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نُقدّر رأيكِ

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تم إلغاء حظر المستخدم بنجاح
إنجي علي, Customer Experience Supervisor

إنجي علي

Customer Experience Supervisor ·Boutiqaat

الكويت

بكالوريوس, Electrical Electronics & Communications Engineering

الخبرة العملية

مجموع سنوات الخبرة: 13 سنوات, 6 أشهر

Customer Experience Supervisor

مايو 2023 - حتى الآن

Boutiqaat

حولي، الكويت

مايو 2023 - حتى الآن

• Established and maintained communication with Delivery Service Providers (DSPs) through daily check-ins
and weekly meetings.
• Monitored and analyzed DSP performance, adjusting shipment allocations based on data insights.
• Managed escalated cases such as delayed shipments, missing packages, and customs issues.
• Oversaw international DSP operations, ensuring timely pickups and proactive issue resolution.
• Collaborated with IT and Operations teams to enhance customer delivery experience.
• Conducted performance analyses and developed improvement strategies.
• Gathered and analyzed customer feedback to implement service quality enhancements.
• Managed pending shipments in coordination with DSPs, Operations, and accounting teams.
• Led new courier integrations, including contract negotiations and API setups.
• Supervised Customer Care (CC) team activities, ensuring smooth issue resolution.

مجال الشركة:
الإنترنت والتجارة الإلكترونية
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Team Leader Customer support Center & Data Center Computer Room Supervisor

فبراير 2011 - يونيو 2021

Mada Communication Company

الكويت، الكويت

فبراير 2011 - يونيو 2021

 MADA communication company - Kuwait
 Team Leader customer support Center - from 1/05/2018 till June 2021

• Managed team performance to meet Key Performance Indicators (KPIs).
• Built sustainable customer relationships and ensured customer engagement.
• Maintained comprehensive records of customer interactions.
• Monitored communications to ensure timely responses.
• Developed and updated workflow and procedural documents.
• Trained new team members and provided refresher training.
• Prepared and presented periodic reports for customers and management.
• Ensured appropriate shift coverage and escalated critical issues when necessary.
Project Management:
• Led the establishment of the Zain TCC (Technical Contact Center) department.
• Managed a call center project with 150 agents for the Shlonik Application, a Ministry of Health initiative for
monitoring quarantined individuals during COVID-19.



 Zain Kuwait - Data Center Computer Room Supervisor - from 1/May/2019 - 30/June/2021

• Adhere to Zain HQ1 DC policies and procedures. Ensure adherence to all facility policies and procedures for his team.
• Responsible for implementing proper incident management and escalation procedures.
• Responsible for Change Management and Configuration Management of the IT environment approving Change Requests and change windows.
• Plan and coordinate all computer room Installations, Moves, Additions, and Changes (IMACs).
• Maintain computing facilities including hardware and software installations and ensure they remain upgraded and patched accordingly and with minimum risk to ongoing activity.
• Responsible for managing computer room capacity planning (power, cooling, space, connectivity, weight).
• Manage IT assets and colocation customer relationships.
• Responsible for requesting/modifying the access to the facility for any visitor or for material.
• Responsible for issuing permit to work to IT vendors/customers to allow their access to the facility; when necessary.
• Strive to anticipate and create proactive responses to potential issues, while mitigating and minimizing reactive responses.
• Coordinate and collaborate with Facility Maintenance Supervisor for the scheduling and execution of maintenance activities of MEP equipment, for any change in the facility….
• Responsible for escalating to IT Manager all incidents related to computer rooms that occur within the data center.
• Responsible for reporting any needed change to facility documents or computer rooms assets through a change request.
• Resolve any issue that occurs within his team.
• Responsible for maintaining and tracking his team skills.
• Responsible for maintaining computer rooms clean and tidy.
• Additional Duties rand Responsibilities in the absence of IT Manager:
o Approve PTW, IT work order, Access request for material and personnel.
o Escalate to DC manager any incident related to data center.

