Process Enhancement Analyst
EMC
Total years of experience :15 years, 8 Months
Job Responsibilities:
o Being part of a team which is responsible for enhancing the as-is process within the department by developing tools that would serve the department with better requests handling, history tracking & team performance reporting.
o Gathering requirements for Salesforce.com service cloud implementations
o Developing Salesforce.com solutions that couldn’t be done using the declarative functions
o Developing and maintaining scheduled tasks for migrations between company’s E-Business applications & Salesforce.com(using SFDC DL CLI)
o Delivering technical training to the IBG team members
o Developing and maintaining any tools with special requirement within the team
o Helping & Coaching the IBG team members with their initiative projects if they require any technical help.
o Coaching IBG team members if they require any technical skills to accomplish a project they’re working on
o Communicating as a delegate to the Principal in matters that involve tools development & deployment
o Making proposal presentations to present a new Idea of a tool development
Key Achievements:
o Developing a database application that included the following modules, Tasks Tally Sheet, Knowledge Base, Work Influx
o Led a full-cycle Salesforce.com Service Cloud (SaaS) project implementation to build a ticketing system for our team in Cairo, Massachusetts and India using SFDC Service cloud
o More than 20 Automation scripts for web applications
o Opened communication channel with several contacts into the contracts department to send large projects directly to the Process Enhancement team
o Created Outlook customization add-ins to automate pulling information for the requests into Oracle Database
o Created an outlook tool to export the emails to be able to empty the team’s mailbox archive.
o In 2 months period I acquired the knowledge for SFDC and delivered a full SFDC implementation
Recognition awards:
• EMC2 Platinum Recognition award
For leading the development of a Salesforce.com implementation for 6 different teams.
• EMC2 Golden Recognition award
For developing the web application that handled the transactions tally sheet & the knowledge base of the Install Base Group.
• EMC2 Silver Recognition award
For supporting in a successful EOQ by handling large urgent requests & escalations
• EMC2 Bronze Recognition award
For creating a self service portal for our customer that enabled them to easily create/edit and track the cases they've created.
Job Responsibilities:
o Working as a member of a team who’s responsible of maintaining the customer’s inventory in EMC’s Database through handling various channels of requests, daily activities included:
- Analyzing requests and figuring the needed transactions
- Retrieving the needed data to complete the required transactions from various applications
- Performing the required transactions.
- Replying to the requester with the transactions details
- Logging the activities in a tracking sheet
Job Responsibilities:
o As the only member in the CRM section my main role was to build an in house complete CRM web application with the following features:
- Enter, Handle & track complaints.
- Customer satisfaction survey for measuring customer satisfaction.
- Calculate teams performance according to specified KPIs
o As an addition to the above the following was my role as the CRM Supervisor:
- Having 1on1 meetings with key account customers to identify their major issues and contributing with the client care teams to solve these issues.
- Monitoring Corrective Action Plans provided by correlated departments assuring on time feedback provided based on agreed service levels.
- Responsible for the Customer Satisfaction Survey complete lifecycle
- Alert cases of severe dissatisfied customers/
- Presenting “Customers’ Hot Issues” monthly
- Presenting “Week Areas” monthly.
- Handling the scoring of KPI of the Employees and Departments based on SLA & customer satisfaction
Additional Projects:
Additional to the complaint management system, the following applications were developed:
o IKEA Customer Order Management System(COM)
o Non-conformities management System
o Material Requirements Planning(MRP)
Job Responsibilities:
o Handling clients and answering their technical and financial queries.
o Making changes to the client's accounts by adding and removing services and
features and placing repair orders and new equipment.
o Guiding the customers through steps of troubleshooting in order to fix technical issues with their mobile phones or with the network
o Up selling and promoting the customers to use the latest offers by Vodafone UK.
Additional Tasks:
o Acting as a delegate for the Team leader
o Acting as the Single Point of Communication between the team members and the 2nd line Technical support in the UK
o Making callbacks for the dissatisfied customers who've entered our Satisfaction Surveys
Graduation Grade: Good. Graduation Project: CRM for an Information Technology Company. Graduation Project Grade: Excellent.