Shift leader
Mobile Telecommunication company
Total years of experience :33 years, 2 Months
Responsible for technical activities for the systems upgrade and integrations between these systems
• Responsible for analyzing and summarizing the information to higher management as required
• Arrange the annual team budget and summit monthly report statement
• leading and managing NOC room for three domains at the same time (Radio - Access & IT)
• Support technical solutions by doing scripts and programs through ORACLE and UNIX which facilitate and enhance the day to day routine jobs
*Following vendors and escalating all missing and bugs issues related to Radio, CORE and CT domains for better performance.
*Set individual team targets & manage them.
*Enhance the relationship between NOC agents & All other end users for better image.
*Manage all customers’ feedback & suggestions aiming for their satisfactions.
*Conduct technical training for the staff.
* Managing and controlling the team shift duties resources according to job need
*Enhance the IT services provided to the team.
*Manage and deal with the IT following projects:
o IP telephony & call center applications
o Core systems (CRM & Service management software)
o Website & email services
o Network & connectivity
o Billing and customer statements
*Liaison with all heads of departments (i.e.: Call Center, Operations, Audit, ITD, marketing, Credit collections … etc.) to work on real solutions to avoid repeated customers’ problems.
*Involved in projects related to the Service Quality & Customer Care (i.e.: Billing & CRM complaint solution)
*Coordinated with other departments to guarantee their satisfaction and that we are having an updated remedies & clear picture about their problems.
*Assist branches & call center staff to improving the service level and customer satisfaction
I’ve established & co-ordinate with services provided to both customers and users through the following departments:
Service Quality, Customer Care (Resolution), Customer Service, Contact Center, IT end users, Social Media Channels and Information Technology Department, Billing and CRM, Networks and Radio department.
I managed all related operational activities and worked on automating some of them in liaison with third parties like: ITD, Compliance & Service Management, Customer service, information technology, and conducted training courses, workshops and presentations for the employees.
Following are my detailed experience
Responsible for providing administrative support to the manager as well as handling other tasks which assigned by management
• Responsible to preserve relationship with clients to understand their requirements (internal customers)
• Responsible for the system health check and insert all the provided information and requests changes which comes from other departments
Education & Professional Trainings: •