Commercial Support Unit Team Memeber
Zain - Jordan
Total years of experience :8 years, 1 Months
Responsibilities:Reporting, Analysis & Manage Strategic Projects.
-Establishing periodic reports & KPIs.
-Analyzing divisions Numbers and recommend optimum solution & root cause.
-Provide technical troubleshooting training to call center agents regarding any complaints received from customers end on their ISP.
-Audit and monitor the quality of calls received to call center operation, to ensure following the full procedures during the customer call.
Project Management & Buisness Development.
-Give the support needed & the system enhancement for the business parties (Call Center, Tele sales, Credit and Collection, Sales, Help Desk) by managing their projects to enhance the work flow and KPIs efficiency.
-Fully manage all Customers Care Projects with IT in monthly Roadmap, by working on & follow up other projects proposals until it delivered successfully in quality and timely manner.
Commercial Support Department KPIs Enhancement.
-Guide the study of the current business processes and operation that currently applied on systems and workflows so as to identify weakness points in current processes, analyze causes, and recommend methods for improvement to speed up empowerment plans & Commercial Support Department KPIs.
Enterprise Resource Planning (ERP).
- Improve efficiency & data integrity of the complaint system with Help Desk team; by automating the calculation of Service Level Agreement (SLA) & Operational Level Agreement (OLA), and applying round robin scheduling.
-Lower management and operational costs; by building a multiple online payments solution, to access as many customers as possible to receive the monthly payments for their subscriptions without refering to the shops.
-Solving customers problems through call center team for all types of ISPs (Fiber, Broadband, ADSL, Microwave)
-Operational Supervisor for call center team on different shifts during the week.