Product & Communication Supervisor
mobily
Total years of experience :19 years, 9 Months
The role of Product & Communication Supervisor to maintain knowledge exchange and assure high knowledge standards across all Customer Care entities in addition to developing short & long term knowledge, learning & communication strategies through managing Product Team the SPOC with Marketing Team & Communication Team the focal point of internal communications within customer care.
Strength & Skills Acquired:
• Developing and executing action plans to gain constant quick wins in Knowledge & Communication Management.
• Improving team work operational efficiency through ongoing improvement and self-marketing Plans.
• Amplifying the business operations through the ongoing enhancement of previously acquired skills.
• Managed requirements, Training, UAT & Process for Mobily Knowledge Management gaining exposure aligning the Consumer & Business Sector under one Knowledge Management Initiative.
Business Achievements:
• Mobily Web Academy “Mobily Knowledge Management”
• Establishment of a new Product Team balancing the Team KPI’s.
• Achieved All Team Goals During the period filling the position tell present day
The role of Product & Communication Developer requires high sense of analyses Minded approach towards Mobily Products & Services and to assure a solid Knowledge Background by developing both Mobily Products & Manpower for Quality Service.
Strength & Skills Acquired:
• Analysis & Reporting.
• Smart solutions approach to enhance operations.
• Specialized in Visual & Cinematic effects & development.
• Advanced CSS & XML Coding skills.
• Knowledge Transfer Sessions Planning & Bench Marking based on Business Needs.
• Ability to analyze Reports targeting Knowledge issues.
• Setting Solid Action Plans based on business needs.
• Excellent documentation & Presentation building.
Business Achievements:
• Manpower Documentary.
• Communication Channels.
• Major Achievements to Meet the Department KPI’s during first 6 Month.
• BlackBerry Crisis Customer Care Team Committee.
Communication Coordinator role is a very important & sensitive role which requires 24/7 readiness around the year, as this role requires ongoing corresponding with Customer Care Staff & all considered departments as the Focal point of communication in addition to Knowledge management & enhancement role.
Strength & Skills Acquired:
• Excellent communication Skills
• Excellent Arabic & English languages Written & Spoken communication approaches.
• Effective Communication Tools Creation to meet Business needs and Knowledge Channels.
• Business operations awareness.
• Ability to adapt to various business approaches & Management.
• Knowledge Management.
• Training needs effective Bench Marking.
• Training & Learning Management Skills.
• SLA development & deployment.
• Knowledge Base development.
• Web developing.
• Visual Graphics Designing.
• Verity online solutions awareness and development.
Business Achievements:
• 4 Years evaluated Very Good in row.
• Customer Care Knowledge Base (MobiNet) Version "2, 3, 4"
• Customer care Communications Channels.
• Customer Care Internal camping's & awareness based on business needs & changes.
• Customer Care & CCP&D SLA. ”CC Training & Communication Team”
• Training & Communication Process.
• Creative Day to day operations Solutions
• 5th Generation Staff member. "innovation best performers"
Contact Center Representative: is the basic role and foundation of any Contact Center, this role requires product knowledge awareness & initiative to provide support by interacting with different customer’s type.
Strength & Skills Acquired:
Customer Concentric minded abilities.
Negotiations skills.
Customer service skills.
Customer Care Quality Service Protocols.
Better social interaction abilities.
Customer Service Standards.
Business Achievements:
Adopting to the new Role and presenting high Quality after sales service for a major telecommunication company
Strength & Skills Acquired:
Sales Skills & Abilities.
Face to face communication skills.
First Job Experience.
Business Achievements:
Sales man of the Month 5 times in a row