Total Years of Experience: 9 Years, 1 Months
October 2007
To October 2016
Senior Customer Service (Team Leader)
at PACIFIC CONTROLS SYSTEMS LLC
Location :
United Arab Emirates - Dubai
CIVIL DEFENCE 24/7 DIRECT ALARM SYSTEM
• Work with the Business Delivery Manager and Customers to identify the technical approach and the deliverables as per the contract.
• Develop skills and expertise in using software system and tools required for Dubai Civil Defence operations.
• Work with Operations Manager to identify defects and ensure timely resolution for the same.
• Monitor life and safety alarms at Dubai Civil Defense sites in a real time action as per the predefined alarm/event management process.
• Work and ensure clients satisfaction on the overall project to meet the set service level agreement respond queries and solved problems in timely manner.
• Attend to walk-in clients, handle and direct calls/fax and respond to client mails and concerns relative to life & safety remote monitoring.
• Prepare and maintain reports, letters, presentations, meeting minutes and monthly reports in accordance with the standard project templates.
• Execute assigned administrative tasks consistently and accurately to support effective decision-making within the department.
• Conduct trainings for newly hired operators, appraisals and implement strategies to closely monitor and constantly review process and procedures for efficient performance.
• Manage time and workload effectively. Organize and coordinate meetings with technical staff, contractors, consultants, and building and company owners based on project requirement.
• Watch for technical and functional system stability and troubleshoot in case of system malfunction.
• Attend Bi-monthly/Monthly Project Meetings relative to Team's Performance and action plan to increase revenue and return on investment (ROI).
• Perform other ad-hoc duties as assigned from time to time.
• Work with the Business Delivery Manager and Customers to identify the technical approach and the deliverables as per the contract.
• Develop skills and expertise in using software system and tools required for Dubai Civil Defence operations.
• Work with Operations Manager to identify defects and ensure timely resolution for the same.
• Monitor life and safety alarms at Dubai Civil Defense sites in a real time action as per the predefined alarm/event management process.
• Work and ensure clients satisfaction on the overall project to meet the set service level agreement respond queries and solved problems in timely manner.
• Attend to walk-in clients, handle and direct calls/fax and respond to client mails and concerns relative to life & safety remote monitoring.
• Prepare and maintain reports, letters, presentations, meeting minutes and monthly reports in accordance with the standard project templates.
• Execute assigned administrative tasks consistently and accurately to support effective decision-making within the department.
• Conduct trainings for newly hired operators, appraisals and implement strategies to closely monitor and constantly review process and procedures for efficient performance.
• Manage time and workload effectively. Organize and coordinate meetings with technical staff, contractors, consultants, and building and company owners based on project requirement.
• Watch for technical and functional system stability and troubleshoot in case of system malfunction.
• Attend Bi-monthly/Monthly Project Meetings relative to Team's Performance and action plan to increase revenue and return on investment (ROI).
• Perform other ad-hoc duties as assigned from time to time.
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