Senior Executive
Dubai Electricity and Water Authority
Total years of experience :11 years, 9 Months
Conduct /organize training courses in Desktop Manager, SAP. People Soft, CRM, Cisco, Avaya Oceana and telephone techniques to meet the ongoing development needs off the Customer Service Centre personnel. Update Operational knowledge by substituting for team leaders as required within the Call center operational constraints. Ensure sufficient staffing levels are in place, that rosters are planned and prepared to cover the call center operation bearing in mind the language requirements, peak period’s requirement to cover the emails reply, etc. Dealing directly with customers either by telephone, electronically or face to face. Respond promptly to customer inquiries, handle & resolve customer complaints. Obtain & evaluate all relevant information to handle service inquiries. Provide pricing and delivery information. Perform customer verifications. Set up new customer accounts. Direct requests and unresolved issues to the designated resource Manage customers' accounts. Keep records of customer interactions and transactions. Record details of inquiries, comments and complaints record details of actions taken. Prepare and distribute customer activity reports maintain customer databases. Manage administration communicate and coordinate with internal departments. Follow up on customer interactions. Provide feedback on the efficiency of the customer service process.
Supports the company operations by maintaining office systems. Maintains office services by organizing office operations and procedures, controlling correspondence, designing filing systems, reviewing supply requisition, and assigning and monitoring clerical functions. preparing staff Attendance and Leave vacation with flights schedule for all Guards and other admin staff. Designs and implements office policies by establishing standards and procedures, measuring results against standards, and making necessary adjustments. Completes operational requirements by scheduling and assigning employees and following up on work results. Keeps management informed by reviewing and analyzing special reports, summarizing information, and identifying trends. Maintains office staff job results by coaching, counseling employees.
Developing and implementing improved transportation administration policies and procedures. Processing shipping documents, including bills of lading. Managing budgets, as well as processing purchase orders and payments with multi customers specially with WFP UN and African Inland Church. Monitoring drivers' logbook entries and performing payroll administration. Liaising between managers and drivers, as well as collaborating with other departments to optimize transportation services. Planning routes and preparing schedules, as well as tracking and reporting progress with orders. Handling customer queries and escalating serious complaints to management. Complying to transportation regulations and company policies.
Desktop Support, Troubleshoot all technology related issues. Installing, maintaining and configuring Computer hardware and peripheral equipment like Printers, copy machines, Scanners. Office Application: Word - Excel - Access - PowerPoint - Outlook - Publisher. Cisco Switches, Routers, IP Sub netting and Network Infrastructure configuration, management and troubleshooting. Android, IPAD, Blackberry, smart phones configuration and connection with email server or other mail hosts. OS Windows XP, 7, 8, 9, 10 Windows Server 2003, 2008, 2012, 2016 and Linux (GUI) IT Asset and Resources Management, Maintain inventory of hardware, software and resources. Windows Server 2008 Domain Controller installation, configuration, management and troubleshooting. Active Directory, DNS, DHCP, File Server, Print Server, Exchange Server 2003, 2010 Backup System like Symantec backup exec. Antivirus, anti-spam application like Kaspersky and Norton Antivirus. Virtualization: VMware ESX Server and Vshper5 Server installation, configuration and management. Software developing (Object oriented software - System Analysis). Good knowledge about Software System (Financial, Store and others). Data and Computer Communication & Client - Server Systems (XP Professional - Windows Server 2003 - 2008, 2012, 2016) .