Ahmed I.Alkhatib Email & Phone Number

Amman, Jordan

1. Spearheaded and effectively led a high-performing team responsible for service performance.2. Maintain Conducted comprehensive End-to-End (E2E) Quality of Service analysis to ensure optimal service performance.3. Oversaw the management and fine-tuning of E2E test scenarios, facilitating swift detection of service degradation.4. Defined Key Performance Indicators (KPIs) and optimized associated thresholds for effective monitoring by the NOC team.5. Proactively detected and addressed service degradation issues (Mobile, Fixed, and digital services) impacting a significant number of customers, preempting customer complaints.6. Skillfully handled and analyzed technical customer complaints, accurately mapping them to identified technical issues.7. Monitored customer satisfaction levels and performed network benchmarking to identify areas for improvement.8. Developed and implemented continuous improvement plans to optimize service delivery and enhance customer experience.9. Demonstrated commitment by being on-call 24/7, providing level 2 analysis for any degradation as required.10. Effectively managed and coordinated major/critical incidents in collaboration with NOC, Operation, and Engineering teams.11. Evaluated the impact of incidents on customers by assessing the number of affected customers based on incident occurrence time.

Amman, Jordan

- E2E Quality of Service analysis - Responsible for managing and tuning the E2E test scenarios to ensure the rapid detection of any service degradation. - Define KPIs and optimize related thresholds that NOC team should monitor. - Ensure the detection of any service degradation (Mobile, Fixed, and digital services) affected a significant number of customers, before getting customers' complaints alert. - Handle and analyze technical customer complaints and map them with an identified technical issue. - Monitor customer satisfaction and network benchmark, propose a continuous improvement plan and optimize services - Work on-call (24/7) to provide level 2 analysis for any degradation when needed. - Manage and coordinate any major/critical incident with NOC, Operation & Engineering teams. - Customer impact evaluation (number of customers affected according to the time of the incident). - Define with related teams the corrective actions allowing the incident resolution and prevention of future incidents - Action plans definition and follow-up for QoS improvement. - Steering of development and progress follow-up of service improvement action plans - Steering of development and progress follow-up of action plans for problem resolution - Organization and follow-up of relations with business owners (Marketing, Customer service, etc.) - Publishing of Daily, weekly and monthly reporting of the service KPIs - Maintain synchronization of local activities with Orange Group recommendations and guidelines. - Assure the execution of processes and procedures and update them according to new inputs and possible improvements.

Amman Governorate, Jordan

1. Participating in conducting thorough research studies and analysis and preparing reports to fulfill the needs of marketing, business development and other departments, which include market share and value share analysis, international network analysis, consumer behaviors, revenue forecasting, product positioning and pricing, Key Performance Indicators (KPIs), trends, and others.2. Assisting in researching and acquitting insights about the new products, services, and offers developed by international counterparts in the telecommunication sector, and preparing reports with findings. 3. Developing and distributing market research questionnaires/ surveys, in addition to extracting, analyzing and presenting results in useful reports in order to utilize them in product/ service development and improving current products/ services. 4. Assisting in preparing, tracking, monitoring, and identifying trends in daily KPIs and monthly dashboards for marketing and commercial functions.5. Understanding and analyzing developed concepts, studying the financial impact of potential products and developing comprehensive business cases/ models as part of the roadmap development. 6. Participating in preparing reports that fulfill the data requirements of the management, Group and Telecommunication Regulatory Commission (TRC). 7. Performing post launch analysis on new launched products and identifying gaps between expected and achieved results. 8. Establishing and maintaining relationships with external research providers and communicating Zain’s requirements. 9. Performing Analytical troubleshooting activities for existing and newly developed Zain products. 10. Providing support in calibrating and overseeing the research efforts within marketing and business development departments, and maintain a research database in order to minimize duplicated research efforts.

Jordan

1. Maintaining network parameters and timers for best network performance for LTE,HSPA+ and GSM networks2. Maintaining network KPIs to the committed thresholds and values according to the company’s and ZAIN Group’s standards3. Follow up on Customers Complaints and ensure high Customer Satisfaction4. Post Analyze Q-Voice and TEMS log files with ACTIX and TEMS Discovery.5. Conduct field drive testing for problematic site Radio performance6. Study and deploy the new features after every RAN new release( LTE,HSPA+ OR GSM) and tune the related parameters and switches for the best results.7. Site Survey for new sites to achieve coverage and capacity targets8. Site hardware dimensioning to meet current and forecasted traffic capacity requirements9. Creating system database parameters for new cells and sites.10. Continuous cell traffic re-engineering for best balanced and utilized network resources for all networks LTE, HSPA+ and GSM11. Perform manual Frequency planning where needed12. Analyzing network generated statistics for KPIs follow up and maintaining best network performance 13. Continuous and smart tracking of demographical and geographical changes in the network in order to ensure fast network adaptation and best service presence amongst all mobile operators.

Amman Governorate, Jordan

1. answer calls professionally and respond to customer inquiries.2. research required information using available resources.3. handle and resolve customer complaints and provide customers with product and service information.4. process orders forms and applications.5. identify and escalate priority issues.6. route calls to appropriate resource and follow up customer calls where necessary.7. complete call logs, produce call reports.