Oracle NetSuite Senior Functional Consultant
eDigits
Total years of experience :15 years, 11 Months
- Own and deliver business analysis and requirements-gathering sessions based on the industry’s best practices.
- Functional requirements analysis and solution design according to business needs, and preparing Requirement Gathering Doc. & Solution Design Doc. & Training-UAT Doc.
- Present Analysis & CRP & Training Sessions and work towards obtaining signoffs. - Participate in projects’ required planning activities for Oracle NetSuite projects, as per Oracle methodology.
- Ensure the quality of software deliverables is as per design by creating and running test case scenarios.
- Perform customization and configuration of the Oracle NetSuite platform as per the client’s requirements.
- Create and manage existing and custom forms, fields, lists, records, and workflows.
- Develop, launch, and manage in-depth KPIs, dashboards, custom saved search & custom reports for all team functions at both management and individual level. - Follow up with developers to make sure that development is aligned with requirements, like suite scripts
- Prepare training and overview materials, including presentations and user guides. - Serve as the primary contact for the customer during the implementation process. - Provide in-depth training to the end-users in the system set-up and functionalities. - responsible for the follow-up with customers to verify solutions are successful. - Responsible for assisting product management in developing and prioritizing enhancement lists for products by Communicating repetitive customer issues and relaying customer experiences.
- Responsible for tracking open customer issues, and communicating status to customers.
- Corporate with the Sales team for a meeting successful presentation.
- Leading & Assist the team).
- Organize the work round during the shift.
- Audit the chats, E-mails and tickets of the agents.
- Handle Escalation cases.
- Make daily reports and sheets beside other tasks during the day.
OneCard is the unique online Arabic shopping website, where you can buy a lot of online services and products that you need.
- Handling customer support requests via Live Chat, E-Tickets, and E-mails.
- Handle all incoming calls of the call center.
- Verifying Customers data in order to activate their accounts and detect fraud attempts.
- Handle outbound calls for follow up, occasional campaigns and call backs blended with normal inbound calls.
- Handling e-mails from the merchants.
- Provide best possible service to both external & internal customers to achieve highest level of customer satisfaction.
- Provide support regarding the usage of the website and its interaction with the different services we support payment for.
- Provide proper information to customers with complete & comprehensive understanding of OneCare Products & Services and Policies & Procedures.
- Resolve customer complaints in time & treats them as business opportunities to ensure continuous improvement & development
- Escalate problems & provides relevant feedback to the right channels
- Producing Up-to-date guides for the users, helping them with their payment process in clear and short steps.
- Contribute to the Up selling of OneCare Products and Services
- Giving feedback to the different departments based on customers problems analysis.
- Assist customers in selecting products and helping them in identifying their requirements.
- Answer customer’s questions about the products and new offers and any other thing concerning the business by have all the knowledge in details about the products and new offers.
- Offering & Informing the customers about all our services like 2121, MCK, E-Bill, …etc
- Handling customers’ complaints, problems.
- Sell the products with persuasion.
- Negotiate the price on the spot.
- Increase sales and the profitability of the store.
- Handle and maintain the cash.
- Keep a check on the inventory, sales goods, and Prepare daily reports.
- Carry out a full set-up and configuration of customer handsets and devices during purchase or upgrade (including content and contacts transfer, installation of applications, email set-up etc.)
- Creating SR for each customer + sending customer thanks.
- Answering inbound calls on prepaid queue in a professional way.
- Handling customers’ complaints, problems and hard calls.
- Handle customers inquires on the telephone
- providing the right and full information according to the call center guidelines(call scenario & knowledge base) .
Taking customer orders and creating opportunities for up orders.
- Effectively interpret the needs of the customer, maintain and enhance standards of quality for the services offered.
- Build a customer relationship / partnership, which add value to the customer, leading to a long-term profitable relationship.
- Show a broad knowledge of services advantages.
- Follow the appropriate guidelines and procedures for any given situations.
- Available 24 hours a day 7 days a week.
- Develops a team to support the call center and achieve the established level of performance.
2003-2007 Ain Shams University Cairo, Egypt * B.S. in Commerce, Accounting Department. * Grade: Fair.