Senior Digital Tester
Orange - Jordan
Total years of experience :17 years, 6 Months
Managing all kind of operations & reporting for fixed & ADSL/FTTH provisioning, and achieving KPI
Key Accomplishments
* Accumulated deep knowledge on customer experience and user journey related to Orange products especially
Mobile & Fiber, and ADSL, via expert handling of customer issues and involvement in IT transformation.
* Assigned to the IT Transformation / Order Management project (Related to TCRM application) to support with:
Test Cases Definition & Testbook preparations for UAT, where I attended professional training by Sofrecom
Consulting on Testing Methodology.
Train of Trainers (ToT) Executions & Arrangements
UAT Test cases Execution & Arrangements
UAT Testing Feedback Collection, Analysis & evaluation on system features and business rules/policies
Requirements gathering from business/product owners in collaboration with IT professionals.
Escalating defects/bugs and concerns to the vendor by (Jira, email & enterprise testing tool ...)
UAT Re-Testing Execution & Arrangements (as multiple Re-testing cycles can be expected per UAT wave)
Pilot Execution and Feedback
* Trained and provided a refreshment training for team members on TCRM application
* Documented additional process of the daily tasks for quick references in the future.
* Simplified the view of the complaints on TCRM application based on the task of each team member.
Managing all kind of operations for fixed & ADSL provisioning and achieving KPI
Key Accomplishments
* Decreased the percentage of downgrade cases that related to the new ADSL requests from 69% to 7%
* Documented the process for some of the daily tasks for quick references in the future.
* Assisted in training and providing the needed support to new comers in ADSL best speed campaign
* I ranked the first of 11 out of 58 employees who passed TCRM exams and became as a candidate as a main trainer
of TCRM application
* Handled the FTTH cleansing project with high professionalism and quality.
* Handled the suspicious sales fraud cases with high performance and consistency.
Selling and serving all Orange products and services for customers at the shops to maximize the revenue and achieve
commercial targets.
* Determining requirements by working with customers
* Fulfilling requests by clarifying desired information; completing transactions; forwarding requests.
* Answering inquiries by clarifying desired information; researching, locating, and providing information
Key Accomplishments
* Assimilating training quickly and then helping to train and support other employees.
* Management's stated recognition of leadership potential.
* Best performance achieved in Customer Retention.
* Filled in for shop supervisor in a remote POS project for 12 months handling cash, stocks, etc.
Customer Service & Stock Assistance
Khazanti.com
Apr 2014 - Feb 2015
* Handle customer inquiries and complaints when needed via all available communication channels (including
Telephone, Email, Social Media websites and Chat) with politeness and professionalism.
* Manage the inventory of supplies in a timely and organized manner.
* Accurately tracking and verifying the quantities and insuring that they are matched with the online store.
• Handle customer inquiries and complaints when needed via all available communication channels (including Telephone, Email, Social Media websites and Chat) with politeness and professionalism.
• Manage the inventory of supplies in a timely and organized manner.
• Accurately tracking and verifying the quantities and insure that they are matched with the online store.
Oversaw 30+ customer service representatives, directly monitoring and coaching their call center performance, resolved escalated customer complaints and issues, ensuring one call resolution. Facilitated team meetings; created agendas.
Oversaw 20+ customer service representatives, directly monitoring and coaching their call center performance, Resolved escalated customer complaints and issues, ensuring one call resolution, Facilitated team meetings; created agendas.
Dedicated Project: One of Wi-Max Internet Service Providers in Jordan
Provide technical and network problem resolution to customers by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required.
Execute the sales activities for pre sales customers, ensuring timely deliveries and the achievement of sales targets
Provides food and beverage service of high standard and ensures that guest needs are satisfied;
Customer Orders - Took customer orders, recorded it into computer database
Customer Service - Maintained friendly, smiling and good attitude with every customer specially
addressing complaints calmly and swiftly
Cleaning- Performed numerous cleaning duties, heavy lifting …
Cash Handling - Took cash responsibility and matched daily cash in drawers with sales at day end and
closing
Provides food and beverage service of high standard and ensures that guest needs are satisfied;
Customer Orders - Took customer orders, recorded it into computer database
Customer Service - Maintained friendly, smiling and good attitude with every customer specially
addressing complaints calmly and swiftly
Cleaning- Performed numerous cleaning duties, heavy lifting …
Cash Handling - Took cash responsibility and matched daily cash in drawers with sales at day end and
closing