Head
ENOC - Emirates National Oil Company
مجموع سنوات الخبرة :22 years, 6 أشهر
growth, working in Etisalat since 1996)
• Led a team of 100 agents catering to a subscribers base of 3.2 million.
• Ensured prompt resolution of customer complaints using advance trouble ticket system and conducted
monthly surveys to assess customer satisfaction.
• Conducted telemarketing and rendered virtual call centre solutions for 3rd party organizations.
• Involved in development & implementation of NGCC project.
• Liaised with stakeholders in reengineering of KPIs aimed at rendering qualitative customer service.
• Assessed day to day performance of staff members and rendered feedback based on quality assurance re-
port.
• Updated the CEO on monthly customer care activities & performance through the dashboard report.
• Developed & monitored customer care policies, billing process & procedures.
• Managed vendors contracts related to customer care interfaces and channels.
• Liaised with the technical department in monitoring quality of GSM network.
• Spearheaded development of Latest Conversion Billing system, Directory system and yellow pages for Eti-
salat Afghanistan.
• Functioned as
๏ Project manager of Etisalat Afghanistan Holy Qur’an Competition.
๏ Chairman of the Head of Department weekly meeting.
๏ Committee Chairman of the Etisalat Afghanistan gala Dinner for businessmen.
๏ Chairman of revenue loss committee made by the vendor ZTE.
๏ Member of Etisalat Afghanistan 10 years business plan evaluation committee.
๏ Board member with BCG consultant group for Etisalat Afghanistan business plan.
๏ Etisalat UAE Sales and Marketing competency committee member.
๏ One of Etisalat UAE future leader staff.
๏ Etisalat Afghanistan H.R Director.
๏ Chairman committee of new products.
๏ Prepared Referral Product for Sales & Marketing Dept.
growth, working in Etisalat since 1996)
• Developed infrastructure, department budget & job descriptions of the Sales Department.
• Conducted recruitment and training of sales personnel.
• Prepared sales & marketing business policies including accounts, sales process & human resource manu-
als.
• Implemented SWOT analysis, Porters Five forces analysis for development of sales and marketing business
plans.
• Liaised with international consultants in development of Etisalat Afghanistan Sales and marketing Pre-paid &
Post paid packages.
• Spearheaded activities of the Indirect, Direct and Corporate Sales Sections.
• Set up sales channels and designed branding materials for flagships and distributors.