Specialist/Frontline Functional Training
Emirates Telecommunications Corporation (Etisalat)
Total years of experience :32 years, 0 Months
Tasks & responsibilities:
Involved in HR/Employee Services Section, handling the following tasks:
Assist Customer Care Centre staff in guiding them to the proper procedure when an inquiry/service is required and in solving any problem in different personal issues.
Assist Employee Services/HR staff in HR rules and regulations.
Coordinate with HO in some employee’s related issues.
Arrange an orientation/training program for visitors to Customer Care Centre especially from Universities and colleges (HCT) or External visitors.
Involved in HR/Recruitment Issues/Formalities, handling the following tasks:
Provide all new joiners to Customer Care Centre with presentation regarding Corporation/Centre rules and regulations (This program is called "Induction/Orientation Program").
Involved in HR/Employee Services Section, handling the following tasks:
Assist Customer Care Centre staff in guiding them to the proper procedure when an inquiry/service is required and in solving any problem in different personal issues.
Assist Employee Services/HR staff in HR rules and regulations.
Coordinate with HO in some employee’s related issues.
Arrange an orientation/training program for visitors to Customer Care Centre especially from Universities and colleges (HCT) or External visitors.
CAREER DEVELOPMENT:
Assist Senior Officers in the identification of Customer Care Centre staff with potential for further development and promote their advancement by recommendations for provision of training/further experience/rotation of duties.
Handling work placement (internship) for university/college students.
UAE NATIONALS TRAINEES:
Customer Care Centre representative at HO in supervising and monitoring the training program of UAE trainees.
To ensure that the programs run satisfactorily and initiate necessary action when change, improvement or correction is necessary.
Counsel the trainees as and when required and make on-site visits to supervise the trainees from time to time.
INDUCTION PROGRAM:
Compile with the assistance of the relevant Customer care Centre senior staff, induction programs for new staff and monitor their effectiveness.
LIAISON WITH ETISALAT ACADEMY:
The first contacted Person at the centre for the provision and distribution of information to/and from Etisalat Academy, Marketing/HO and External Training Centers.
TRAINING:
In consultation with the appropriate Senior Staff (Management) to identify all training requirements of Customer Care Centre in the fields of Management, Supervision, IT/Engineering, Operations (Products & Services), Human Resources & Administration, English Language, Soft Skills and PC Skills.
Investigate the means of obtaining the needed training, bearing in mind the number of staff involved, the number of staff that can be released at any one time and suitable release time.
Compile records of previous and on-going training in order to assist senior staff in the selection of staff requiring training (This is particularly relevant to local training courses).
Coordinate with Manpower and Work Force Management (WFM) to set a training plan on quarterly basis as per the need of staff in each department/section.
Coordinating with our overseas partners for relevant training in regard with products and services.
Coordinate with HO marketing to provide a proper training whenever a new product or a service to be launched to make sure that CSRs are aware of the new services.
Preparing and implement programs for Partner companies/client delegates (Visitors).
Assure that training records are updated for all external and internal events.
Coordinate and complete Trainer’s Performance evaluation on monthly basis in coordination with Quality Assurance Team.
Involved in the deployment & execution of the CCC Training Plan, through planning and facilitating the delivery of new Training programs/Workshops for CCC Staff
1. Training Instructor on PC’s for the following courses:
- Microsoft applications: DOS, Windows, WIN95, WORD, EXCEL and ACCESS.
- Programming in BASIC and DBASE …, etc.
- System Analysis & Design (SAD).
2. Software installation & Setup.
3. PC’s troubleshooting hardware & related software maintenance.
4. Software developing & implementation.
5. Customer support.
Tasks & responsibilities:
1. Customers Service: Systems Analysis & Design
2. Training Instructor(Trainer) for the following courses:
- Microsoft applications: Windows, WORD, EXCEL and Access.
- Programming in BASIC, COBOL, FTN-4, FTN-77, DBASE …, etc.
3. Supervise and guide technicians in regard with PC’s setup, troubleshooting hardware maintenance & related software.
4. Coordinate with sales & marketing staff.
5. Supervise trainers and word processing staff.
Tasks & responsibilities:
1. System Analysis & Design (Accounting, Inventory & Personnel Systems).
2. Software installation & Setup (PC’s Packages).
3. PC’s troubleshooting hardware maintenance & related software.
4. Customers support.
Tasks & responsibilities:
Joined technical computing team, which is responsible for scientific projects in the company regarding OIL & GAS production. The major tasks was coding, modifying, testing and implementing programs using FTN/F77 language on mainframe Computers (PRIME Computers / 750 / 850 & 9955).
C- Technical Support:
Tasks & responsibilities:
Users (Engineering Dept.): Make modifications & enhancements to the existing systems, and design new systems when requested.
Introduction of new users to the computer system, and train them on program handling.
Issue technical reports regarding the running systems and provide the administration with any technical faults and solutions.
Users (Especially Engineers): Train engineers on using the computer facilities and helping them in their programs (System Support).
As a Front line staff.
Tasks & responsibilities:
Customer communication & inquiries.
Mail transfers.
Telex transfers.
Traveler & foreign draft cheques.
Currency change.
MSc - Maths
BSc - Maths
