Senior Business Analyst
Ooredoo
Total years of experience :14 years, 3 Months
• Improved one-day technical ticket resolution efficiency for business ticket by 40% in 12 months
• Leading and facilitating B2B digital transformation initiatives including digital support channel for business customers and proactive auto-ticketing for critical business services
• Key role in problem handling module implementation for Sales & Services. Achieved 92% resolution within SLA for customer complaints in 2016
• Major role in leading strategic initiatives and represented as point of contact for Business Unit including CRM Phase 1 & 2. After successful launch of CRM Phase 1 became point of contact for the whole organization during the stability period.
• Operational readiness lead for all new B2B & B2C products/services launch
• A key player involved in transformation of Operations & Service Business unit into a high performing team
• Implementation of SMART KPIs in line with company objectives
• Responsible for identifying operational improvement areas in the department and drive necessary changes
• Managed service errors escalated from first tier (frontline) agents by identifying, diagnosing and troubleshooting the issues. Moreover, opened tickets to the maintenance section and other concerned business units to clear the fault or service error
• Was the main point of reference in the department providing guidance to troubleshoot advanced and complex technical issues
• Handled service errors of the VIP customers and complicated technical issues where the team needed assistance. Documented the resolution and briefed the team for any similar case in the future
• Worked with the Belkin team, providing them a report with full details and results of investigation related to Linksys router issues used in Fiber optic internet services
• Played a key role in documenting & modifying the troubleshooting processes for all kind of services for the knowledge base intranet portal used in the contact center and technical teams
• Testing new Ooredoo devices and new troubleshooting platform ensuring their readiness for launch
• Offer/upsell the calling customers right products and services according to their needs. Moreover, serving the customers with requested modification, addition and removal of different kinds of services
• Escalating customer issues to the concerned sections
• Excellent communication and linguistic skills (English, Arabic, Urdu/Hindi, Tamil)
• Contribute in capturing the Voice of the Customer (customer’s suggestion, feedback, complaint, issue)
Supported field technicians remotely to activate services during and after installation of relevant equipment as part of final steps of installation process