Marketing Research Senior Agent
SabaFon
مجموع سنوات الخبرة :14 years, 0 أشهر
Since Sep 2019 until present, I am working as Marketing Research Senior Agent, reporting to Strategy & Business Development unit manager and commercial manager.
a. Assist in providing & positioning business and market information as a key strategic driver, to create a knowledge culture
b. Collect and collate necessary information to enable other units to make informed operational decisions
c. Analyze of market and competitor products, strategy and performance to support the businesses ability & provide the context for planning.
d. Collect and compile data to produce reports
e. Supports the planning, forecasting & resource management efforts of own team by collecting data from diverse sources.
f. Analyze all the available sources of information including data mining, desk research, primary research, client diagnostic reports, and individuals' knowledge.
g. Providing accurate and timely information and analysis concerning the Yemeni market as well as the regional (Middle East) in terms of economic, sector (Telecom) and competitor analysis.
h. Evaluate customer demands for cellular network growth and service offerings.
i. Assist in the development of all communication items necessary for a successful service launch into the new market.
j. Oversee the collection of relevant data, building & managing relationships with multiple sources; suppliers, sales, as well as other information providers.
k. Conduct primary and secondary research in Telecommunication markets;
l. Measures customer satisfaction
m. Analyze business and market trends;
n. Ability in providing technical support in the SAP BO system.
o. work with quantitative marketing sizing and forecasting analytical tools;
p. prepare thorough reports, writing of summaries & conclusion
q. Gather information on market and competitor’s coverage areas and present them to concerned departments.
Since Apr 2014 until Aug, 2019 I worked as Quality and development Agent, evaluating, monitoring and reporting to quality and development and customer care manager.
a. Follow up customer care reports.
b. Follow up contact center agent's evaluation and efficiency.
c. Analyze Customer Care monthly reports.
d. Follow up Customers' problems, needs & suggestion and analyze them.
e. Daily reporting of postpaid collection to Risk Management Team.
f. Daily monitoring of credit limit change.
g. Monitoring service change.
h. Test and monitoring the new services.
i. Follow up and monitoring archiving projects.
j. Monitoring and reporting all customer’s claims come from call center unit.
k. Design and develop windows applications for customer care units.
l. Design reports via SAB -Business object.
m. Preparing some plans and procedures for the unit and contact center unit.
n. Liaise with other departments having more extra reports.
Since July 2010 till March 2014, I worked as contact center agent guiding SabaFon Prepaid/Postpaid subscribers to deep information about SabaFon services and raise subscribers' problems to the concerned departments
a. Answer incoming calls on the hotline promptly and professionally. Greet callers courteously and create a welcoming and supportive environment. Listen attentively to their concerns, questions, or requests.
b. Receiving subscriber’s complaints and solving their problems if applicable.
c. Raise Subscribers’ problems and system faults to Quality team for further investigation with VAS&IN, Billing, core Teams.
d. Guide SabaFon Prepaid/Postpaid subscribers to deep information about SabaFon Prepaid/Postpaid Services.
e. Provide accurate and up-to-date information to callers about services, programs, resources, policies, procedures, or any other relevant details.
f. Providing Back office team with report for the subscribers’ unsolved problems.
g. Recognize, document, and alert the management team of trends in customer calls.
h. Document all call information according to standard operating procedures.
i. Build customer loyalty by follow-up of customer calls.
j. Training the new contacts center employees and assist them with all needed information.