Customer Operations Manager
OSN
Total years of experience :11 years, 9 Months
OSN is a multinational Media distribution giant. With a large team size of more than 2000, maintain a rigid corporate culture.
In my capacity as a Customer Operations Manager, I perform:
- Manage technical operations team(s) spread across Qatar, Libya, Oman & Lebanon. I remotely assign tasks and contemplate their work daily.
- On behalf of the company I maintain and manage partners to comply seamlessly within technical operations.
- I analyze, motivate and supervise the team and partner’s teams to achieve complete productivity.
- Acting as a bridge between the HR and operations department, I ensure the team’s KPI achievement, the KPI system accuracy and construct reports daily.
- While leading the team, I maneuver the engineer’s task management and analyze their performance.
- During my work, I often must determine actions on the mishandled tasks and highlight it to management.
- Within the task I also follow all Quality Assurance guideline and close them as specified.
- In the duty, I also resolve the service complaints notified by either QA, Customer Care or any internal/external party.
- Supports workflow design and optimization of logistical systems utilized within the department
- Managing the full operations end to end (inventory management, property/asset management, operational standards, expense control, maintenance related).
- Supports workflow design and optimization of logistical systems utilized within the department.
- Champions the relentless reduction of all supply chain operational exceptions within region.
A long-term OSN Dealer with over 25 years of team experience in selling, installing and maintain Digital Media Satellite equipment.
My allocated tasks here were;
- To track sales for the sales team and provide Daily reports. I created a Sales Tracking Software for the aforementioned.
- Daily implication of a range of office software, including MS Office, Fraxion and Oracle.
- To maintain a direct communication with end-users to maximize efficiency and user-friendliness.
- To regularly optimize the computer programs by making minor modifications where required.
- To manage a regular record of the daily, monthly and yearly company budget(S).
- To oversee the recruitment of the new staff, sometimes may require providing training & induction as well.
- Delegating the daily work to the staff and managing their workload and productivity.
- To respond to customer inquiries if necessary and ensuring customer satisfaction.
An Indian IT firm providing Server Installation, System Maintenance and Network
Support.
During my tenure here, I;
- Ensured timely IT-Support provision across the region.
- Met SLA's on Servicedesk tickets on timely basis.
- Maintained an IT assets inventory.
- Prepared PCs/Laptops/Servers according to the company standard and ensured
PC/Laptops/Servers are working with optimal performance.
- Was responsible that Information Security is deployed according to company
standards.
- Planned all IT-Support tasks and projects, documented all the processes within
the IT-Support scope, also documented technical solutions and lesson learned
in IT-Support.
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