Mashari Al Dossari

To Design and implement new solutions to improve Operations at shops and knowledge of Retail Supporter team and achieve Support Center KPI

Handle Retail Requirement on Sales Application and sales hardware.
Enhance shops System Development
Enhance Shop & POS Process and Procedures
Design and implement Retail intranet

Business Service Management (BSM), manage projects for create, revamp & replacement shops.
Work closely with IT Infrastructure ( Systems, Database, Application support, Hardware, Architects ...) and Networks Connectivity ( Coverage, slowness, down shops, Fluctuating signals, ... ), Facilities, plan and implement complex, technical monitoring solutions.

Sales Application’s Development:

• System Development & Implementation.

• Performing UAT and BSIM.

• Developing the system process.

• Remedy Development & Monitoring.

• Create & Manage Portfolios ( Prices Stock Inventory management, And item creation ).

• Handset Mobilization.

• Using DBS (MySQL) for queries.


Sales Application’s Improvement:

• System Improvement.

• Enhancing the system process.

• Remedy Enhancing, Monitoring, Improvement.

• Sales intranet enhancement & Updates.

• Enhance main application to support non zain products, mobile handset, BB and MBB devices, ... .

• Ongoing System Support to our Partner.

Typical activities for (Support, Retail Sales Principal Officer) generally include:

•listening to customer requirements and presenting appropriately to make a sale;
•maintaining and developing relationships with existing customers in person and via telephone calls and emails;
•cold calling to arrange meetings with potential customers to prospect for new business;
•responding to incoming email and phone enquiries;
•acting as a contact between a company and its existing and potential markets;
•negotiating the terms of an agreement and closing sales;
•gathering market and customer information;
•representing their company at trade exhibitions, events and demonstrations;
•negotiating on price, costs, delivery and specifications with buyers and managers;
•challenging any objections with a view to getting the customer to buy;
•advising on forthcoming product developments and discussing special promotions;
•creating detailed proposal documents, often as part of a formal bidding process which is largely dictated by the prospective customer;
•liaising with suppliers to check the progress of existing orders;
•checking the quantities of goods on display and in stock;
•recording sales and order information and sending copies to the sales office, or entering figures into a computer system;
•reviewing your own sales performance, aiming to meet or exceed targets;
•gaining a clear understanding of customers' businesses and requirements;
•making accurate, rapid cost calculations and providing customers with quotations;
•feeding future buying trends back to employers;
•Supporting any technical issues between customers and IT.
•attending team meeting and sharing best practice with colleagues.
• Acting leader sometimes .

IT department - Consumer & Corporate Technical Support (Acting team leader) at Mobily
• Handling incoming technical issues via the service requests phone / e-mail promptly and effectively within SLA (service levels agreements) scope
• Develop and deliver Training and awareness Programs for business users.
• Coordinate and work with teams (both IT Department and User teams)
Team work
• Handling critical functions that go across all operational areas.
• Investigating and analysis the technical issues and assigned with details to AOA (applications operation administration) through Remedy tickets and emails.
• In-depth knowledge of Siebel application (Sales orders, Queries, Service request, Activation orders, MNP orders).
 Line Services.
 GPRS & 3G Services.
 VAS Services.
 IVR & USSD issues.
 CRM Application, Portal, and BSL (Business Service Layer) Support.

• Ensuring the system availability and managing team working 24/7
• Follow up with high priority through to closure.
• Classification with priority for global issue and their impacts for customers and users.
• Escalating technical issues where necessary to senior managers.
• Keeping users for any updates and progress.
• Preparing daily progress reports.
• Ensuring that all technical service requests details are closed with resolutions from our side to end user.
• Provide troubleshooting and support for any new product.

I was employee “Contact Center Representative” at customer care department (Call Center) in Mobily Company.