مجال الشركة:
الاتصالات والشبكات
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

التعليم

Misr University for Science & Technology

أغسطس 2008

أغسطس 2008

بكالوريوس، Electrical Electronics & Communications Engineering

مصر

المعدل التراكمي (نسبة مئوية): 74.8%

المعدل التراكمي (نسبة مئوية): 74.8%

Bachelor's Degree: Degree: M.U.S.T. (Misr University for Science & Technology), 6 October City, Egypt. Electrical Electronics & Communications - August 2008 - Grade C+ (good) (74.8%) Graduation Project: Smart Home & RFID (Radio Frequency Identification) • Project Target & Role: Controlling home devices automatically in a simpler and more secured way. • Designing a Bathroom that can be used by disabled people with no need for help from others. Project Grade: B (Very good) Operating System: -Windows (98.2000 Professional, Xp home Edition& Professional, Vista & 7) Microsoft Office 2003, 2007. Microsoft Outlook. ((Excellent background for (IT) for all Operating System as mention above -Simulation & Capture NI MultiSim 10 -PCB Layout Design NI UltiBoard 10 -PCB Fabrication Using Various Techniques

Skills

Callcenter
Expert
Callcenter
Expert
Call Center Management
Expert
Call Center Management
Expert
Call Center
Expert
Call Center
Expert
Customer Service
Expert
Customer Service
Expert
Sales
Expert
Sales
Expert
Customer Service - Communication and Networking
Expert
Customer Service - Communication and Networking
Expert
CUSTOMER SUPPORT
Expert
CUSTOMER SUPPORT
Expert
LAN/WAN
Intermediate
LAN/WAN
Intermediate
MICROSOFT WINDOWS
Expert
MICROSOFT WINDOWS
Expert
SALES
Expert
SALES
Expert
WAN TROUBLESHOOTING
Beginner
WAN TROUBLESHOOTING
Beginner
WIRELESS
Beginner
WIRELESS
Beginner
WIRELESS NETWORKS
Beginner
WIRELESS NETWORKS
Beginner
Accounting
Intermediate
Accounting
Intermediate
Microsoft Office
Expert
Microsoft Office
Expert
Management
Expert
Management
Expert
Team Management
Expert
Team Management
Expert
Business Development
Expert
Business Development
Expert
Marketing
Expert
Marketing
Expert
Administration
Expert
Administration
Expert
Training
Expert
Training
Expert
Project Management
Expert
Project Management
Expert
Customer Service
Expert
Customer Service
Expert
Leadership
Expert
Leadership
Expert
Team Leadership
Expert
Team Leadership
Expert
Teamwork
Expert
Teamwork
Expert
Banking
Intermediate
Banking
Intermediate
Microsoft Excel
Expert
Microsoft Excel
Expert
Call Center
Expert
Call Center
Expert
Customer Care
Expert
Customer Care
Expert
Working Under Pressure
Expert
Working Under Pressure
Expert
Wireless Networking
Expert
Wireless Networking
Expert

اللغات

العربية
اللغة الأم
الانجليزية
متمرّس

العضويات

Egyptian Engineers Association

Communication and Electronics Engineer

September 2008

التدريب و الشهادات

الشهادات
Transport for Dangerous Goods by Air - Initial (IATA Certified)
Kuwait Airways Traning Center
Aug 2024
عرض الشهادات
Certificate Microsoft Curriculum Official in office programs ( Outlook – Word – Excel – Power poi
Jul 2012 - Mar 2013

التدريب
Leadership & Management
ACK Kuwait
Jan 2024
Creative and Innovation Problem Solving
Zain Traning Center
Jan 2020
CCNA ( Cisco Certified Network Association)
Al- Athary Al-Ahli Institute Kuwait
Nov 2012
Taking Ownership & Enhancing Productivity
Zain Training Center
Nov 2019