Manage, auditing, monitoring all inbound and outbound calls and IVR feedback through our system, set KPIs listen to calls to assess agents performance to improve customer’s experience.Preparing daily, weekly and monthly reports to CEO and sharing with other managers to improve CX and enhance quality assurance aspect.Educate agents and improve their skills about customer service and satisfactionKey Responsibilities:- Designing and improve evaluation strategy and key performance indicators (KPIs) aligned with project standards to achieve best practice and improve customer experience.- Monitor and analyse around 65% of processes by detected logs and records to ensure projects go within scope, time, and budge without any failure.- Educate, train and support teams continually to increase knowledge and awareness, tracking evaluates performance and report to other departments management.

Back office officer • Work in “elite department” VIP membership to achieve best customer experience, keep valuable customers, and engage new customers by applying and improving new methodology and strategy.• Monitoring and tracking all processes through different channels to improve performance.• Troubleshoot errors, problem solving and report to higher level management. • Analyze customer response and compliance use strategy and methodology to improve customer experience.

Develop and implement new project “PE” within 2 weeks only, for 405 customers and operate successfully 97%.Key Responsibilities:- President Assistant manager planning to ensure all processes and functions work well.- Work on all platforms and framework. - Reporting daily, weekly, monthly report.- fix and repair systems bugs and issues - maintenance and repair devices in computer labs - installed and reinstalled programs - setup networks and protected - teaching principles of computer and information technology for students

Microsoft office program trainer 1- worked as cooperative trainer preparing course content and materials by my self 2- present the course to students 3-it was Microsoft office excel course 4- fix and solve systems problems

Cooperative traineeFaculty of Economic and Administration. Accomplishments: - Monitor and track system functions and processes by apply Enterprise resource planning concept as senior project.- Improve and develop system by adding new features such employee requests. - Facilitate applying statistical main functions and extract reports smoothly than previous.Key Responsibilities:- develop and improve “attendance systems” to effective tracking and follow up daily activities of employee.- Planning, monitoring, auditing, reviewing and reporting all employee daily activities.

Accomplishments: completed 200 credit hours in "technical support unit” development systems and strategies.Key Responsibilities:- Develop end user experience CX, UX planning, desingn and develop systems to improve outcomes- innovation solutions to solve systems issues- Ensure all systems software and hardware updated and working on network efficiency compatible with policies.- Monitoring all processes and logs to detect defects and minimize risk.Setup network Install and reinstall programs Maintenance devices in computer labs Preparing technical reports Worked on attendance systems and sheets Recorded manual file and transferred to computer Worked on many software platforms and hardware Coding