مجموع سنوات الخبرة: 14 سنوات, 4 أشهر
فبراير 2014
إلى حتى الآن
Oracle forms and Java EE Developer
في الجامعه الأردنية - The University Of Jordan
البلد :
الأردن - عمان
Developer of the registration system(Java JSF).
Developer of the Students financial system (Oracle).
Developer of the Academic Result system (Java JSF).
Developer of the Students financial system (Oracle).
Developer of the Academic Result system (Java JSF).
يونيو 2013
إلى مارس 2014
Sr.Data Analyst
في سامسونج المشرق العربي - Samsung Electronics Levant Co. Ltd
البلد :
الأردن - عمان
• Upload and manage sell out data from all channel managers and SFMT teams on the MCS system for All Dept in Levant markets.
• Administrate for database setup (templates / shop list / sell out / sell thru / locations / privileges) and make sure all data is uploaded properly on the system.
• Assist in preparing (MCS) weekly report and share with related division (sales trends / tracing status / market feedback).
• Communicate and share guide lines and implementation rules between field force retail team and follow up with management..
• Report back to management on all situations.
• Provide team with reporting back to management with needed reports.
• Analyze and study data taken from MCS and Antenna projects.
• Administrate for database setup (templates / shop list / sell out / sell thru / locations / privileges) and make sure all data is uploaded properly on the system.
• Assist in preparing (MCS) weekly report and share with related division (sales trends / tracing status / market feedback).
• Communicate and share guide lines and implementation rules between field force retail team and follow up with management..
• Report back to management on all situations.
• Provide team with reporting back to management with needed reports.
• Analyze and study data taken from MCS and Antenna projects.
مارس 2012
إلى يونيو 2013
Reporting analyst Officer
في شركة أمنية للهواتف -UMNIAH Mobile Company
البلد :
الأردن - عمان
• Extract and analyze data from various reports and data sources in order to identify trends and make recommendations for service and performance improvements
• Designing, generating and distributing performance metric reports for call center.
• Create and maintain the Agent and Coach Balanced Scorecards and Weekly Business Review reports
• Production of all performance reporting within the Customer Advocacy department.
• Timely reporting of accurate key performance metrics for the Customer Advocacy department.
• Report of day to day operation and comparisons to identify the impact of variances on the business.
• Designing SQL queries to generate the needed reports and presenting them in different layouts, formats and ensuring that all reports and analysis are presented in a logical and concise format.
• Ability to maintain information from several sources and consolidate them according to specific criteria’s.
• Designing, generating and distributing performance metric reports for call center.
• Create and maintain the Agent and Coach Balanced Scorecards and Weekly Business Review reports
• Production of all performance reporting within the Customer Advocacy department.
• Timely reporting of accurate key performance metrics for the Customer Advocacy department.
• Report of day to day operation and comparisons to identify the impact of variances on the business.
• Designing SQL queries to generate the needed reports and presenting them in different layouts, formats and ensuring that all reports and analysis are presented in a logical and concise format.
• Ability to maintain information from several sources and consolidate them according to specific criteria’s.
فبراير 2011
إلى مارس 2012
Acting Team Leader & operation support
في شركة أمنية للهواتف - UMNIAH Mobile Company
البلد :
الأردن - عمان
• Provide full on floor support to call center agents in termof information updates are being professionally.
• Coordination of the quality services and productivity through the handling of Operations Coordinators & Call Center agents.
• Handling of difficult situations, identify training needs and maintenance procedures of the Operations Manager.
• Handling of complicated cases & VIP clients
• Conduct monitoring and coaching to agent team.
• Conduct performance review.
• Responsible for monthly and quarterly team targets to be exceeded.
• Provide statistical reports and analysis depending on types of contacts and call center team/agents feedback.
• Coordination of the quality services and productivity through the handling of Operations Coordinators & Call Center agents.
• Handling of difficult situations, identify training needs and maintenance procedures of the Operations Manager.
• Handling of complicated cases & VIP clients
• Conduct monitoring and coaching to agent team.
• Conduct performance review.
• Responsible for monthly and quarterly team targets to be exceeded.
• Provide statistical reports and analysis depending on types of contacts and call center team/agents feedback.
أكتوبر 2009
إلى فبراير 2011
Call Center Agent
في UMNIAH Mobile Company
البلد :
الأردن - عمان
Technical support for broadband & ADSL services
- Handles incoming call, account inquiries, customer complaints or support issues.
- Handle and resolve customer complaints
- Provide customers with product and service information
- Helping customers with troubleshooting problems.
- Develop, Support Customer Relation Systems:
• Emails, outlook configurations.
• CRM System.
• RBT.
• Speech Log.
• IVR
•USSD Menues.
- Handles incoming call, account inquiries, customer complaints or support issues.
- Handle and resolve customer complaints
- Provide customers with product and service information
- Helping customers with troubleshooting problems.
- Develop, Support Customer Relation Systems:
• Emails, outlook configurations.
• CRM System.
• RBT.
• Speech Log.
• IVR
•USSD Menues.
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