Executive Manager Business Operation
Mobily
Total des années d'expérience :24 years, 9 Mois
Spearhead business operations at national level aimed at accomplishment of organizational business objectives.
Streamline operation to maximize efficiency & productivity using industry accepted standards, methodologies, and tools.
Focus on overall process improvements and render support to business units like LE, GOV, SME, KEY and SOHO.
Develop and enhanced a process which increase the productivity of selling GSM & ICT products
Manage & run a big operation of supply chain management within Business unit
Maintain the SLA of the business unite operation overall which is one of the major KPIs to achive company goal
implment the statigic road map for sales
Ensuring the call centre runs smoothly;
Setting and meeting performance targets for speed, efficiency, sales and quality;
Part of COPC committee
Enhanced FCR operationally
Planning and managing change;
Enhancing customer experience through customer satisfaction survey
Managing the daily running of the call centre;
Liaising with call centre supervisors, operatives and third parties;
Preparing reports;
Enhancing systems, process and performance plans
Develop an action plane on a yearly basis.
Monitoring random calls to improve quality and minimize errors;
Planning and developing staff recruitment;
Identifying staff training needs and planning training sessions;
Recording statistics, user rates and the performance levels of the centre;
Organizing staffing, including shift patterns and the number of staff required to meet demand;
Motivating and retaining staff;
Daily interactions with various departments “Sales, Marketing, HR, IT and Finance
Forecasting and analyzing data against budget figures on a weekly/monthly basis;
Developing, implementing and reviewing core responsibilities and tasks;
Analyzing performance statistics, (KPIs) and making decisions on the basis of performance statistics, for example, which members of staff need to improve, how effective the current scripts are etc.
To handle all company complaints efficiently in a way to exceed customer expectation and to be driver for the customer satisfaction and loyalty.
To execute marketing outbound campaigns to allow the company to better target the customers based on their values and segments.
• Ensures efficient day-to-day performance of the Complaints & Back Office Representatives
• Handles effectively difficult customers by providing guidance, alternatives, empowerment and solutions, as an example for Complaints & Back Office Representative to emulate.
• Innovates, improves current processes and looks into problem areas ensuring that follow up is done for all problem incidents reported by Customers.
• Create operating processes with the appropriate measures and monitors to ensure continuous improvements. Demonetsrate strong leadership skills (Decisive, Good Judjment, A Role model for agent, can solve problems and conflicts, Well -networked and respected)
• Motivates and develop staff to provide a high level of customer service (leads through personal example, acts as an empolyee mentor, ensure that agents have the support and tools needed to succed, remains accesable, promots a team environment )
Operate the Element Management Systems for the SANGCOM Network; undertake network analysis for the SANGCOM Network to ensure optimum performance, implement procedures and work instructions for the network analysis for all existing and new systems, to manage the fault escalation and restoration activities in accordance with the approved processes and procedures.
(Operation &Maintenance Center Department)
(NOC Department)
(Integration Department)
Administration Research ·Strategic Human resource : Research name "Performance Management of Marconi Middle East" ·Marketing Advanced: Case Study "dairy product" ·Investment & Finance Advanced: Research "earmark the privet company in the middle east" ·Strategic management : Case study "cement concrete sector in Saudi Arabia" ·Productivity & Quality Management: Research "Total Quality Management" TQM ·Human Resource : Research "intellectual capital"
Training Course
1.Air loop system Overview Course (WA 4100) 15 Dec 1998 2.The WLT installation course (WA4101)6 Feb 1999 3.The Air loop PAT course (WA8006)3 April 1999 4.Recognition Award to the Wireless Projects 1 Oct 1999 5.Air loop Service Provisioning (WA4108) 13 Aug 2000 6.Air loop O&M (WA4105)16 Aug 2000
·BACHELOR DEGREE IN “ ENGINEERING OF ELECTRONICS SYSTEM TECHNOLOGY “ DEPT.OF ELECTRONICS&COMMUNICATIONS ENG., COLLEGE OF ENGINEERING & TECHNOLOGY GPA 2.26 / 4