CTO
extensya
Total years of experience :29 years, 4 Months
extensya - Business Process and Call Centers outsourcing provider
CTO and co-founder/partner of extensya, one of the largest outsourcing service providers in Middle East.
Establishing the technical setup in 5 branches in both Jordan and KSA, setting up Network infrastructure, WAN, back office setup, telephony systems and Call Center applications, CRM, and internal IT policies and procedures.
Gathered a talented, professional and motivated team that participated in extensya success journey.
Successfully established the technical setup for significant clients like:
Saudi Arilines - Europ and USA centers
Zain KSA - Arabic and Urdu centers
Vodafone Qatar - Arabic center
Aramex - KSA and Dubai centers
JollyChic - ME center
Citruss TV - ME center
- Leading the enablement of business processes and services by integrating business applications layers. Integrating these layers directly with the Billing/CRM Systems & other Network elements. Later it was evolved to Unified Customer Administration suite with Service Oriented Architecture. This suite was seamlessly integrated with Customer Service Front end and with all enterprise systems including Cases Management service to complete the Customer Interface workflow, beside Sales Force Automation & Marketing Campaigns.
- Involved in transforming telecom business processes to align within eTOM framework. This was applied in Billing and Customer Interface Management area.
- Developing innovative and agile business solutions structure to fulfill ongoing business needs of voice and data services and products.
I was involved in the development of general applications such Accounting, GL,
Inventory & Personnel using Oracle DB & tools under UNIX & Windows NT operating
systems .
ITIL Service Management awareness. * Avaya Communication Manager Suite. * IPCC solution implementation course. * IBM Call Path CTI. * System Analysis techniques. * Supervisory skills. * Communication & Presentation skills. * Oracle Application Server. * Oracle applications tools. * Oracle Database Administration. * Oracle Designer. * Microsoft .Net framework. * Delphi 3, 4, 5 & 6 Development Tools.