Assist. Manager - Application Support
American Express Saudi Arabia
Total years of experience :10 years, 11 Months
• Leading the application support team.
• Managing vendors, projects, and preparing development requirements and design specifications.
• Setting the team development plans, goals, and performance measures.
• Planning and implementing the strategies, policies, and procedures of developing application support function.
• Assisting in developing and evaluating Capex and Opex budgets for assigned applications.
• Applying a disciplined approach in vetting, implementing, and monitoring applications activities and communicating issues/incidents in the daily business course.
• Interfacing with unit heads to define the development necessary for applications.
• Interacting with Unified Contact Center stakeholders to understand their problems and needs.
• Gathering and analyzing business requirements for UCCE/CUCM.
• Creating and configuring Unified Intelligent Contact Management scripts.
• Designing and creating IVR call flow.
• Coordinating with system engineers and developers to ensure UCCE services are accurately implemented.
• Planning, organizing, and testing multiple IVR scenarios to ensure all issues and bugs are solved.
• Troubleshooting and solving unified contact center/communications manager related problems.
• Developing and customizing historical and real-time reports for the unified intelligence center.
• Schedule installation and deployment activities to meet priorities and minimize disruption.
• Maintaining proper documentation.
• Sending SMS and email campaigns related to marketing and other departments.
• Enrolling and approving AMEX card members in Etihad airways guest program.
• Updating defaulted customers in SIMAH.
• Updating customer statements in SADAD system.
• Analyzing causes and resolving issues related to SADAD and SIMAH processes.
• Responding to customer inquiries by phone and other E-Channels.
• Meeting customer requests, processing them, and following up with relevant departments.
• Handling and resolving complaints professionally.
Business Administration