Business Analyst/ Product Owner
Classera
Total years of experience :10 years, 11 Months
• Compiled accurate content \[title, product description, key selling features, images\] to educate and engage the customers.
• Edited and/or created content implementing our related guidelines.
• Provided feedback about unusual items, unavailable types or attributes.
• Researched to find and/or verify provided data.
• Processed high load of different types of items from all types on the website to met the SLA agreement.
• Followed product extraction standards during production as set by the team Manager.
• Translated content, including titles, description and do any needed language edits on the products before lunching them online.
• Established promise to pays, organizing staff through internal and external marketing, and meeting collection goals through contact calls.
• Recruited, interviewed and selected employees, developed work schedules according to budgets and workloads Researching, compiled and prepared reports, correspondence, and other information required by management or governmental agencies.
• Trained and instructed employees in job duties and the needed policies and procedures, interpreting and communicating work procedures and company policies to staff.
• Supervised and coordinated activities of the team members to guarantee adherence to quality standards, deadlines, and proper procedures.
• Provided employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes.
• Menu pricing, calculation of production costs, reducing waste, increasing the profit margin and recipe costing.
• Advertised through word-of-mouth, social networking and media campaigns in order to establish a professional brand, consistent image and stellar reputation.
• Kept a close eye on Workplace, food and employees safety standards, in addition to make sure that all employees are taking the responsibility of cleanliness and pest control.
• Solved any sort of complaints that arise.
• Adapted and localized the social innovation curriculum for roll-out in the labs in Makani Centers.
• Hired and trained facilitators for mobile labs and labs in the camps.
• Planed and provided technical support to implementing partners.
• Development and implementation of monitoring and evaluation system/ feedback loops.
• Facilitated the Strengthening and developing “post programme opportunities” including outreach to potential partners.
• Facilitated lab curriculum in Azraq; and to work with other Makani centers to implement social innovation curricula.
• Facilitated a social innovation curriculum among 14-18 year olds, based on UNICEF’s Upshift Social Innovation curriculum.
• Coordinated other lab activities, including organizing “open innovation days”, bringing in technical trainers for example in coding; and lead reporting on lab activities to Relief International and UNICEF.
• Leaded outreach to other camp-based Makanis, and coordinate with other RI staff joint activities.
• Filtered the projects picked by the youth according to community needs and the ability to apply them in the field.
• Trained and prepare the youth to pitch their projects in front of the jury and he crowd.
• Helped in facilitating the process of collecting missing data for M&E department in order to obtain all data for Bayanati in Makani Centers in Azraq Camp.
• Managed all the lab activities including hiring and training the facilitators, monitoring there working hours, and calculating their working hours though the month before submitting their attendee sheets.
• Attended weekly meetings with the community to represent RI,
• Introduced our services to the people and answer questions.
• Prepared for all the events in RI, welcoming visitors and translate for our quests when needed.
• Managed center's effective functioning, physical safety and expansion.
• Participated in recruitment of appropriate case managers, facilitators and teachers for Non-Formal and Remedial Education for refugee children and youth, according to UNHCR SoPs and RI principles and standards.
• Managed scheduling, attendance, performance and payment of teachers in coordination with RI program management team.
Other Responsibilities:
o Media Focal Point for RI centers in Azraq:
- Organized the process of taking photos and videos during the activities, then documenting and storing them to be shared on the social media.
o Supported seven Fortune 500 customers. This includes software training, customer and vendor support, with SLA presentations for IBM/ Tangoe.
o Supported US Client Managers remotely and make sure they are provided with the most recent reports.
o Prepared weekly and monthly dashboard reports for missing invoices and SLA reports.
o Generated and analyzed weekly excel reports, in order to define the missing invoices, obtain them then update the status for these accounts on the system, in addition to verifying the status of the disconnected accounts.
o Communicated with the client managers assigned for each client to report and resolve billing issues.
o Contacted US and Canadian vendors by phone, e-mail and fax to request invoices and extensions for unpaid accounts on the IBM/ Tangoe Rivermine TEM software.
o Loaded/Generated invoices as per the client protocol and standards.
o Responded to client phone calls/email/chat, to resolve technical issues efficiently to meet our support service level commitments.
o Provided regular and timely follow-up to requests and inquires placed by clients.
o Monitored updates sent by clients and escalate problems.
o Trained and supported new team members, distribute tasks and monitor agent's productivity as well as the backlog.
o Monitored quality and performance of the other team members.
o Identified, troubleshooting and resolving issues in Rivermine via JIRA tickets.
• Checked invoices to make sure that they meet the IBM Rivermine System standards and requirements.
• Data auditing by checking current and previous invoices and figure out the variance causes.
• Decided the needed course of action when an invoice does not meet the required standards.
• Prepared internal training documentation and productivity reports.
• Had weekly online meeting with the clients to discuss the updates and provide reports about the current situation of accounts.
• Meeting new clients online to get trained on new systems, then summaries the training and share it with the team.
I supported Weightwatchers customers and clients in Aspire Services. My position was CSR but I had a chance to work as a QA in load times. (WWW. Weightwatchers.Com)
• Customer Support Representative:
• Provided a high level of customer service via e-mail that would exceed customer expectations as well as meeting the departmental goals.
• Evaluated customer concerns and resolve problems towards customer satisfaction.
• Provided technical and informative support to the customer.
• Secured customers/client satisfaction.
• Monitored all the updates about the products, services and promotions to insure providing the best possible service to customers/client.
• Worked on the Egain and Wat software proficiently.
• Quality Analyst:
• Testing and analyzing the website.
• Reading and understanding the requirements
• Writing test cases.
• Regression testing.
• Writing defects using defects logger.
• Transferring defects to the responsible department.
All kind of English Arabic translation and vice versa