Officer
Sana’
Total years of experience :19 years, 3 Months
Analysing and selecting technical and financial proposals
Identifying Training needs in such firms.
Writing and offering technical and financial proposals, ToR,
and adopting the suitable offers.
Implementing Training programs for MTN Yemen staff.
Following up programs and workshops achievement. And
supervising marketing plan and trainers selected CVs.
Implementing training programs.
Jan.
Preparing YVDL profile, strategy and policies & procedures Planning, Designing and implementing DL training programs and workshops. Implementation relationship network, Supervising DL team, and offering the recommendation & advices to National Vision consultant team
(Multi-level
Marketing)
and Trainer
Managing Multi-level Marketing teams, training all Edmark
movers special courses in this kind of marketing and in the
healthy living lectures, and motivating teams to achieve
targets.
Training of Trainers for new leaders.
Implementing work plan and scheduling contact centre staff,
professional experience in monitoring, and maintaining the
targeted performance - Observing team duties (quality and
quantity) - Team meeting for encouraging and motivating,
evaluating and drafting team IPFs.
Jan.
Team
Member
Development, training, and user Manuals.
Determining Performance Gaps in contact center, Identify
Training needs through E- learning. Implementing E-Learning
Training for customer service courses. Identify Training needs
in Customer Service Department. Implementing Training
programs for MTN Yemen staff. Implementing systematic and
skills programs as workshop or on work training in MTN
Contact Centre. Preparing and implementing the WFM (Work
Force Management) program. Evaluating the development
plan details report.
May.
2016
Sana’a,
Yemen
MTN
Yemen
Service
Quality
Researcher
for MBA
Study interactive voice response (IVR) service Quality impact
on Customer satisfaction
Conducted an economic survey to assess the impact of IVR
service quality on the customer satisfaction.
Tasks/duties: (a) Collecting and reviewing previous available
reports, studies and statistics related to the project, (b)
Designing the interview questionnaire, (c) analysing data, and
(d) writing the final study reports with recommendation.
To assess the prevailing impact in the project area, with
respect to the selected main indicators after implementation of
the sub-projects of the project.
Waheeb CV, Aug. 2022 page 6
Date
from - to
Our work in the Shift Planner Section is depending on these
programs; Teleopti (WFM CCC), Nortel (Tools & systems),
HRIS and others where I'm dealing with the following tasks:
- Planning next year service level target needs &
forecasting the main target with total staff capacity and d
defining the essential needs in our plan
- Scheduling staff adherence and leaves for shifts and
taking into consideration with current situation.
- Reporting section performance.
- Controlling attendance, vacations and available agents
per each shift.
- Analyzing data and reporting contact center performance
for everyone.
- Preparing and lecturing WFM presentation.
- Drafting contact center historical data.
- Recruitment of Local Staff; maintaining Local Staff
records; ensuring the appraisal process is being properly
conducted; driving forward improvements in work
standards, and line management of the HR Assistant.
Jun.
Quality
Observer
To monitor CCA calls, and evaluate the performance.
To follow up incapability agents and advising how can be
improved.
To advice the agent and enhance the method of answer.
To report QA to CC team leaders & Supervisors.
Representa
tive
To reply customer calls in call centre and register the
requirements.
To resolve customers’ issues or provide the service info.
To report customer issues to line manager or back office.
13. Other relevant information (e.g., Publications)
* Impalement training of call center Professional communication skills.
* Impalement CEX training & Professional communication skills.
* Contact Centre. Moreover, finalize Personal Development Plan (PDP) for MTN Contact
Centre.
* Develops coaching and mentoring schemes to support staff development and
achievement of the Personal Development Plans.
* Implementing systematic and skills programs as workshop or on work training in MTN
Contact Canter
* Preparing and implementing the WFM (Work Force Management) program. analyzing
data and reporting contact centre performance to everyone.
, شهادة MBA
(s)
in
in