CCTV Tunnel OPerator and Bilingual Telephone Operator
Samsung-Saif Bin Darwish
Total years of experience :4 years, 1 Months
Acting as Bilingual Telephone Operator and responsible for attending calls from the eternal agency
Identifying the Details of Al Salam tunnel SCADA Systems which is the central core of control system in the tunnel in order to manage the tunnel by monitoring those systems which are such as Electrical system, Mechanical system and traffic control system
Studying the major and critical systems installed in the tunnel to identify the shortcomings and limitations of the systems design.
Attending testing and pre-commissioning of each system for better understanding of its operations.
Studying the SOPs outlined in the Joint Incident Management Procedure (JIMP) Revision D, on managing and coordinating incidents in the tunnel.
Attending site visits to tunnel to orientate and familiarize with the tunnel layout and facilities. Identified potential conflict areas in tunnel.
Attended site visits to surrounding road network leading to the tunnel to appreciate the location of the tunnel in relation to the larger road network. Identified potential bottlenecks, closure points for tunnel closures.
Studying the Incident Traffic Management Strategy Report (ITMSR) in detail to identify shortcomings, limitations of the strategies and errors of the report.
Case studies of tunnel emergencies in Singapore, Boston and Hong Kong tunnels.
• ct as a bilingual telephone operator and answer inbound calls/chat /emails from customers/external parties and respond to any inquiries and or problems. Identify their reason for calling and provide customers with product and service information while maintaining high levels of customer service.
• Provide feedback to the Customer Support Manager regarding and improvements relating to policies, procedures and provide feedback from customers.
• Resolve customer complaints by identify issues and escalating where necessary. Ensure all solution items are complete and follow up calls are made to customers.
• Ensure all calls are logged on the CRM system detailing nature and outcome of the call so that weekly reports can be generated and analyzed
• Monitor Palm jumeirah Resident Area in addition to the palm tunnel thru CCTV SYSTEM.
• Answer & respond to the clients’ queries politely and well mannered exercising full patience, to take and record their complaints, inquiries and then provide information & solution efficiently and professionally.