Nora Hadjazi

Job Responsibilities:

Customer Care
• Building a good customer relationship and maintaining and expanding relationships with existing clients.
• Communicating courteously with customers by telephone, email, letter and face to face
• Investigating and solving customers' problems, which may be complex or long-standing problems
• Analyzing statistics or other data to determine the level of customer support the organization is providing
• Improving customer service procedures, policies and standards for my organization
• learning about my organization’s products or services and keeping up to date with changes
• Providing trainings to Customer on using the organization’s product

Account Management
• Preparing Proposals/quotations and sharing them with candidates
• Following up the Accounts payments if any delays or issues encountered
• Conducting demos to customers and convincing them by the Organization’s product
• Being proactive in solving issues that customers are facing by contacting them and check that all is working fine
• Following up with developers and release manager about the bugs to be resolved or the new features
• Providing Monthly Presentation showing the status of customer care and accounts status

Delivery Management
• Planning for the delivery process based on inputs from the customer and our internal team and keep following up and apply changes in the plan based on the status
• Maintain effective performance by keeping the balance between the stakeholders and the team, especially in challenging situations
• Work with a PM to prioritize the work that needs to be done against the capacity and capability of the team
• Ensuring that all projects are delivered on-time, within scope and within budget
• Create and maintain comprehensive project documentation
• Spot warning signs of things going wrong and provide a decisive response to significant delivery challenges
• Handle the delivery process till receiving the completion certificate

Business Product Ownership
• Being in a position of product owner for some products
• Introducing new applications/ features to our existing customers
• Working on commercialization plans partially
• Construct workflow charts and diagrams; studying system capabilities; writing specifications
• Define project requirements by identifying project milestones, phases and elements and keep updating the team with the changes
• Monitor project progress by tracking activity
• Perform daily, weekly and monthly reviews and analyses of current processes
• Create informative, actionable and repeatable reporting that highlights relevant business trends and opportunities for improvement

Previous Position: Senior Quality and Customer support specialist Nov 2009 - Dec 2015

Job Responsibilities:
• Managing some Projects releases from quality assurance perspective (starts by creating the testing plan till deploying the release to production)
• Making sure that the quality of the products is as expected (from requirements perspective) and it will satisfy the customers (from end user perspective)
• Functional/Confirmation/ Load/Performance Testing
• Reviewing Requirements/Design and give feedback.
• Using HP tools (QTP, Sprinter, loadrunner and QC) for automate testing, creating script to automate some test cases then run them and analyze the results
• Installing, Upgrading and maintaining HP tools
• Creating/maintaining Test Cases
• Fixing some bugs if needed. This by debugging the code then write some code to fix it
• Creating defects, enhancements or tasks cases and updating them if needed
• Preparing testing Reports after finishing any kind of testing
• Creating System Test Plan documents
• Creating/updating User Guides/release notes or each releases
• Doing WebServices Diagnostics
• Leading Customer Care Activities

Quality Assurance Responsibilities:

 Manage some Projects releases from quality assurance perspective (starts by creating the testing plan till deploying the release to production)
 Make sure that the quality of the products is as expected (from requirements perspective) and it will satisfy the customers (from end user perspective)
 Functional Testing, For each project release I need to go through functional test cases, apply them and prepare results report
 Confirmation Testing (Close the issues that are resolved after checking them)
 Decide on which Bugs/Enhancement should be fixed in the next releases
 Load/Performance Testing, this testing to ensure that the response time is reasonable and the performance of the system is as expected
 Review Requirements/Design and give feedback.
 Use HP tools (QTP, Sprinter, loadrunner and QC) for automate testing, creating script to automate some test cases then run them and analyze the results
 Installing, Upgrading and maintaining HP tools
 Create Test Cases, before starting testing I should prepare all test cases for any type of testing. Functional, user interface, performance and regression testing
 Update release notes in each release, after each release I update release notes with the new tasks or fixes or improvements
 Fixing some bugs if needed. This by debugging the code then write some code to fix it
 Create defects, after testing I create bugs, enhancements or tasks cases.
 Update defects status, I should take care of existed defects by taking the right action
 Prepare testing Reports after finishing any kind of testing
 Create System Test Plan documents, for each release I need to prepare testing plan
 Create User Guides in different releases, after each release I create or updates user guide documents including all changes
 WebServices Diagnostics


Customer Support Lead Responsibilities:

 Created customer support process for the company
 Making sure that all employees are following the process
 Taking care of customers’ requests and issues
 Contacting Customers to follow up with their issues
 Making sure that customers are satisfied with the support provided
 Preparing Customer support issues Report
 Revisiting expired or low activity customer accounts
 Having Feedback sessions with Customers and translate it to improvements for our products
 Conduct Trainings for Customers

Working on developing Problem based learning application using Visual Studio with Microsoft .NET Framework, C# language, Asp.net and SQL as database.

Event Specialist that assists in planning and coordinating off-site and campus events hosted by the Gas Processing Center to promote its image.
I was doing administrative work for all events starting from planning to the event till conducting the event itself.