Project Coordinator
Ooredoo
Total years of experience :12 years, 4 Months
o Work on projects / initiatives that fall under Retail Support related to digitalization of the daily operations retail shops (Retail-digital solution, Sales Smart Solution, Digital signage, Queue management system, digital price tabs, POS machine integration etc.)
o Conduct visits to retail shops to ensure smooth implementation of new solutions and also smooth functioning of the current systems in place
o Participates in the analysis of daily, weekly and monthly activity reports to identify trends, optimize retail agents efforts and improve services
o Propose new digital solutions that could enhance either user or customer experience or both in the Retail shops
o Analyzing more on the technical feasibility of each new project
o Ensure constant enhancement of the applications used by the Retail agents in order to provide the best experience to the customers and maximising the waiting / processing time
o Follow up with the IT, Demand, DX, UAT, etc. teams in order to deliver the projects / initiatives as per the agreed scope & timelines
o Assist in pre-launch test scenarios either in UAT or live systems to ensure 100% readiness before implementing in retail shops
o Fault troubleshooting remotely and trouble ticketing and updating in the Fault Remedy
o Trained with senior system engineers to enhance my personal technical skills and learned internal process for escalating cases and approving or denying handovers to specific verticals
o Fixed Telecom Services (platform includes fiber, DSL, and Copper Network), the scope of work includes all provisioning of services on the above platform.
o Mentored new staff by answering technical questions, escalating cases, and teaching detailed process development
o Attended customer site surveys for new equipment and circuit installations
o Knowledge regarding basic configuration and installation of Cisco & Huawei Routers and Network Switches
o Led a diverse project team of internal staff and external vendors
o Reduced workload of escalations and maintained their timely feedback to management