Customer Experience Expert
National Water Company
Total years of experience :15 years, 7 Months
- Develop and design customer experience solutions, system improvements, journey and communication
- Develop business goals and objectives aligned with company’s vision.
- Design RPA solutions for resolving static cases to assure best results and maximum customer satisfaction
- Plan business development, designs processes and improvement related to customer interaction
- Improve all touch point by moving to digitalization and reduce customers calls, branch visits and complaints by having an exceptional customer experience
Key achievements and outcomes
- Implemented the first successful RPA in NWC to resolve customer cases to assure high satisfaction
- Designed and advanced the billing handling processes “the core of the company”
- Created a new ideas and business models to improve tickets and call handling “right first-time model”
- Successfully integrated meters reading with customers complaints
Tasks and duties included:
•Defines and analyze customer experience/behavior and highlight areas of enhancements
•Review operational units’ procedures, workflow and improve their tickets handling by changing process, culture, behavior to enhance overall operations.
•Improve systems capabilities, designs, to ensure fitting the needs of the users and that reflect on customer satisfaction (e.g system chronic issues, slowness, bugs, etc.)
•Monitor abnormal calls, complaints, visits and create high level analysis
•Analyze reports regarding customers complaints, behavior, other issues
•Root cause analysis
•Plan committees or discussion sessions and invite all stakeholders to fast-track all projects
•Evaluate new technologies and processes required for support team or service agent
•Supervise operations and changes/improvements in system.
Key achievements and outcomes
•Revamping CRM system to ease handling tickets of customer service agents and support team.
•Created initiatives that reduced customer incoming calls and complains to 70% \[reduced by 50K\].
•Changed all support team resolving procedures that hugely smashed operational issues.
•Changed Billing structure for mobile users, reviewed billing procedure, raised required enhancements that positively affected customer experience and satisfaction.
•Changed prepaid and postpaid services requirements, check list avoiding future issues which greatly enhanced customer journey and touch points
Tasks and duties included:
•Install network security devices to assure productivity and business continuity.
•Monitor all network traffic, performance, internet connectivity
•Maintaining organization's data management, access, backup (local/cloud)
•Manage and supervise new installations, updates, security fix on servers, personal computers, printers, scanners, IP phones, Firewalls, UTM.
•Basic penetration test for assure security of LAN, WAN, Emails, activities and minimize vulnerability
•Manage implementation of encryption solutions to assure offline data possible breach/theft/hack
•Develop automation to follow tickets resolution within the given SLA.
•Responsible for maintaining a reliable, secure, and efficient data communications, network and internet connectivity within given privileges.
•Monitor servers, desktop computers, printers, routers, switches, firewalls, phones, software deployment, security updates and patches.
•Monitor networks to ensure security and availability to specific users.
•Determine network and system requirements.
•Maintain integrity of the network, server deployment, and security.
Key achievements and outcomes
•minimize network multiple downtimes and slowness by re-structing company network (rebuilding internal infrastructure)
•Increasing productivity, by controlling internet access for all employees and provide behavioral reports to high management
Tasks and duties included:
•Determines customers' needs and desires by specifying the research needed to obtain market information.
•Assesses market competition by analyzing company's product “SWOT analysis”.
•Provides source data for product line communications by defining product marketing communication objectives.
•Introduces and markets new products by developing time-integrated plans with sales, advertising, and production.
•Determines product pricing by utilizing market research data; reviewing production and sales costs; anticipating volume; costing special and customized orders.
•Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
Key achievements and outcomes
•Important deal with country biggest companies (Sudan electric company, Sudan development bank, United Capital Bank
market research to identify selling possibilities and evaluate customer needs
•Actively seek out new sales opportunities through cold calling, networking and social media
•Set up meetings with potential clients and listen to their wishes and concerns
•Prepare and deliver appropriate presentations on products/ services
•Create frequent reviews and reports with sales and financial data
•Ensure the availability of stock for sales and demonstrations
•Participate on behalf of the company in exhibitions or conferences
•Negotiate/close deals and handle complaints or objections
•Collaborate with team to achieve better results
Key achievements and outcomes
•Revamp ERP operations for Medica (Medical and pharmaceutical company
ERP requirements (Procedure, Reports, Technical requirements).
•ERP Implementation, install required Software, server and user perquisites.
•Ensure network connectivity throughout a company's LAN/WAN infrastructure
•Technical support for security firewall, Wi-Fi solutions, network routers and switches.
•Video conference and security cameras installation and support.
Key achievements and outcomes
•Implementing ERP for one of the biggest factories (Middle east papers factory) 2010
•Installing Sea Ports automation devices on Sudan Sea Ports 2011
Tasks and duties included:
•Technical support for security firewall, Wi-Fi solutions, network routers and switches.
•Install required software/hardware maintain high productivity and reduce paper work procedures. Software like (Archiving system, meeting organizer).
•Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
•Follow up with and close trouble ticket and ensure issue has been resolved.
Key achievements and outcomes
•Creating an archiving system using simple database tool
•Implementing meeting organizer software
Administer servers, desktop computers, printers, routers, switches, firewalls, phones, software deployment, security updates and patches.
•Install and maintain hardware and software for network, personal computers, servers, printers, scanners.
•Manage personal computers inventory for new ones and on line of support.
•Configure internet connectivity for specific users.
•Monitor networks to ensure security and availability to specific users.
•Determine network and system requirements.
•Maintain integrity of the network, server deployment, and security.
•Ensure network connectivity throughout a company's LAN/WAN infrastructure
•Assign configuration of authentication and authorization of active directory.
in Telecommunication Engineering