Oracle forms and Java EE Developer
الجامعه الأردنية - The University Of Jordan
Total years of experience :14 years, 6 months
Developer of the registration system(Java JSF).
Developer of the Students financial system (Oracle).
Developer of the Academic Result system (Java JSF).
• 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.
• 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.
• 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.
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.
Good / 3 form 4
