ahlam albast, quality assurance

ahlam albast

quality assurance

stc

Location
Saudi Arabia - Riyadh
Education
Bachelor's degree, MIS management information system
Experience
15 years, 1 month

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Work Experience

Total years of experience :15 years, 1 month

quality assurance at stc
  • Saudi Arabia - Riyadh
  • My current job since December 2012

•Participates in design of call monitoring formats and quality standards.
•Performs call monitoring and provides trend data to site management team.
•Uses quality monitoring data management system to compile and track performance at team and individual level.
•Monitors email customer contacts.
•Participates in customer and client listening programs to identify customer needs and expectations.
•Provides actionable data to various internal support groups as needed.
•Coordinates and facilitates call calibration sessions for call center staff.
•Provides feedback to call center team leaders and managers.
•Prepares and analyzes internal and external quality reports for management staff review.

• Technical Support Supervisor at orange jordan
  • Jordan - Amman
  • November 2011 to April 2012

- Manage more than 12 agents at the same time and monitor them with the customers to support internet services.
- Make the necessary recommendations and technical support for the team.
- Preparation of studies and technical recommendations to solve everyday problems and guide members of the action team.
- Increasing the performance for the broadband support center and there knowledge, improve all supporting techniques, behavior, and culture.
- Identify lessons learned and develop a database of all staff, customer complaints and the work of proposals to resolve this.
- Training and evaluation of customer service and technical support staff.
- Train new employees (call center process, systems and new services).

Second layer- technical support advisor - customer care at orange jordan
  • Jordan - Amman
  • February 2010 to October 2011

- Follow up on reported problems for ADSL and fixed lines, managing all the related activates and give feedback to the customer.
- Analyze & monitor all customers' complaints.
- Handling the transferred calls and support the first layer team.
- supporting first layer team.

First layer- technical support call center agent at orange jordan
  • Jordan - Amman
  • October 2008 to January 2010

- Answers customer's calls/faxes/e-mails to solve billing, technical problems & answers any general inquiries especially technical issues.
- handles and solves all customer’s inquiries and complaints directly.
- escalates unsolved problems to other departments within Jordan Telecom Group.
- Make configuration for all modems, routers and networks.

Education

Bachelor's degree, MIS management information system
  • at Alisraa privet university
  • August 2008

Specialties & Skills

Customer Service
Team Leadership
Customer Satisfaction Analysis
Quality Analysis
Call Center
• Excellent in communication skills, dealing with customer, management and public relations.

Languages

English
Expert

Memberships

Orange
  • a
  • October 2008

Training and Certifications

English courses (IELTS) IELTS - International English Language Testing System (Training)
Training Institute:
British council
Date Attended:
July 2009