Alaa Sandouqa

Ensures that general tickets are raised with the Network, IT Sectors and Consumer Unit in case of customer complaints or faults that impact call center KPIs.

Coordinates and follows up with Network, IT and Sectors and Consumer Unit on the progress of daily trouble tickets.

Escalates all late group tickets to the concerned Sectors and follows up on a regular basis for their closure.

Perform initial investigation and analyses for the received faults/tickets from call centers.

Responsible for day-to-day supervision of Helpdesk team.

Include scheduling and distribution of work amongst Helpdesk team.

Ensuring team members meet performance standards and reach department objectives.

Solving the open tickets.

Coordinate with technicians to manage support cases which cannot be resolved over the phone.

Send daily pending report.

Following up & updating banks regarding their pending & completed tickets.

Monitoring other helpdesk employee performance to determine what training courses they need.

Task allocation amongst helpdesk employees, especially in pressure situations.

Covering or designating workload in the case of absence of a helpdesk employee.

Collect Data by the companies who had Classes A or B.

Contact the Leads.

Manage Appointments for the salesmen.

Build Reports and Print them.

Follow up with customers and the stuff.

Create Quotations.

Get Purchase Orders.

Create Vehicle Orders.

Support Operation Department.

Use CarPro system.

Follow up with agents.

Receive students' calls to provide them full information.

Call back the students from the online requests.

Book the request on CRM system.

Build invoices and print reports.

Receive the medical files.

Arrange them by medical separators.

Scan the pages and check their quality.

Assemble them by date and save them in the server.

Arrange the file back.