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Amer Al Khub, Lead Technician

Amer Al Khub

Lead Technician

Ooredoo

Location
Qatar - Doha
Education
Bachelor's degree, Business Networking & Systems Management
Experience
18 years, 7 Months

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Work Experience

Total years of experience :18 years, 7 Months

Lead Technician at Ooredoo
  • Qatar - Doha
  • My current job since March 2013

• Fully understand Daily Operational work on CRM application
• Preventive/ proactive action for errors/failed transactions/quotes.
• Support day-to-day FTTx project issues till further notice.
• CCM ticket resolutions.
• Monitor Concurrent programs.
• Dealing with CRM development team to provide new SQL scripts and root cause solutions
• Enhanced FLS team competencies via Training sessions and On-Job trainings.

Customer Service Representative – Contact Center- Nokhba section at Ooredoo
  • Qatar - Doha
  • January 2010 to March 2013

• Team leader of nokhba section
• Working to serve VIP and high value customers inquiries and follow up and applications processing.
• Reporting of all customer services representatives (CSRs), to monitor daily work flow, and training staff.
• Provide technical support for (FTTX, Blackberry, Internet, mobile, billing) and communicate with other Ooredoo sections in order fulfilling customers’ requirements.
• Aware about Ooredoo products and customers CPE’s

Customer Service Representative – Contact Center- Nokhba section at Ooredoo
  • Qatar - Doha
  • January 2010 to March 2013

• Team leader of nokhba section
• Working to serve VIP and high value customers inquiries and follow up and applications processing.
• Reporting of all customer services representatives (CSRs), to monitor daily work flow, and training staff.
• Provide technical support for (FTTX, Blackberry, Internet, mobile, billing) and communicate with other Ooredoo sections in order fulfilling customers’ requirements.
• Aware about Ooredoo products and customers CPE’s

Customer Service Representative – Contact Center- Business solutions at Ooredoo
  • Qatar - Doha
  • September 2009 to September 2010

• To handle Business inquiries and follow up applications processing.
• Provide technical support for (Blackberry, Internet, mobile)
• Communicate with other Ooredoo sections including account managers in order to fulfilling customers’ requirements.

Customer Service Representative – Contact Center- Internet Section at Ooredoo
  • Qatar - Doha
  • September 2007 to September 2009

• To handle customers internet inquiries and provide internet technical support (ADSL, Mozaic, Mobile broadband) and give solutions for customers in order to solve their internet problems.

Sales Technical at AEA Information Technology
  • Qatar - Doha
  • August 2006 to September 2007
Customer Service Representative – Contact Center- Directory Team at Ooredoo
  • Qatar - Doha
  • September 2006 to September 2006

• To handle numbers inquiries for business, residential and to provide customers concerned numbers upon their request

Securities Broker at The Group
  • Qatar - Doha
  • September 2005 to June 2006

• Customer service (call center),
• Data entry ( input customer shares orders, monitor stock market prices daily workflow)

Education

Bachelor's degree, Business Networking & Systems Management
  • at Philadelphia University - Jordan
  • June 2005

Specialties & Skills

Customer Relationship Management
+Endorse 0
Contact Centre
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Customer Support
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Customer Service
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Leading People
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Customer Service
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Training
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Networking
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Telecommunication
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PL/SQL
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Project Management
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Customer Relationship Management (CRM)
+Endorse 0

Languages

English
Intermediate

Training and Certifications

First Aid Training (Training)
Training Institute:
QNCC
Date Attended:
February 2018
PowerPoint 2013 (English) (Training)
Training Institute:
New Horizons Qatar
Date Attended:
October 2017
Outlook 2013 (Arabic) (Training)
Training Institute:
New Horizons Qatar
Date Attended:
April 2017
Managing Projects (PM1) (Training)
Training Institute:
QNCC
Date Attended:
March 2016
Fire Warden Course (Training)
Training Institute:
Ooredoo learning Center
Date Attended:
December 2015
MS Excel 2013 Advanced (English) (Training)
Training Institute:
Ooredoo learning Center
Date Attended:
May 2015
Unix Fundamentals (SOLARIS 10 ) (Training)
Training Institute:
Ooredoo learning Center
Date Attended:
May 2015
Excel 2013 Intermediate (Training)
Training Institute:
Ooredoo learning Center
Date Attended:
April 2015
Excel 2013 Intermediate (Training)
Training Institute:
Ooredoo learning Center
Date Attended:
April 2015
Excel 2013 Introductory (Training)
Training Institute:
Ooredoo learning Center
Date Attended:
April 2015
Train the Trainers (Training)
Training Institute:
Ooredoo learning Center
Date Attended:
November 2012
3G Wireless Networks Course (Training)
Training Institute:
Ooredoo learning Center
Date Attended:
January 2011
Business Process Management Awareness (Training)
Training Institute:
Ooredoo-Online learning
Date Attended:
October 2010
Business Process Management Awareness (Training)
Training Institute:
Ooredoo-Online learning
Date Attended:
October 2010
Interconnecting Cisco Networking Devices Part 2 (ICND2) (Training)
Training Institute:
Infocenter
Date Attended:
July 2010
Sales Skills (Training)
Training Institute:
Ooredoo learning Center
Date Attended:
June 2010
Interconnecting Cisco Networking Devices Part 1 (ICND1) (Training)
Training Institute:
Infocenter
Date Attended:
May 2010
IP Networking Practical Course (Training)
Training Institute:
Ooredoo-Online learning
Date Attended:
May 2009
Voice over IP Practical Course (Training)
Training Institute:
Ooredoo-Online learning
Date Attended:
May 2009
Me and My customer (Phase 2) (Training)
Training Institute:
Ooredoo learning Center
Date Attended:
October 2008
ADC’s of Telecommunication (Training)
Training Institute:
Ooredoo learning Center
Date Attended:
November 2007
Stress Management (Training)
Training Institute:
Ooredoo learning Center
Date Attended:
January 2007
Aurlog English Course (Training)
Training Institute:
Ooredoo-Online learning
Date Attended:
January 2007
Aurlog English Course (Training)
Training Institute:
Ooredoo-Online learning
Date Attended:
January 2007
Me and My customer (Phase 1) (Training)
Training Institute:
Ooredoo learning Center
Date Attended:
January 2007
Oracle 9i [ SQL, PL/SQL, Developer 9i, Reports] (Training)
Training Institute:
Orient Computer Systems (OCS)
Date Attended:
February 2005
Oracle 9i [ SQL, PL/SQL, Developer 9i, Reports] (Training)
Training Institute:
Orient Computer Systems (OCS)
Date Attended:
February 2005
IT operation Department (Training)
Training Institute:
ABC Bank
Date Attended:
October 2004

Hobbies

  • Basket Ball