CRM Projects, System & Tools Admin and Facilities Management Manager
Orange
Total years of experience :28 years, 9 Months
Achievements:
• Performing all CS tools administrative activities - which is directly supporting the CS and retail daily tasks (On going)
• Updating CS knowledge base (Intranet) which directly impacting the response to customers’ inquiries - facilitating the daily operation for all the CS and retail activities which is positively affecting the customer satisfaction (On going)
• Managing and handling Orange re-branding Project from the CS side - maintaining the company content but with a new impressive look and feel (Mar 2016)
• Managing and handling New Domain Migration Project - maintaining the CS normal activities without being negatively affected (Nov 2015)
• Managing, handling and contributing in Mobinil Global moves and positions’ reallocation plans - this expansion positively affected the CS performance with the minimum cost (Pyramids Heights new premises, Jan 2013)
• Managing, administrating and supporting VRM (Voice Recording and Monitoring) Project - to maintain the CS performance via phone calls with the subscribers (May 2010)
Job Purpose:
Manage CS projects that support different CRM functions within the customer service department, assuring the coherence with company standards through effective understanding of the business processed.
Manage the execution of customer service projects according to the global CS projects plan; contribute in the review of global CS projects plan according to changing business dynamics and prioritization
Roles & Responsibilities:
• Initiate CS applications enhancement requests and communicate it to the implementation teams.
• Proactively suggest enhancements to active business solutions.
• Gather, verify, and consolidate CRM projects’ requirements from different stakeholders.
• Monitor and actively participate in the execution of projects communicating status of projects to the owner and stakeholders
• Master and be source of expertise for at least one of the CRM areas influencing the flow of CS operation
• Prepare and administer requirements/design change requests
• Ensure that projects are moving as per the global CS projects plan and recommend any changes providing the needed analysis.
• Track alignment of the project objectives with the company/department/sub-department KPIs and suggest modifications to regulate any deviations
• Handling Customer Service projects.
• IT & Marketing Interface for Customer Service projects.
• Analyze and escalate CRM projects issues in a timely manner within the roles defined in Mobinil Project Management Methodologies.
• Perform test scenarios & UAT.
• Coordinate user training programs.
• Document project activities.
• Customer Service System applications administrator.
• Administer operational systems (user’s administration, privilege administration, etc.).
• Managing & Updating the Customer Service intranet pages.
• Interfacing the Customer Service departments with the administration, IT & PABX departments concerning the moves & new positions.
• Handling the moves with the technical & administration teams.
• Planning the new positions locations & moves.
• Managing the moves & the new positions with the departments’ managers.
• Managing & handling the Customer Service departmental moves.
• Handling the Customer Service hardware stock.
Handling Customer services department projects.
Analyzing the Customers results through the service analysis department.
Business Administration