eProcurement Account Manager
Tejari Solutions FZ LLC
Total years of experience :20 years, 8 Months
• Supervise and support the Project launch- from the initial phase until project delivery
• Review /update key project milestones as per the project plan
• In charge of Project Management & Delivery - on an ongoing basis
• Responsible for the day to day running of RFQs/Auctions as per the agreed guidelines/timelines.
• Identify/Invite/encourage all relevant bidders to register on the portal.
• Make sure that all activated bidders participate in RFQs, paying the necessary security deposit.
• Ensure that all bidders, who paid their security deposit are invited & bidding on the live auction
• Manage and maintain relationship with key stakeholders at DTC
• Responsible for end-user training & support
• Co-ordinate/Liason with the Tejari Helpdesk Team
• Generate the necessary post-auction report(s) and send it to DTC on agreed time schedules.
• Project review/appraisal on an ongoing basis, looking for continuous improvement
• In charge of Portal Configuration, String and Alert Customization
• In charge of Portal branding and website content
• Raising any risks/issues/concerns early for risk mitigation actions
1 - Attend to escalated calls from the company contact centre.
2 - Understand customers’ requirement and address them appropriately.
3 - Answer customers’ queries and note their complaints.
4 - Track pending customer complaints ensuring their quick resolution.
5 - Highlight recurring customer problems/issues to the Senior Manager Customer Services.
6 - Ensure strong knowledge of company products and their functionality.
7 - Report Company Exchange functionality issues and/or bugs to the Senior Manager Customer Services.
8 - Help build a positive brand identity for company and further its reputation by providing world-class customer service.
9 - Support the development and updating of user and administration manuals.
10 -Support the development of FAQs for the company portals.
11 -Establish and sustain relationships with customers in the interest of the company.
12 -Ensure the timely follow-up of new registrations and members signed but not registered.
13 -Upgrade skills and knowledge on a continuous basis.
14 -Continually monitor and manage cases that are logged in company system.
15 -Activate customer accounts in a timely manor.
16 -Regularly meet with Technology Centre, Project Management Office and Franchise development Consultants to follow up on the status of cases and to ensure that these stakeholders are informed of customer concerns.
17 -Build a knowledge base for improved trouble shooting.
18 -Provide weekly performance reports to Senior Manager Customer Services.
19 -Assist with translations between customers and buyers during Trade delegation meetings.
20 -Support diverse activities that are required to better serve the company customers.
21 -Monitor the availability of company websites.
22 -Inform Customer Services manager and relevant stakeholders as soon as any company website is not available (down), or as soon as a severe website problem is identified.
23 -Take ownership of customer service cases that have been logged on CRM.
1 - Managing the team of 40 executives who are providing the customers with the resolution / feedback of their complaints & Inquires related to 800 9090
2 - Managing to Plan, develop and implement new strategies / KPIs in the section to enhance customer’s experience while making complaints and getting the timely resolution
3 - Managing to make necessary changes when required in CRM and other applications and synchronized the same according to the customer needs
4 - Managing to ensure the quality checks on customer complaints and their resolution methods, timelines and the entire customer life cycle process
4 - Managing to hire new staff for the department and arrange quality trainings before assigning them their tasks
6 - Trained Call Center Staff, Staff Counseling & Couching
7 - Designed and generated daily, weekly and monthly Call Center performance reports.
8 - Floor Management, which included Call Center Inbound & Outbound functionalities namely Customer File Management, Courtesy Calling, Query Management & Written Correspondence with Customers.
9 - Administration of Call Center’s day to day activities
10 - Quality Call Monitoring of approximately 250 calls per month.
Backup support for iPAQ customers including updating the firmware and assisting customers via phone for basic issues and settings
1 - Providing first level support for Business notebooks, business desktops and workstations which includes:-
2 - Guiding the customer how to install the operating system, its drivers and HP applications or HP image.
3 - Basic troubleshooting to solve known issues.
4 - Helping service center engineers for spare parts issues.
5 - Elevate cases to 2nd level team for unknown technical issues
Senior support engineer for server product (Proliant ML, DL and Blade Servers) and storage device which includes:-
1 - Guiding the customer how to deploy, install fresh operating system, drivers and HP application.
2 - Assisting the customer how to configure storage controller for creating RAIDS depending on user's requirements.
3 - Guiding customers how to update the firmware for the hardware.
4 - Guiding customers how to extract the needed reports for analysis.
5 - Assigning and following up with Saudi Arabia cases to service centers to take action in hardware issues.
6 - Solving problems of Windows 2003/ 2008 - Storage Support (SAN - NAS) VERITAS and Microsoft Clustering Technologies - Remote Access Technology. Network (Firewall, LAN/WAN, Wireless, Corporate Domain).
1 - Provide technical support to “DOHMS” computer users; serving as the primary interface between the end user and DOHMS’ IT Department staff.
2 - Perform first-level troubleshooting and facilitate resolution of user problems.
3 - Respond to telephone calls and work through potential solutions with the caller, and Test the selected solution with the caller.
4 - Analyze user inquiries and problems to recommend changes, which would result in the reduction of problems. Dealing with Networking and Computer Troubleshooting.
5 - Receive requests via telephone for assistance on computer related problems including hardware, software, peripheral printer and related equipment.
6 - Ensure quality customer service to client users; ensure proper and accurate feedback on technical problems.
7 - Coordinate communications between client and IT Dept staff.
Provide technical support to IOLO System Mechanic users:
1 - Acted as a system support specialist to provide technical support through Microsoft CRM by sending the most helpful articles to the user from knowledge base article which can help solving there system problems.
2 - Escalate the problems to the manager in the cases of new bugs in the software which founds to start troubleshooting & fixing the problems.
Worked as a CSR for many campaigns like: Western Union, Emirates Computers, Vertscape, WWA, Digital Sky’s, and other 30 campaigns.
1 - In charge for any IT operations or project (design, execute, manage).
2 - Perform first-level troubleshooting and facilitate resolution of user problems.
3 - Analyze user inquiries and problems to recommend changes, which would result in the reduction of problems.
4 - Ensure quality customer service to client users.
5 - Handles all the problems that happen either in the software or in hardware with the employees.
Completed my university study with GPA : Good.