عبد الحكيم ايوب خالد احمد العتال العتال

• Providing call centre services/solutions to small/medium companies.
• Installation/Implementation Call centre solutions and Voice over IP connections.
• Remotely support for call centre systems such as Elastix, Asterisk, Goautodial, Drishty, Genesis cloud services, voice over IP technology, PRI’s, E1/GSM cards and devices.
• Migrating call centre solutions from and to cloud/on premises.

• Coordinate and manage communication between Technology department and different operational departments, Monitoring IT-services provided to our operations.
• Design call centre new projects/campaigns; inbound/outbound call flow, IVR flow and messages, Inbound/outbound routing, inbound DID’s/ outbound CID’s
• Coordinate with different departments “Operation/Technology” in Implementation/Testing processes for new/current projects and campaigns.
• Prepare Projects/Campaigns budget, Cost reduction/control in parallel.
• Carry out communications between IT-department and different technology Vendors (Hardware, Software, call centre services/solutions).
• Follow up all clients’ requests/issues and coordinate with different departments to be covered.

• Provide support for data problem in the ADSL (Tech. problem & billing).
• Move to ICare section mobile data and internet issues cases.
• Handling technical cases/issues related to devices (ipad, iphone, usb modems, 3G routers and black berry) connection problem and service.
• Supporting GSM, 2G and 3G Mobile internet cases.

• Start working as agent in TE data account, technical support in up Q and down Q for internet and networking troubleshooting problems.
• Promoted to technical leader, provide technical assistance for the account; follow the updates from the client (TEdata); posting updates and outages.
• Monitor technical issues and faults, coordinate action plans with the low performance agents.
• Report daily technical issues and cases, agent’s technical levels, updates technical performance percentages.