Business Analyst
Contact Center Company
Total years of experience :20 years, 0 Months
Managing the STC EBU incidents reports from the daily to the root-cause analysis for EBU customers.
Designing and implementing business processes and continual service improvements within the organization to minimize negative business impacts and maximize revenue.
Co-ordinate with cross functional teams (NOCs, FOs, and Delivery) to perform root cause analysis of problems.
Elicit STC EBU requirements using interviews, document analysis, requirements workshops, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.
Developed standard operating procedures and workflows to achieve the service account management digitization initiatives.
Work with other teams to identify improvement opportunities and ensure end-to-end success of the incident management process.
Leveraged strong analytical background to develop innovative and efficient management solutions to complex data sets.
Critically evaluate information gathered from multiple sources (RTTS, SAP, Granite), reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
Work as part of the STC to ensure that the performance of the department achieves the defined performance targets and KPIs.
Automate weekly Incidents Management KPIs reports to the STC EBU management
Extracted and compiled data to analyze the impact of incidents on STC customers.
Monitoring the Service levels of performance against agreed quality standards and KPIs.
Ensuring development of the Incident Management team, proactively identifying areas for improvement
Utilized Micro Strategy & SAP Business Objectives software to track and analyze data.
Successfully interpreted data to identify key metrics and draw conclusions.
Do reporting and analysis to find the EBU customers who have repeated calls to 909 or care channels without solving the issues in a way to satisfy the customer.
Do reporting and analysis to find the EBU customers who have repeated tickets without solving the issues in a way to satisfy the customer.
Take care of a customers who are escalate their issues to high management due to un proper resolution for their issues
Contact or visit the targeted customers to understand the situation and do care for them. And prepare all presentation or reports if requested from customers.
Do complete root cause analysis to solve induvial customer issue permanently.
Coordinate and attend meetings with all parties in STC to solve individual customer issue permanently.
Engaged with customer experience to follow up the root cause analysis solution for number of customers.
Make complete reports or presentations for all tasks assigned.
Coordinate to have a technical incident reports if requested from customers.
Deal with Paid SAM services (one to one or many to one).
Not engaged in resolving opened tickets and Do complete root cause analysis after closing the Ticket to solve induvial customer issue permanently.
Extracting, analyzing and maintaining critical reports on Mobile Section (Technical +Financial + Legal).
Prepares routine reports in Siebel System (Answers + Service Analytics) contains many types of reports such as (financial, technical, SR Routed, New SR, SLA, Open, Closure, etc.).
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Analyzes the business unit’s activities and trends and compares analyses against the service
standards and best practices. Presents findings and works with the Business Unit and other personnel to identify and implement strategies that will address tactical and strategic goals.
Analyzes trends and recommends adjustments address and/or capitalize on trends.
Solve the issues and complaints (Prepaid Issues).
Prepare the report of Mobile to the Enterprise and Information Call Center Dept.
Sudan - One step for programs Co.LTD., JAN 2007 -NOV 2012
Position Business Development
• Designing the outreach plan, conducting meetings both inside and outside of the Company, providing the appropriate solutions, managing and developing sustainable relationships within the business community.
• Develop relationships with local small businesses, matching their business needs with the best Technology solutions available.
• Evangelize, showcase, and educate clients & potential clients about technologies through individual and group presentations, inside and outside of the Company environment.
• Drive consistency of effort in utilizing the tools and training provided to deliver world class customer experience in our professional solutions offerings.
• Motivate and generate excitement around new initiatives and selling techniques within the total Company team.
• Synchronize efforts with the Community Development Specialist to deliver events that are tailored to small businesses and industries in the community.
• Determine and implement future growth approaches in order to continually bring qualified business customers into the store.
Sudan - Petroneeds co., 7/1/2006-6/1/2007
Position IT Manager
• Network Administrator of Wireless Network based on Windows Server2000.
• System Administrator of Information systems (Financial +Human Resource )
• The systems were based on Delphi language +SQL Server2000.
• Network Administrator of Wireless Network based on Red Hat advanced Linux3 Server.
• System Analysis of Human Resource Systems.
• System Administrator of Financial systems developed by Oracle 10g &developer tools .
• Database Administrator of Oracle 10g Database.
Sudan -House of Languages Co., October 2003- January 2006
Position Software Engineering
System Analysis of Human Resource+ Financial Systems.
•I designed and developed Human Resource+ Financial Systems using Oracle 10g Database and Developer tools based on Windows 2000 Server & Red Hat advanced Linux Server.
•System Administrator for Human Resource+ Financial Systems developed by Oracle 9i and Developer tools.
Developing the projects of Information Systems.
•Shared in developing the projects of :-
1- Sheikan Insurance & Reinsurance Company .
2-Elshaheed National Organization.
The systems were developed by Oracle’s database & Oracle developer tools.