PROJECT MANAGER
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مجموع سنوات الخبرة :14 years, 0 أشهر
du is the largest media company in the UAE with 8 million mobile customers, 650, 000 fixed line subscribers, 240, 000 IPTV subscribers, over 80, 000 business customers and annual revenues in excess of AED 14 billion.
key Achievements & Responsibilities:
o Project Management
o Vendor Management
o Service Delivery
o Client Interfacing
o Project Tracking
o Executing and Monitoring Quality Guidelines
o Testing management/defect management
o Process improvements/process enhancements
o Oversight/management of daily business activities related to the application and project
Analyst - Technology Quality Centre January 2014 - December 2014
• Key Achievements & Responsibilities:
o End to end management of change requests from planning to delivery and production
o Project planning with the Delivery Team
o Testing management / defect management
o Execution of projects and CRs within the planned timelines.
o Plan, organise, coordinate and manage acceptance phases with CR owners and stakeholders
o Ensure dispatching balanced number of NCRs and Projects to vendors
Analyst - Problem Management March 2013 - December 2013
• Key Achievements & Responsibilities:
o Analyse indicators breaking the threshold, perform detailed sample analysis (Calls / TTs / Orders), request additional data (if required), generate relevant hypothesis
o Analyse process, use the analysis to make operating decisions and improve process
o Enable proactive monitoring of key queues / scenarios to facilitate the pro-active resolution of issues before they become customer impacting
o Perform root cause analysis on reported issues
o Evaluate different problem definitions based on the outcomes of the analysis and interviews
o Quantify financial impact due to problems to support solution implementation
o Develop detailed action plans including, detailed description, proposed owners, due dates, dependencies and expected outcomes
Analyst - Real Time Management May 2006 - February 2013
• Key Achievements & Responsibilities:
o Design and implement Call Centre statistics report on a daily, weekly and monthly basis and identify trends, optimise resource deployment and improve service levels
o Support and facilitate effective adherence of Acceptable Use of Service Policy within the contact centre among the contact centre agents to avoid abuse handling process
o Support and facilitate staffing requirements using call centre methodologies, generating need-based reports for agent analysis and utilisation rates
o Maintain accurate call centre database across all sites (Dubai, India & Egypt ~1, 000)
o Report database updates, attrition reports, shrinkage reports and utilization roadmaps
o Define and implement vacation planning strategies for the Call Centre
o Developed training modules for various software used in the Call Centre (BSCS, CRM) during the pilot phase and provide training to the new batches.
Training Specialist
• Key Achievements & Responsibilities:
o Organising and co-ordinating routine and ad hoc training programmes for salesforce
o Preparation and updating of training material for various training programmes and providing feedback to senior management regarding the effectiveness of training programmes
o Preparation and analysis of sales related reports, weekly and monthly targets and need-based reports for management
WIPRO BPO SOLUTIONS 2003 - 2005
Quality Specialist 2004-2005
• Key Achievements & Responsibilities:
o Monitoring Network Incidents such as illegal network activities (not approved in FTC guidelines, US) such as misuse of email ids provided by the provider, unauthorized access to other’s systems and coordinate with the Network team for analysis
o Conceptualised and implemented the formation of the Process Quality Team
o Managed Quality Analysis Team
o Demonstrated strategic vision in formulating and bringing Quality Team to stabilisation at a crucial time when process was undergoing accelerated ramp, thereby putting control measures in place for quality adherence as per client standards
o Generated and participated in the analysis of daily, weekly and monthly activity reports to identify trends, optimize resource deployment and improve services
o Identified and provided input for staff training and development programs and follow-up with post-course assessment to gauge programme effectiveness
o Responsible for maintaining the quality standards set by the client to provide members with a World Class Customer Service Experience
Process Trainer 2003-2004
• Key Achievements & Responsibilities:
o Implemented updates to the training modules for an Inbound Voice Process
o Servicing members of the flagship brand of the world’s leading ISP’s
o Orientation towards Operational requirements
o Organised On Job Trainings for new joiners and assisted in their smooth transition from Training to Operations
o Handled training in line with client requirements as per agreed standards
o Worked extensively on NICE systems for quality monitoring and AVAYA
Process trainer 2003 -2004
Wipro BPO Solutions, India
Responsibilities
As a Process Trainer, Implemented updates to the training modules for an Inbound Voice Process, servicing members of the flagship brand of the world's leading ISP's. Responsibilities included orienting them more towards the Operational requirements, apart from executing core responsibilities. Trained & subsequently
Organised On Job Trainings for new batches and assisted in their smooth transition from Training to Operations. Handled training in line with client requirements as per laid- down standards. Worked extensively on NICE systems for quality monitoring & AVAYA
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Early Career Summary
Process Trainer Escribe India Pvt Ltd 2001 - 2003
Masters in Business Administration Year 1999
Bachelors in Electronics Year 1997 Ranked 2nd in the university