IT Support Manager
Cerner
Total years of experience :15 years, 10 Months
Managing two support teams with 2 Team Leads and 20 Support Analysts:
1- Service Desk. 2- Consumer/Patient Support.
Some of our clients:
1- Ministry of Health and Prevention in UAE. 2- Al Jalila Children's Hospital.
3- Sidra Medical and Research Center in Qatar. 4- Hamad Medical Corporation in Qatar. Responsibilities:
- Project managed the establishment of our first Service Desk in the middle east, along with service transition for our first two clients.
- Helped define KPIs for the new Service Desk and met the agreed targets.
- Business relationship management/Service Level management responsibility for the support teams.
- Big data analysis, service improvement areas identification and plans execution.
- Demand management (Resource modelling) and IT Service Continuity Management. Developed the first backup telephony system in the global space for support teams using existing equipment and technology already purchased from our service provider, leading to 100% up time for Service Desk.
- Started Problem Management and achieved a 5% reduction in total incoming volume in the first year.
- Coached, trained and transitioned new team leaders.
- Helped with ISO 20000 certification for our client's main office.
- Developed a score card matrix for the team, supporting our unit's KPIs.
- Achieved 0% attrition and 99% client satisfaction over the course of two years.
- Helped design a development program for our Service Desk analysts to grow into Tier 2 Solution Analysts.
1.Managing 25 agents split into 3 teams, each with a senior agent.
2.Assign, direct, monitor workload and work flow, manage teams’ adherence to established key performance indicators.
3. Audit CRM service requests on a daily basis.
4. Communicate with other departments for process improvement or knowledge update.
5.Orient new hires and provide on-going training and support.
6.Resolve escalated customer service issues.
7.Identify training and development needs through observation, monitoring, quality reviews and performance metrics.
8.Motivate, retain and develop employees.
9.Work with call center manager to ensure call center KPIs are achieved. Create and implement performance enhancement plans.
10.Real time monitoring for service level, incoming traffic and staff adherence.
11.Generating operational reports on a daily/weekly/monthly basis.
1. Provide an open communication channel for all team members, ensuring an environment of approachability and timely resolution of issues.
2. Ensure standards and procedures are defined and adhered to.
3. Create opportunities for individuals to share knowledge and experience.
4. Maintain up to date team and personal knowledge of Vodafone products and services, department and company activities and use this information appropriately in customer and team interactions.
5. Build individual development and satisfaction through career path meetings.
6. Provide one on one coaching at regular intervals to promote improvements and career development.
7. Create enthusiasm and support for new promotions and marketing success within Vodafone.
8. KPIs included (Team): NPS score, Satisfaction score, AHT, ACW, Hold, Outbound talk time, unplanned leaves, attrition rate, NBA, Knowledge test scores, coaching, quality observations, real-time management.
Special project: Implemented a project “Emergency team” which focused on putting together a team of new comers who didn’t meet the set KPIs and are low performers to develop their skills and get their performance up to the standards; which helped with attrition rate and created a spirit of motivation and hope for calibers with high will - low skill. Project succeeded and is now implemented across all queues within the call center.
Monitoring interactions and advisor skills to ensure consistency across all sites.
2. Coaching advisors, providing constructive feedback and setting a development plan.
3. Analyzing performance and reporting to the management offering effective and actionable solutions and propositions for burning issues.
4. Identifying processes that are affecting customer satisfaction and reporting them to the process improvement team.
5. Measuring newly trained staff performance to ensure quality of training.
6. Coach and implement quality activities for existing employees(Role play, Call listening) to enhance customer experience.
1. Offshoring for Vodafone Australia.
2. Inbound call center, billing and customer care.
3. Maintain a high level of customer experience.
4. Reporting any faults in services and coverage.
5. KPIs included: C-sat, FCR, AHT, ACW, Adherence, Conformance, Unplanned leaves.
2007 Higher Institute of Languages and Translation, English Department, Culture and Science city, 6 October City, Good.
