Ammar Elhag

* Report on the project progress to PM (weekly, monthly and quarterly).

* Keep activities on track.

* Maintain and manage risks register.

* Support the PM.

* The focal point for all volunteers and training related issues.

* Monitor progress of partner(s) responsible for volunteers and training.

* Provide support in to reaching out to volunteers (recruitment) and retention .

* Develop and implement incentives scheme for volunteers .

* Ensure database of all training related activities and sites utilization information is accurate and up to date.

* Monitor utilization of facilities launched.

* Provide support for impact analysis and impact evaluation related activities .

As a functional support professional, my primary responsibility is to collaborate closely with the clients
and assist them in effectively using the business solution. You will be using an ITSM system to report
any incidents and notify supervisors about common or critical incidents that hinder business users from
performing their daily tasks with ease.
Responsibilities:
• Offer responses to queries related to business solutions and furnish necessary information.
• Conduct initial troubleshooting to ascertain the required support level based on the ITSM tool
incident ticket.
• Generate support tickets (Incidents or Requests) in the ITSM tool and assign them to the
appropriate support level when there is any service interruption.
• Initiate support ticket creation on behalf of clients as needed whenever you provide support
to the end user.
• Gather necessary information and outline reproducible steps for higher support tiers (Level 2,
Level 3).
• Develop and maintain an updated user manual for the solution, ensuring users are proficient
in operating the application system.
• Compose and revise training materials, catering to end users and functional support
personnel.
• Provide on-site client visits for supplementary knowledge sharing and training when
necessary.
• Deliver training sessions to enhance users' comprehension of the solution.
• Coach users on the implications of new changes resulting from releases.

Pre- Sales Support

Support the sales team to prepare sales proposals (design, explaining client needs, technical inputs etc.)
Support the sales team to conduct sales presentations
Prepare and provide input for technical sections of RFPs/ RFQs
Provide technical sales support
Prepare and present product demonstrations
Communicate with Engineering on issues identified from field observations and customer feedback.
Systems Analyst

Analyze clients' existing systems and business model
Map and document interfaces between client’s existing software solution and Fleetfoot
Translate client requirements into specific project briefs
Conduct requirement analysis and prepare specific proposals for modified or replacement systems.
Prepare user stories. Recommend suitable upgrades, customizations and modifications in the product.
Prepare project feasibility and costing report
Presenting proposals to clients
Ensure that budgets are adhered to and deadlines met
Draw up, supervise and document the entire testing schedule for the complete system
Project Implementation

Oversee implementation of a new system including data migration
Plan and work flexibly to deadlines
Support users on change control and system updates
Provide training to users of a new system

DOHA BANK

Senior Customer Service Executive & Acting team leader
Department: Alternative Distribution Channels / Call center
Division: Retail Banking
Duties and Responsibilities
 Thorough knowledge of all systems like AVAYA, Prime CTL, and core Banking is required by the staff in this position.
 Receive in-bound calls from customers and prospects through voice, fax, e-mail and web while maintaining established standards for number of calls, pick-up time, duration of call, quality of call etc.
 Provide high quality customer service by answering customer enquiries efficiently and politely with correct and complete information and redirect them where appropriate.
 Provide high quality customer service by handling customer service requests as defined in the Call Center manual efficiently and accurately with relevant necessary documentation.
 Provide first level support for all technical and functional queries related to Alternative Distribution Channels like ATM, D Bank Online and IVR.
 Identify and maximize up-selling and cross-selling opportunities and generate sales and leads as appropriate.
 Migrate customers to Alternative Distribution Channels.
 Educate the customer about the organization’s products and services.
 Handle customer complaints to the satisfaction of the customer within the defined authority limits and escalate more complex complaints where appropriate.
 Continuously learning to keep up-to-date with changes and developments to products, services, and procedures.
 Participate in Outbound calling for new businesses when required.
 Handle light back office work related to leads, follow-up, customer complaints etc.
 Maintain confidentiality of the bank’s customers and data.
 Adheres to the assigned shift schedule and avoid any late attendance which will affect performance.
 The incumbent will be dealing with customer from different languages, accent and cultures.
 Keep abreast with the latest change to any of the banking products / procedures and new promotions.

Qatar Telecom, Ooredoo - 1 years (FROM 2012 - 2013)

Customer Service Representative
Contact Centre, Global Section 111 (Inbound and outbound)

Duties and Responsibilities

• Act as a leader for the customer service team to achieve first rate guest service.
• Attend to customer’s needs like (home internet ADSL troubleshooting + Broadband troubleshooting, mobiles (postpaid & Prepaid), landlines, TV cables and billings
• Responsible for day-to-day supervision of customer service operations and staff, scheduling, hiring, training and evaluating staff and support marketing programs when they relate to guest services.
• Take Resolutions of customer service staff issues including the development of shift schedules.
• Build relationships with the team leaders, supervisors, management and staff regarding service issues.
• Take complete ownership of the customer service program; creating, implementing and maintaining an ongoing vision for an optimal costumer service program by constantly seeking new and innovative ways to exceed client expectations.
• Handle all activities such as opening and closing procedures, providing guest services, complaint handling and resolution and escalation of issues that need attention.
• Answer in-coming calls in a prompt and courteous manner.
• Do data entry for marketing programs and maintain a complaints database as directed by the Marketing Manager.
• Perform other allied duties as assigned by the Supervisor.
• Foster relationships with key investors, suppliers and the Mall’s partners (advertising, social media, etc.).

Qatar Telecom, Ooredoo - 1 years (FROM 2012 - H2013)

Customer Service Representative
Contact Centre, Global Section 111 (Inbound and outbound)

Duties and Responsibilities
• Act as a leader for the customer service team to achieve first rate guest service.
• Attend to customer's needs like (home internet ADSL troubleshooting + Broadband troubleshooting, mobiles (postpaid & Prepaid), landlines, TV cables and billings
• Responsible for day-to-day supervision of customer service operations and staff, scheduling, hiring, training and evaluating staff and support marketing programs when they relate to guest services.
• Take Resolutions of customer service staff issues including the development of shift schedules.
• Build relationships with the team leaders, supervisors, management and staff regarding service issues.
• Take complete ownership of the customer service program; creating, implementing and maintaining an ongoing vision for an optimal costumer service program by constantly seeking new and innovative ways to exceed client expectations.
• Handle all activities such as opening and closing procedures, providing guest services, complaint handling and resolution and escalation of issues that need attention.
• Answer in-coming calls in a prompt and courteous manner.
• Do data entry for marketing programs and maintain a complaints database as directed by the Marketing Manager.
• Perform other allied duties as assigned by the Supervisor.
• Foster relationships with key investors, suppliers and the Mall's partners (advertising, social media, etc.)