Senior Service Manger
stc
Total years of experience :17 years, 11 Months
• Tracking and Analyze service performance to positioning the service.
• Held customer / sales focus group to listen from customer and sales team.
• Evaluate service quality to know the weakness points and fix it.
• Analyze the market to can improve the service for compatibility with market needs.
• Analyze competitors services and promotions.
• Held training session to refresh service performance.
• Analyze service report to launch promotion (ATL & BTL).
• Modify existing service (OR launch dedicated service) to fit important business customer needs.
• Design volume discount to scenario to discrimination business customer based segment.
• Design tool to help retention team to can retain customers.
• Work with retention team to differentiation discounting reasons.
• Enhance sale rules to avoid the fraud.
• Work on forecasting and reserve resources (equipment, license, ….)
• Analyses the income revenues to know net-profit.
• Created Service Description covering (Service Definition, Service Definition, Customer Needs, Service Features, Pricing Structure, Service Rules, Service Reports, Related Requirements \[Devices, Application, ….\] & Service Pricing).
• Managing life cycle of service.
• Reviewed Service Description with all related departments (Business Support, Network, IT, Finance, Procurement, Operation, …) and explain all business requirements.
• Created service launch plan.
• Created required martials(customer subscription form, training presentations, system user guide & communication materials).
• Created service process (Sales, assurance, provisioning & delivery).
• Worked with suppliers and procurement department to supply required equipment’s according to the required specifications.
• Managed and tracked key milestones.
• Tested service from End to End.
• Trained sales and customer care employees.
• Soft launched to make sure service worked as planned.
• Created Service Description covering (Service Definition, Service Definition, Customer Needs, Service Features, Pricing Structure, Service Rules, Service Reports, Related Requirements \[Devices, Application, ….\] & Service Pricing).
• Reviewed Service Description with all related departments (Business Support, Network, IT, Finance, Procurement, Operation, …) and explain all business requirements.
• Created service launch plan.
• Created required martials(customer subscription form, training presentations, system user guide & communication materials).
• Created service process (Sales, assurance, provisioning & delivery).
• Worked with suppliers and procurement department to supply required equipment’s according to the required specifications.
• Managed and tracked key milestones.
• Tested service from End to End.
• Trained sales and customer care employees.
• Soft launched to make sure service worked as planned.
• Analyzed service performance reports.
• Evaluate service performance (technical side, billing side & service rules)
• Reviewed and updated the content services on the STC site regularly.
• Uploaded all new services an STC web site.
• Meetings and discussions with service managers for service feature and details.
• Meetings and discussions with media agency to explain service details and campaign requirements.
• Coordinated with materials department to print related documents.
• Proposed service media design.
• Participated in the telecommunication exhibitions.
• Coordinated with related departments to follow up service development progress.
• Prepared all needed presentation for proposed new services and promotions.
• Perform sales workshops to guarantee their full understanding for the launched services.
• Take care of all services advertising campaigns.
• Analyzed service performance reports.
• Prepared sales reports.
• Prepared incident reports.
• Provide details on all information given and received into the trouble ticket database.
• Work with the team to complete ongoing projects and tasks.
• Advise and instruct end users on the necessary technology to achieve viable solutions;
• Troubleshoot and resolve issues.
• Manage multiple projects/priorities simultaneously
• Train end users on systems and applications.
• Perform related work as required.
Bachelor of Science degree in COMPUTER Science. Courses include: • Database Administration • Advanced Programming • Computer Methods in Engineering • Digital Design • Data Structures & Algorithms • System Programming • Computer Communication Network • Operating Systems