• I’m a Facilities administration Senior Expert and Customer Relation Management (CRM) Project Manager with 16+ years of experience in different Customer Service areas within Telecommunication industry, outstanding ability to dig into details and see behind the obvious as well as keeping up with the strategic big picture, I’m very much skilled working to tight deadlines and budget. • I instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example, and very much capable of working on my team development and motivate them to over deliver, maintain positive “Can Do” attitude.
Orange / Mobinil
Job Purpose: Providing the highest standard of service for responding effectively and independently to CS operational systems requests and assuring the coherence with company standards through effective understanding of the business process. Managing the global CS relocation plans in coordination with facilities and technology in addition to internal CS seating adjustments. Roles & Responsibilities: *Administrate CS applications (Intranet, Login IDs, Outages etc...) And response to administration requests following the defined service levels. •Managing and interfacing with CS, Commercial and technology teams in relevant Intranet enhancing projects. •Analyze the gaps in the business operations and proactively suggest recommendations for CS system & processes. •Master and be source of expertise for at least one of the CS system influencing the flow of CS operation. •Participate, manage and act as CS Interface in the CS system future waves following the roles defined in Mobinil Project Management Methodologies. •Perform UAT for new CS system implementations. •Interfacing the Customer Service departments with the administration, facilities, IT & PABX departments concerning the moves & new positions. •Planning, Managing and Handling the global CS moves within Mobinil premises in coordination with Facilities, Administration and Technology teams. •Managing the ongoing adjustments for CS seating plans with the departments’ managers. •Managing Contact Centre technical needs, i.e. investigating new features, follow up on upgrades…etc. •Handling all related Intranet updates (Global Information Source of products and services) that influences the information base of different using entities. •Managing and administrates all third parties’ applications and tools used by CS’ various entities. •Ensure that all CS related projects to tools; applications and facilities are moving as per plan and recommend any changes providing the needed analysis.
Customer Service Analysis
Customer Service Analysis