BNPL

 Manage and responsible for the digital service business (Content Management including Alert & RBT) for various telecommunications operators accounts mentioned below  Kuwait  Sudan  Iraq  Palestine Jordan  Bahrain • Ensure revenue target are met, provide competitive positioning, pricing-best practices for customer engagements, ensuring profitability.• Develop/Define & implement marketing program/campaign drives to enhance… Show more  Manage and responsible for the digital service business (Content Management including Alert & RBT) for various telecommunications operators accounts mentioned below  Kuwait  Sudan  Iraq  Palestine Jordan  Bahrain • Ensure revenue target are met, provide competitive positioning, pricing-best practices for customer engagements, ensuring profitability.• Develop/Define & implement marketing program/campaign drives to enhance service penetration & Increase revenues.• Monitor performance of existing Digital VAS on daily basis, identify areas of improvement and implement.• Scale New Services and propose to launch.• Track competitor activities in various domain and flash reports and dashboards.• Study market requirements on an ongoing basis to identify opportunities for incremental revenues.• Coordinate with Current Content Providers for business operations such as Launch new services, Integrate Service price.• Responsible for Content partnership & partner management.• Responsible for expansions with new aggregators and operators • Reconciliation with CP’s and Operator. Show less

• Managing staff and develops them for future growth within the department and organization• Suggest the changes needed for improving the service performance.• Tracking /follow for the pending cases• Provides day-to-day Operations oversight in data center operation• Works cross-functionally with multiple internal technology teams to ensure operational stability• Monitors and reports on capacity and operational performance for the operation environment• Provide the first… Show more • Managing staff and develops them for future growth within the department and organization• Suggest the changes needed for improving the service performance.• Tracking /follow for the pending cases• Provides day-to-day Operations oversight in data center operation• Works cross-functionally with multiple internal technology teams to ensure operational stability• Monitors and reports on capacity and operational performance for the operation environment• Provide the first level of support for all incidents/major ,Coordinate the required logs for any investigations• Accountability for monitoring, detecting and managing incidents• Coordinate, testing, plans change activities internal and external• Report monthly incidents• Maintains audit and compliance requirements Show less

• Receiving Customer complains/request and coordinate with the concerning teams• Responding to all operators/Customers’ inquiries Generating reports for the• KPIs & quality for all Product Lines.• Manage Service request, Manage Presentations for the new products• Monitoring SLA• Update/communicate the change on customer contract

• Analyzed root causes for defects,provided observations and recommendations to the project team•Monitoring the trends of the Technology performance and incidents.•Suggest the changes needed for improving the performance of the different kinds of Technology departments based on customer experience delivered from different sources. •Monitoring Mismatching between interfaces “Network, Billing system” •Preparing, designing, and improving the processes helping in managing… Show more • Analyzed root causes for defects,provided observations and recommendations to the project team•Monitoring the trends of the Technology performance and incidents.•Suggest the changes needed for improving the performance of the different kinds of Technology departments based on customer experience delivered from different sources. •Monitoring Mismatching between interfaces “Network, Billing system” •Preparing, designing, and improving the processes helping in managing the job faster, more•Organized, and with more efficiency (Quality Assurance).•Prepare and manage the quality projects needed to apply more monitoring & control l in g of The Technology performance (Quality Control).•Maintain good working relationship with all parties throughout various level of the organization•Collect data and prepare regular and ad-hoc management reports regarding changes, incidents and problems related to telecom services Show less

• Contacting all roaming partners for problems investigations • Responding to all operators’ inquiries• Confirm the Implementation and configurations for all Operators• Simulating the roaming complaints & scenarios by performing tests• Monitoring the International & Roaming Signaling/Nodes• Contacting different stockholders for faster resolution of the reported and detected problems

• Direct contact with customer care reporting office receiving customer complains• Monitoring All Vodafone Services nodes and raise the issues to 2nd line team• Solve the Individual complains raised from customer care department• Ruuning daily jobs for rebuild the new vodafone lines• Restart the RBT Nodes upon request from 2nd line team• involved in all night activites affected the service operations• Following a strict SLA to guarantee best service to our customers•… Show more • Direct contact with customer care reporting office receiving customer complains• Monitoring All Vodafone Services nodes and raise the issues to 2nd line team• Solve the Individual complains raised from customer care department• Ruuning daily jobs for rebuild the new vodafone lines• Restart the RBT Nodes upon request from 2nd line team• involved in all night activites affected the service operations• Following a strict SLA to guarantee best service to our customers• Test the new products and report any system bugs to the concerning teams• Review test cases for new SDPs• Simulate and approve test case for the new rate plans , new promos• Giving a full detailed report by the end of the day for the services senior manager for building Show less

Follow up and resolve escalations from customer complaints within SLA in coordination with relevant stakeholdersrdissatisfaction) to ensure a timely resolution keeping the customer at the heart of the process as all times.Managingday-to-day tasks:• Tracking team attendance and adherance , quality • Training and coaching• Tracking performancemetrics and generating performance reports• Meeting with team members and management team• Forecasting•Motivating team• Administrative… Show more Follow up and resolve escalations from customer complaints within SLA in coordination with relevant stakeholdersrdissatisfaction) to ensure a timely resolution keeping the customer at the heart of the process as all times.Managingday-to-day tasks:• Tracking team attendance and adherance , quality • Training and coaching• Tracking performancemetrics and generating performance reports• Meeting with team members and management team• Forecasting•Motivating team• Administrative duties• Offering assistance to team members• Onboarding new call center employees• Initiate weekly/monthly meetings with management to ensure customer satisfaction is maintained at agreed KPI'sMaintained all processes and quality of work within the department. Practiced and enforced all security and safetyprocedures.•• Monitor all system output to ensure the integrity and quality of each report.• Introduce and monitor appropriate measurement of key performance indicators.• Developed process efficiencies to improve quality, moving my team's performance from 90% to 96.15%. Show less

Activating new lines and new accounts Handling: stores complains, perform all the trade line support activatesBlack berry servicesFraud cases Activating VIP lines Activating VPN accounts

• Act as the primary point of contact with Vodafone’s customers. • Answering customer inquires• Brief the new promotions • Escalation the complains to support teams