Compliant Management Specialist
ooredoo
Total years of experience :13 years, 1 Months
Meet personal/team qualitative and quantitative targets.
Raising TT’s (Trouble Tickets) if there is any Technical or Network issues.
Providing feedback in order to support the continuous improvement of
Ooredoo processes, products, services, systems and environment.
Collaborating with team leaders to drive a better performance against daily,
weekly and monthly KPIs.
Monitoring customer issues observed via trouble tickets and escalate when
required to deliver necessary service improvements.
to continuously improve the processes, products, services, systems
and environment.
Collaborating with Team Leaders to drive a better performance against daily,
weekly and monthly KPIs.
Taking immediate decisions when large numbers of customers are affected.
Assisting Team Leaders with communications with NOC and other technical
agencies about major customer-affecting issues.
Assisting with calling back customers that have pending issues and updating
them on progress.
Working to a schedule that provides support to operational teams on a 24 / 7
basis if required.
Providing feedback directly to Customer Champions to improve Quality and
Customer Experience.
Liaising with Supervisors to make them aware of the quality of Customer
Champions’ Trouble Tickets.
Ooredoo Oman, Muscat
2011-2013
Customer Service Champion
Achievements:
Was promoted on 01/01/2012 to receive (BVE calls only) business and VIP
elite customers.
Responsibilities:
Receiving & Manage large amounts of inbound and outbound calls in a timely
manner.
Follow communication “scripts” when handling different topics.
Identify customer’s needs, clarify information, research every issue and
provide solutions and/or alternatives.
Seize opportunities to upsell products when they arise.
Was able to receive a letter of appreciation for my hard work & Dedication
Responsibilities:
Establishes networking environment by designing system configuration;
directing system installation; defining, documenting, and enforcing system
standards.
Maximizes network performance by monitoring performance; troubleshooting
network problems and outages; scheduling upgrades; collaborating with
network architects on network optimization.
Secures network system by establishing and enforcing policies; defining and
monitoring access.