{"type":"video","version":"1.0","html":"<iframe src=\"https://www.loom.com/embed/572f158604f749109e7a8aa1a0720c42\" frameborder=\"0\" width=\"2560\" height=\"1920\" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>","height":1920,"width":2560,"provider_name":"Loom","provider_url":"https://www.loom.com","thumbnail_height":1920,"thumbnail_width":2560,"thumbnail_url":"https://cdn.loom.com/sessions/thumbnails/572f158604f749109e7a8aa1a0720c42-7c46dec6676520ce.gif","duration":65.742,"title":"Introduction Video","description":"This Loom shares Grace Rumamba’s customer experience journey and what motivated her to shift from high-volume support work to people-centric solutions. She describes having over five years of experience across customer support, safety operations, training, and escalation management, including work in healing, food delivery, and fashion, with operations across North America, Europe, and Sub-Saharan Africa. When she started as a Tier 1 agent, she realized she was not satisfied with completing only 80 to 100 cases per day. She says she became more passionate about delivering solutions that center users and collaborating with different teams to raise service quality."}