Customer Experience | Digital Transformation | Technical Support | Procurement | Knowledge & Change
Inetum
Total years of experience :12 years, 2 Months
Ministry of Finance
Digital Procurement Platform
The Digital Procurement Platform is a part of the UAE leadership's efforts to support the digital transformation of procurement across federal entities, aligned with the UAE's vision and strategy. The MoF developed a strategic roadmap based on: Digital Transformation. Integration with Federal Financial Systems.
Key Responsibilities
- Strategically establish a robust support team dedicated to Ivalua within the Ministry of Finance, ensuring a seamless and efficient support structure for the platform's users and stakeholders
- Conduct frequent training sessions, tailored to the unique needs of end-users within various federal entities, with the goal of ensuring they possess the knowledge and skills required to effectively utilize the systems and processes in place
- Ensure the complete and thorough resolution of all technical issues and inquiries raised by end-users, leaving no question unanswered and no problem unresolved
- Consistently meet the agreed-upon Service Level Agreements (SLAs), while demonstrating unwavering commitment to proactive follow-up and swift resolution of all tickets to provide exemplary service
- Efficiently manage a vast network of over 800 federal government employees and coordinate interactions with numerous suppliers engaged in government transactions
- Deliver specialized procurement consultation services to both individual users and federal entities, with a focus on aligning with the new procurement policy to enhance compliance and streamline decision-making processes
- Efficiently monitor and manage the technical support team while facilitating seamless coordination with other cross-functional teams
- Conducted stakeholder meetings to facilitate the introduction of new enhancements and client requirements Ministry of Finance
Skills: Procurement · E-procurement · Project Management · Customer Relationship Management (CRM) · Technical Support · Troubleshooting · Change Management · Leadership
Key Responsibilities
- Strategically designing and orchestrating training programs to empower users with the skills and knowledge required to effectively utilize the platform's services
- Elevate the level of customer satisfaction by consistently surpassing their expectations through the organization of frequent in-person meetings and on-site workshops designed to enhance their understanding and utilization of our services
- Establishing and consistently managing customer satisfaction surveys to gather valuable user feedback on their platform experience
- Proactively identifying potential client concerns and delivering effective solutions to address and resolve them
- Assessing users' satisfaction with our products and services, while actively identifying opportunities for enhancement and improvement
- Developed comprehensive manuals and training materials for the DPP project, proficiently offered in both English and Arabic, fostering equitable access to project knowledge.
- Conducted training sessions for DPP stakeholders to facilitate comprehensive understanding and effective implementation.
Skills: E-procurement · Customer Relationship Management (CRM) · Technical Support · Business Process Improvement · Knowledge Management · Change Management · Training & Development · Training
Key Responsibilities
- Vigilantly overseeing the monthly performance of customer service teams, meticulously measuring their adherence to service level agreements, and proactively formulating corrective action plans if these service levels fall short of the exacting COPC standards. This proactive approach ensures consistently high service quality and compliance
- Working on process optimization and SOPs to modify/create a process that makes it more reliable for customers/clients which helped in reducing complaint creation.
- Working closely with the VOC team and holding regular meetings and one-on-one to enhance our customer satisfaction which resulted in a 14% increase.
- Designing and implementing new forecasting models which increased customer support productivity and efficiency.
- Tracking customer support performance and identifying improvement trends in order to achieve KPIs on department and individual levels.Key Responsibilities
Skills: Project Management · Customer Relationship Management (CRM) · Technical Support · Troubleshooting · Change Management · Training & Development · Training · Team Leadership
Achievements/Tasks
- Develop and establish a comprehensive knowledge base and a highly effective help center for noon.
- Develop and deliver training programs and materials to help employees understand and use knowledge management tools and practices effectively.
- Regularly assess and refine knowledge management processes and systems to adapt to changing business needs and technology advancements.
- Help manage the cultural and organizational change required to promote knowledge sharing and integration into the workflow.
- Ensure that knowledge assets are protected, and compliance requirements are met, especially when dealing with sensitive or regulated information.
- Provide ongoing support and training to users of knowledge management systems and resolve issues or questions they may have.
- Develop and execute communication strategies to promote the use of knowledge management tools and highlight their benefits to employees.Achievements/Tasks
Key Responsibilities
The responsibilities involve developing communication strategies to promote knowledge management tools and their benefits, providing ongoing user support and training, ensuring the protection of knowledge assets and compliance with regulations, managing organizational change for knowledge sharing, and regularly assessing and refining knowledge management processes. Additionally, creating training programs and materials for effective tool use and establishing a comprehensive knowledge base and help center for noon and the other sister companies.
Key Responsibilities
Leading and managing a technical support team to consistently exceed performance goals and provide exceptional customer service. Providing technical expertise and support to team members, conducting performance evaluations, and implementing process improvements to enhance team efficiency and customer satisfaction. Fostering a collaborative team culture, and managing escalations. Maintaining open communication with stakeholders and upholding compliance and security standards to deliver exceptional results. Tracking and reporting on team performance metrics, identifying areas for improvement, and implementing strategies.
Key Responsibilities
Contribute to organizational growth by assisting in the analysis of training needs, supporting the design and delivery of effective programs, utilizing various learning technologies, gathering feedback, collaborating with teams, staying updated on industry trends, and actively participating in fostering a positive learning culture, all geared towards providing employees with essential skills and knowledge for their professional development.
Employment type: Internship
Key Responsibilities
Assisting in the creation and delivery of training programs, supporting the development of learning materials, and contributing to the evaluation of learning initiatives to foster professional development and organizational growth.
Skills: Knowledge Management · Customer Service · Training & Development · Training · Written Communication · Management