Firas Salem

• Develop and implement the overall QA strategy, policies, and procedures to ensure the
delivery of high-quality.

• Monitor the QA schedule and analyze QA metrics and key performance indicators (KPIs) to
identify trends, patterns, and areas for improvement.
• Drive continuous improvement initiatives to enhance QA processes, tools, and methodologies,
ensuring optimal efficiency and effectiveness.
• Ensure that training is delivered to all new agents (on-the-job training) and current employees
as per the training calendar by preparing a plan and managing the quizzes, refresher training,
and updating the knowledge base.
• Take full responsibility for the knowledge base and content management of documented processes and SOP.
• Perform constant benchmarking of the process across the customer service to enhance the
internal system, processes, etc.
• Manage the Loss Prevention department by auditing all refunds/Over-Policy and tickets and acting accordingly.
• Manage outsourcing contracts for call centers by contract negotiations and tracking the KPI
and follow up with the outsourcing company to achieve the target and take action.

Supervising day-to-day operations in the customer service department.
• Responding to customer service issues in a timely manner.
• Creating effective customer service procedures, policies, and standards.
• Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
• Maintaining accurate records and documenting all customer service activities and discussions.
• Assessing service statistics and preparing detailed reports on your findings.
• Hiring and training new customer service agents.
• Managing the approved budget of the customer service department.
• Work together with Quality and Training to enhance our Quality.
• Manage Customer Interactions through Inbound/Outbound voice contact for various services
(Sales/Technical /Financial/complaints/inquiries/Services) and various projects (STC, National
Information Center (TAWAKALNA), National Water Company).

• Supervising day-to-day operations in the customer service department.
• Responding to customer service issues in a timely manner
• Troubleshooting and configuration of STC FTTH/ADSL/IPTV/ NGN line from STC
Side in the following systems (Huawei, Siemens, Fujitsu, Alcatel)
• Lead Broadband team to best performance in technical support.
• Prepare necessary course training (material and presentations) and Train trainers.
• Quality analysis and improvement for customer care center

Responding to customer service issues promptly
• Applied strong leadership talents and problem-solving skills to maintain team
efficiency and organize workflows.
• Full configuration and troubleshooting CISCO and Huawei equipment and support
the customer with our service EX: Frame relay / Leased line/VPN/ on Cisco and
Huawei Router from the customer to the IGX to HQ to the customer.
• Monitoring all services and network aspects
• Configurations, troubleshooting, and monitoring Batelco networks service and all
the global networks and GMPLS circuit.
• Good Knowledge in the Multi-layer Switch, LAN, WAN Support, and monitoring all
Batelco and Umniah services,

1. ADSL and Dialup Support
2. Router Support
3. Modem Support
4. LAN, WAN Support
5. Email and Domain Support
6. Customer Services

• Chip programming with C language at AL Yarmouk University (from 01/09/2004-15/10/2004 and 15/01/2005-20/06/2005 to design the project of graduation).