In the ever-evolving telecommunications sector, Symbio, a prominent industry leader, initiated an innovative project aimed at elevating user experiences and optimising customer interactions. 

This project aimed to revamp their ticketing portal for wholesale and enterprise clients, enhancing their database management. We applied some improvement on the existing ticketing system. Our focus was on aligning these changes with Symbio's strategic objectives, resulting in improved user satisfaction and operational efficiency. My role involved optimising the ticketing portal by assessing the system, implementing strategic improvements, and utilising CX tools like Retently and PowerBI dashboards for data-driven enhancements.