Knowledge Enhancement Administrator
Reach
Total years of experience :11 years, 4 Months
• Work from 14/5/2015 till now in position Knowledge Enhancement Administrator (Operation Enterprise Department \[Experience Section \] ) at Reach Company
Main duties:
- Administrator Call Recording Systems (monitoring all action from users in recording systems and follow up with Technical team to solve any problem faced us in recoding calls).
- Member of the committee interviews.
- Business analyses and system analyses for new and current customers.
- Software Quality assurance after develop new system’s from IT side
- I Worked as Contact person in reach to follow up with customers
- Drawing call flow for IVR System using Microsoft Visio.
- Record Voice Message that need to upload it to IVR system after drawing Call flow
- Create reports daily /Weekly /monthly to customers at Reach Company and send it to customers.
• Worked 7 Months super representative CC at Reach Company for Technical support Team (Hadara of internet service provider).
Main duties:
- Managing real time call center.
- Employee motivating.
- Employee coaching.
- Follow up with Hadara ISP team and Paltel team to troubleshooting internet problem
When face problems.
• Worked 10 Months Technical Support for Company HADARA of internet Service provider) in Reach co, Ramallah.
Main duties:
- Networks problem solving & Internet problems troubleshooting
- Dealing with customers & Routers programming
- Sales representative
2007–2012 – Al-Najah National Univ. IT college Palestine – Nablus City. B.A in Management Information System IT-Faculty Tel. 09 2394960, email: info@najah.edu 2006–2007 – al-Yamun High school Secondary Certificate/Science Stream.