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Marwan Al Zadjali, Senior Manager Call Centres

Marwan Al Zadjali

Senior Manager Call Centres·Oman Air

Oman

Master's degree, Business Studies

Work experience

Total years of experience: 27 years, 10 months

Senior Manager Call Centres

April 2016 - Present

Oman Air

Muscat, Oman

April 2016 - Present

To manage the Call Centres operations of the organization with respect to ticketing, fares, pre-flights, frequent flyer programs, e-ticketing help desk and other web related inquiries services in order to provide all possible contact opportunities to the customers.
Company industry:
Airlines
Job role:
Sales

Manager Call Centre

February 2014 - Present

Oman Air

Muscat, Oman

February 2014 - Present

To manage the Call Centre operations of the organization with respect to ticketing, fares, pre-flights, frequent flyer programs, e-ticketing help desk and other web related enquiries services in order to provide all possible contact opportunities to the customers.
Company industry:
Ground Fleet, Aviation, & Marine Refuelling
Job role:
Customer Service and Call Center

Manager - Corporate Operations

July 2012 - January 2014

Omantel Communications Co

Muscat, Oman

July 2012 - January 2014

Handling the following sections:

Corporate call Center First line
Corporate and VIP customer
Telemarketing
Social media
Back office - Second line call center
Mobile/Fixed line/Internet complains
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Manager - Operations Support

October 2009 - June 2012

Omantel Communications Co

Muscat, Oman

October 2009 - June 2012

Managing the following departments:
Mobile Number Portability
Customer service activation section
Back office - call center (Residential and Corporate)
Mobile/Fixed line/Internet complains.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Acting Section Head Operations & Support

February 2008 - October 2009

OmanMobile Communications Co

Muscat, Oman

February 2008 - October 2009

MNP
Activation
Customer complain Management
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Team Leader - Activation, Customer Service

August 2006 - January 2008

OmanMobile Communications Co

Muscat, Oman

August 2006 - January 2008

Achieved activating 29, 000 MNP subscribers.
Achived activating 20, 000 Corporate subscribers
Achieved activiting 15, 000 CPN subscribers
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Key accounts Exictive, Customer Service

May 2005 - September 2006

OmanMobile Communicactions Co

Muscat, Oman

May 2005 - September 2006

• Achieved proviosning 10k corporate lines.
• Achieved succefuly handling Key Customers.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

In-Charge- Privilege Banking Unit

March 2004 - May 2005

Oman International Bank S.O.A.G

Muscat, Oman

March 2004 - May 2005

* Successfly trained all concern staff the concept of Privilage Banking and how to deal with VIP/Key account holders.
Company industry:
Banking
Job role:
Support Services

Customer Relationship Manager - Private Banking

November 2002 - March 2004

Oman International Bank

Muscat, Oman

November 2002 - March 2004

• Succefully acieved financing OMR. 1 Mio to VIP customers.
• Acieved sucessfuly handling VIP/Key accounts.
Company industry:
Banking
Job role:
Customer Service and Call Center

Marketing Specialist, Marketing, Retail Banking

May 2000 - October 2002

Oman International Bank S.O.A.G

Muscat, Oman

May 2000 - October 2002

Advertising
Promotions
Market research
Company industry:
Banking
Job role:
Other

Traffic Co-ordinator

February 1992 - September 1993

Seeb International Airport, Oman Aviation Services Co. (S.A.O.G)

Muscat, Oman

February 1992 - September 1993

CSR at Muscat airport
Company industry:
Airlines
Job role:
Administration

Education

University of Bradford

October 1999

October 1999

Master's degree, Business Studies

United Kingdom

1998-1999 Postgraduate Certificate (PgC) in Business Studies (Marketing Practice), University of Bradford, U.K.

Coventry University

June 1998

June 1998

Bachelor's degree, Engineering

United Kingdom

1995-1998 Undergraduate (BSc), Engineering, Coventry University, U.K.

Bradford & Ilkley College

July 1995

July 1995

Diploma, Electrical and Electronics Engineering

United Kingdom

1993-1995 Natioanl Diploma (BTEC) in Electrical and Electronics Engineering, Bradford & Ilkley College, U.K.

Zaid Secondary School

June 1990

June 1990

High school or equivalent, General

Oman

1987-1990 General Secondary Ceritificate (Science Division), Jabir Bin . Zaid Secondary School, Oman.

Skills

Marketing Process
Expert
Marketing Process
Expert
Process Review
Expert
Process Review
Expert
Operational Control
Expert
Operational Control
Expert
Research Design
Expert
Research Design
Expert
Telemarketing
Expert
Telemarketing
Expert
ASCP
Expert
ASCP
Expert
AVIATION
Intermediate
AVIATION
Intermediate
BANKING
Expert
BANKING
Expert
CPN
Intermediate
CPN
Intermediate
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
KEY ACCOUNTS
Expert
KEY ACCOUNTS
Expert
MARKETING
Intermediate
MARKETING
Intermediate
OPERATIONS
Expert
OPERATIONS
Expert
RETAIL
Intermediate
RETAIL
Intermediate
RETAIL BANKING
Intermediate
RETAIL BANKING
Intermediate
Marketing Process
Expert
Marketing Process
Expert
Process Review
Expert
Process Review
Expert
Operational Control
Expert
Operational Control
Expert
Research Design
Expert
Research Design
Expert
Telemarketing
Expert
Telemarketing
Expert

Languages

Arabic

Expert

English

Expert

Training and Certifications

Certifications
Cerificate
IIR - Middle East
Jan 2013 - Jan 2013