Khaled Alhorani Email & Phone Number

United Arab Emirates

RTA Dubai Head Quarter

Review, access, and update suppliers’ / subcontractors’ pre-qualification in line with RTA procedures.Reviewing pre-qualification requests & applications submitted by the suppliers’ / subcontractors through the Electronic Pre-Qualification System for first registration & update.Provide day to day support to Company's users and suppliers’ / subcontractors.

Dubai

*Guided the Escalation Team including System/ Business Analysts in maximizing customer satisfaction through prompt resolution of issues and qualitative service delivery*Analysed escalated issues and rendered feedback to the management/ concerned department aimed at overall process improvement*Liaised with the IT Department & Operations Support teams.

Dubai

*Coordinated day to day operations of the inbound call center comprising of 100+ Team Leaders and CSR*Focused on maximizing customer satisfaction through prompt resolution of issues and qualitative service delivery*Used Cisco Web View application to monitor real time service level/ calls overflow and Seibel/ CRM/ BSCS/ HPSA for initiating, maintaining.

*Led a team of 15 members in rendering qualitative service delivery in the inbound call center*Monitored service level and calls overflow through Cisco Web View application *Focused on maximizing customer satisfaction through prompt resolution of escalated issues/ trouble ticket cases and qualitative service delivery*Monitored performance of team members.

Major Responsibilities:Despite major accounts already being taken, targets consistently met and exceeded.Identified a developing industry sector, produced a specific business plan to target the opportunity, and opened accounts that projected to achieve in excess of 100,000 new customers within 6 months.Handling new market like east Africa and Egypt..

Train the students on Computer Application, Computer Maintenance and Computer Network

Major Responsibilities:Primarily responsible for teaching technical courses i.e. "Maintenance Course", "Network Design Course", "Network Troubleshooting", "Software Operating System", "Microsoft Office Package", "Computer Internet Design", "Designing packages", "JAVA Platforms".Faculty training typically included course design, assessment.

U.A.E.Major Responsibilities:Market and sales development - New markets, existing market expansions, Industry and vertical market specializations (IT, General Corporate, Healthcare, Government, domestic and International )Domestic and International market development.Marketing and sales of board level, stand alone computer systems, configured computer.

Diploma, Computer Science

B.Sc; A.E, Computer Science

High; A.E, Scientific Secondary