data to surface insights for decision-making and product improvement, developing KPI dashboards to monitor performance and ticket progress, supporting project planning and PMO reporting through data tracking, and translating business and product requirements into clear, actionable input for the development and delivery teams.

TrackMate resolves into two connected experiences. On mobile, customers open a ticket, follow its status through a visual tracker, and close the loop with a short feedback step once it's resolved. On the web, customer care agents work from a full ticket queue with filters, statuses, and response-time metrics, and can open any ticket to see its full detail, tracking history, and a solution summary.

The web experience is where customer care agents live day to day: logging in, scanning the ticket queue, and drilling into any case for its full tracking history and solution summary.

TrackMate was delivered as a working end-to-end solution: a mobile ticket-tracking flow for customers and a web-based operational dashboard for stc's customer care team, as part of my cooperative training engagement with stc.