Hana Al-Alami

RPA Change Manager at Orange - Jordan

• Jordan - Amman
• My current job since July 2019

Works closely with the business teams on enabling a leader-led transformation capturing what is changing (from-to) and who are impacted groups
-Creates and implement change management strategy and plan that maximize employee guidance, adaptation and usage as well as minimize change resistance .
- Identifies and builds a network of change agents within the organization.
-deputy RPA product owner

Senior processes and project analyst, Certified ISO 9001 Lead Auditor, EFQM, six sigma yellow belt at Orange

• Jordan - Amman
• March 2015 to July 2019

Account manager, Elite at Orange

• Jordan - Amman
• February 2011 to March 2015

 Manages and visits a portfolio of “Elite” customers
 Provides a very high quality of services to keep long term relations with “Elite” customers and increases their satisfaction
 Collects as much information as possible about the tastes, Hobbies, preferences and relations of “Elite” customers to target their needs
 Promotes company’s image through attitude, knowledge, customer orientation and responsiveness to customer’s needs.
 Be the Main interface between “Elite” Customers and the other dedicated “Elite” teams (Marketing, Customer Care, ASS team & Door to Door collection team) for all elite customers requests
 Register Elite customer requests for all services on the customer premises through remotely applications access and follow up these requests with all concerned team until Put Into Service (PIS)
 Handles, follows-up and assists “Elite” customers in their after sales requirements and needs, whether related to administrative, sales or after sales issues
 Sends ticket to fix “Elite” customers’ problems when needed
 Informs the “Elite” customers about any new offers, bundles and services offered by Orange and play the advisor role rather than the “salesman” role to increase customers’ loyalty
 Educate the elite customers about the elite customer care services.
 Ensures, in coordination with a dedicated Door to Door Collection team, “Elite” customers bills collection
 Participates in setting short and long-term sales strategies for their Elite accounts and reports the progress on monthly basis in accordance with the global sales strategy defined by the “Elite” Director
 Analyses “Elite” customers’ revenues on regular basis
 Proposes & Develops under Marketing Department Leadership & supervision, new offers, Loyalty & Retention programs

Back office senior advisor at orange

• Jordan - Amman
• December 2008 to February 2011

 Handling and Solving Customers Complaints (Technical and Commercial) Received through the different channels (Call Center, Shops, TRC, Fax, Orange website and internal mails)
 Handle all unresolved inquiries and complaints referred by front liners according to department procedures and workflow instructions.
 Provide quick resolution of problems.
 Assure the continuous interaction with other departments such as (Marketing, Technical, IT, and Sales).
 Support Call Center activities.
 Calling back customers to inform them about problem resolution.
 Support customers’ inquiries concerning advanced mobile phone technologies which include GPRS, MMS, 3G and other GSM services.
 Dealing with VIP and Elite customers and handling all their inquiries and complaints.
 Specialized in handling customers 3G+ complaints.
 Collect on regular basis the complaints volume, and report to management any deviations or problems

Call center advisor at orange

• Jordan - Amman
• April 2006 to December 2008

Handling customers calls an complaint and escalating them to concern parties