Digital Marketing Manager
Royal Media
Total years of experience :24 years, 3 Months
• Manage a team of 4 employees to run the team’s responsibilities.
• Managing customers’ complains, service issues, quality of service, and serving customers through different ways of communication, walk in customer, e-mails, calls, Troubleshoot tickets.
• Set Quality Assurance and Quality Control measures to reach the service quality KPI’s.
• Liase on with whole retail operations; business units to accomplish the customer service objectives and achieve the quality of service standards, through a professional escalation and delegation processes.
• Create a full business intelligence dashboard to reflect the churn data analysis for management reporting for managing churn and work readings.
• Initiating surveys through calls, e-mails to monitor customer complains, customer satisfaction index, and churn analysis report.
• Managing the whole process of quality assurance and quality control tasks for call centers’ agents.
• Create the service handbook and manage the training and shadowing phases within the team.
• Established the Churn analysis survey, and built the whole analysis report, train employees on survey calling skills and data entry.
• Call customers after expiration for renewing and getting feedback in all cases for data analysis, resolving and addressing issues to the related sections.
• Study quality assurance requirements in different units to suggest relevant training sessions and process update.
• Create monthly reports for staff quality levels and recommendations.
• Completes regular assessment and checks of the organization's services and projects in relation to quality standards - recommendations of any corrective actions necessary to manager.
• Audit and evaluate Helpdesk calls and assure that agents are following company procedures and quality standards.
• Create the relevant scorecards for auditing the following agents’ sections, Help Desk, Telesales.
Monitor training sessions for all users as part of a long process leads finally to shadowing phases for quality assurance, quality control.
Work in a team environment including developers, business owners and end users.
Study and document the business requirements, Produce relevant documents such as Work of Scope, Use cases, and procedures.
Propose alternative solutions to business problems and select preferred solution.
Determining relevant quality associated training requirements and delivering training.
Collating and analyzing performance charts and data against defined parameters.
Train users on the new system features and create system functional manuals for end users, and technical manuals for system enhancement procedure.
Support and troubleshoot users’ problems and issues through Helpdesk service besides the official e-mails correspondences.
Manage the users’ profiles and security organization to control the different hierarchies’ levels within end users sites.
Supervise fully Micro Transport versions procedures- (in-house developed application using Microsoft .Net technology) - Transportation Management System (TMS).
• Working on Maximo 5.1 and 5.2 implementation, following up with the companies' departments in order to collect all their requirements and modifying the procedure and work flow of Maximo software.
• Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced.
• Specially working on the warehouse and maintenance departments procedures.
• Provide advice and training to users in response to identified difficulties
• Manage the users’ security groups and roles.
• Create and manage Maximo workflows.
•Teach students using a systematic plan of lectures, demonstrations, discussion groups, laboratory work, shop sessions, seminars, case studies, field assignments and independent or group projects
•Develop curriculum and prepare teaching materials and outlines for courses
•Prepare, administer and mark tests and papers to evaluate students' progress
•Advise students on program curricula and career decisions
•Provide individualized tutorial/remedial instructions
•Supervise independent or group projects, field placements, laboratory work or hands-on training
•Supervise teaching assistants
•May provide consultation services to government, business and other organizations
•May serve on committees concerned with matters such as budgets, curriculum revision, and course and diploma requirements
I have been graduated based on a final thesis that was discussing a very important subject that has been neglected for hundred of years and I was the first to cover it in details and write something new about it