Executive Manager - Customer Care Systems Development
Mobily
Total years of experience :23 years, 7 Months
Managing customer care system’s operation and development
Managing, scheduling, and overseeing the preparation and implementation of major DMS IT Projects.
Develop an annual business plan and operating budget for the department and monitoring the implementation of these to ensure that financial targets/constrains are met.
Managing the definition, preparation and implementation of DMS Policies, Procedures and Standards relating to information and telecommunication systems throughout the organization.
Researching and qualifying new technologies to ensure that the rendered IT services are in line with the organization’s growth and development plans.
Developing a comprehensive Information Technology Strategy in line with Acxiom mission and core objectives
To establish a new contact center ( National Contact Center )
Written the NCC ( National Contact Center ) Contract and SOW.
Build the project initiation plan with the outsourcer.
Move DMS towards an IT core (Database Marketing).
Manage deliverables.
Building overall DMS organization capacity.
Manages and resolves external vendor / company relations.
Approves and overlooks lower level Action Plans.
Initiates policies or major technology changes to enable business unit success.
Manages recruiting, staffing, training, salary and career planning for organization.
Makes fundamental IT choices, infrastructure, software development and organization.
Managing IT Departments Relationship and development Between SV and DMS.
Designed & managed development of an IVR system for SV.
Developing small CRM programs.
Handling and developing LP program for SV.
Managing programmers and data entry agents.
Handled many projects with clients.
Team member of DB restructuring project and a key team member in the migration process.
Designed and managed development of an IVR system for SV.
Developing small CRM programs.
Team member of DB restructuring project and a key team member in the migration process.
Handling and developing LP program for SV.
Account executive trainee
Lead the introduction of an assembly line in Crescentech Computer Peripherals.
Lead and developed sales force.
Supervised technicians in technical Center in Crescentech.
