•Automation of daily tasks and working with different machine learning tools to insure day to day operations are optimal and to fix any abnormalities that are experienced in the network as quick and smooth as possible•Performance analysis of Charging System related KPIs and insuring that customer SLAs are met•Working with other teams such as core and customer care to insure the network is running smoothly and to meet customer's requirements•Worked in standardizing operations processes with other teams to insure the smoothness of delivery and to meet customer's demands.•Resolving Customer's issue using different tools (NOVA-Care, Oracle, Saddad Portal, TABS, Toad [software])

•Handle All Employee, Family & Testing Numbers•Handle CITC Issues From Website To Avoid Penalties•Follow Up For Customers General and Regular Issues•Monitor SLA for MNP, CITC, Internal Activation, Call Back•Response to customer for Functions whiten SLA•Monitoring Quality

•Follow up customer issues with Technical departments, accelerate the resolution.•Confident control of simple tools of analysis and monitoring•Troubleshooting related customer issues•Working in shift basis to fulfill and provide support to Customers when needed.

•Responding to queries via chat, email, or phone•Handling online customer quires (Facebook , Twitter and E-mail) •Training other staff members on troubleshooting and diagnosing problems•Follow up customer issues with Technical departments, accelerate the resolution.•Makes sure the focus is always on delivering customer needs•Confident control of simple tools of analysis and monitoring

Dealing with customers complaints and solve them with high level of quality.•Assisted in the development of new policies and procedures.•Assisted in the training of new customer service representatives and associates.•Follow standard help desk procedures•Follow up with customers and users to ensure complete resolution of issues•Prepare activity reports•Redirect problems to correct resource

•Work involved taking calls from diverse customers and providing instant solutions.•Manage large amounts of inbound and outbound calls in a timely manner• Follow communication “scripts” when handling different topics•Assisted in the development of new policies and procedures.•Assisted in the training of new customer service representatives and associates.•Provided support to the sales team, ensuring all sales and service objectives were met.

• Handling all tickets within time as per SLA with customer.• Communicate and coordinate with internal departments.• Record all the information regarding the outages (description of the event, actions taken, timing, and results).• Updating logs with progress of solution.• Create CM and PM Work Orders.• Coordinating with Back office and front office.• Making Daily report of Tickets.

•Installing and configuring computer hardware, software, systems, networks, printers and scanners•Troubleshoot system and network problems, diagnosing and solving hardware or software faults•Setting up accounts for staff, ensuring that they know how to log in•Investigating, diagnosing and solving computer software and hardware faults