Customer Care Quality Assurance
MTN for telecmmunication
Total years of experience :17 years, 8 Months
working in customer care quality assurance main goal is to insure that our customer get premium services from MTN staff through diffrent contact lines.
Quality team is responsible from calls observation, soical media pages interactions, calibration sessions, identify training needs, weekly, monthly quarterly statistc reports, dashboard, internal audit for company services & to check to which extend the agents are following the complaince rules, updating revewing policy proceduer process annually and keep this activites records for use and assest in any BRM, other divisons activites upon request
Sept 2007 Up to Date
Back office agent
Mobile Telecommunication Network (MTN) - Sudan
Follow up & solve all received complaints with in 48 (Maximum) (rated with last annual evaluation)
- Prepare daily & monthly service report (SMS, Roaming )
- Daily agent attendance
- Executing the activation & deactivation of service upon request
- Advisor for a new employee
- Distribute mail
- Generate daily & monthly indicator report
- Dealing with different departments to solve complaints (Marketing, Technical, IT, etc)
- Send bulk sms to first contact & solve cases.
- Back office acting supervisor (During supervisor absent)
- Answer & deal professionally with customer inquires & Complaints
- Promoting and selling company’s new products
- Advisor for the new employees
- Generate the daily operations report & send it to marketing & technical Team
- Telemarketing acting supervisor (During supervisor absent)
يقوم القسم بعمل الاسمده البكتيريه المستخلصه من جزور النباتات زائدا العمل على اجراء التجارب الكيميائيه للطلاب الجامعيين وطلاب الدراسات العليا .
درجه ماجستير في اداره الاعمال
1999 _2003 El Neilain University Faculty of science - Bachelor degree in Environmental studies & Renewable resources - 2nd Honor
