Mohammed Al Talaa

As a Project Manager, directs and implements training and development initiatives for reports, growth opportunities, and employs a “lead by example” mantra in workflow and project management. Maintains accountability for key system upkeep, performance, and delivery of quality products and services within time and budgetary constraints. Sustains transparency of reporting to leadership and stakeholders, escalating issues when necessary and sought after as subject matter expert in discussions for key business matters related to organizational impact. below are some of my key responsibilities:
• Understands the needs and goals of the organization and develops an appropriate project plan, keep up with the progress of the project team and partners throughout the project, monitors costs and schedules while maintains an appropriate level of quality during transition.
• Maps complete process lists in the customer life cycle, identifies opportunities required to capitalize on towards transition.
• Leads ownership and direction of projects from inception through completion, with successful implementation of controls and auditing protocol to eliminate slippages and delays in overall successes.
• Directs manpower, training, systems, and IT infrastructure requirements including data links, firewalls and security systems to maintain IT compliance and adhere to deadlines of project phases and planning.
• Facilitate efficient communication across all levels of a project to ensure consistency in reaching the project's goal, and to help in the recognition of any potential opportunities, risks or complications. stay current with any advances or changes in equipment, technology and methodology.

Managed and maintained multiple staffing migrations and designed / implemented scheduling and reporting of analytics for recommended targets of staffing and manpower volume, utilized in eWFM IDPs.
• Conducted real-time Forecast Variances, Service level targets, AHT target variances, Occupancy targets, and Staffing requirements to support cross-organizational Lines of Business.
• Discovered and remedied potential holes in staffing and deviations thereof, in amendments, unplanned absences, and staff over / under, which improved efficiency and productivity of the process.
• Independently led analytical directives for continued improvement in schedule efficiency, with key indicators such as service level and occupancy.

Led and supervised section KPIs, which included SLA, Utilization, Occupancy, and Accuracy. Conducted daily and monthly performance reports of a 15-agent team, and systems performance optimization with a focus in policy compliance inside the organization.
• Managed escalated agent calls over the course of a shift, and managed optimal client service to promote positive experiences, client retention, and returned service.
• Led feedback discussions surrounding performance, expectations, and company policy adherence.

Directed client support as a second line of communication, and functioned as director for technical and provisioning complaints both directly and indirectly associated with hardware and service.
• Fielded client issues / complaints as related to Internet (ADSL & GPON), E-vision, Mobile, Blackberry, iPhone, and DEL services.
• Managed complaint lifecycle through engineering, regions points of escalation, and service order management departments, tracked progress, and saw through to solutions for Technical, Provisioning and Billing complaints.

.

Maintenance and IT engineer

hardware network engineer