• Conducting remotely audit ensuring compliance to company policy, NTRA policies, procedures & regulatory requirements are being followed & correctly implemented.• Addressing compliance related issues that the company is not exposed to regulatory, reputational or other risks.• Incident management for all incidents has financial / reputational impact and responsible for reporting it internally to internal investigation team.• On-going assessment and monitoring of work-flow, awareness &knowledge of all regulations set by NTRA and company internal process.• Providing inputs on high risk incidents & business violations issues in constructive reporting & detection abuse cases and use prevention techniques when required to reduce incidents rate.• Ensure a highly accurate monthly and periodical quality insights reporting to quality and sales management.• Conducting Ad-hoc efficient audits & mystery in accordance to ensure committed with the recently selling process & business process validation and report on significant control weaknesses within the company. • Ensure Scripts, knowledge; references sources meet customer expectations ensuring its compatibility with Etisalat Visions & strategy.• Investigate critical cases to identify and implement solutions and ensure that processes meet company and customer expectations.• Conducting regular collaboration with concerned entities to increase awareness of the QA pillars & activities to gradually melt any discrepancies & deliver QA.• Handle feedback dispute process from initiation until closure with all management layers including stakeholders (Communication, Process, etc.) through judgmental decisions.• Conducting quality orientation sessions and obtain good understanding of the business impact in accordance with the set compliance and company guidelines.• Managing content creation of the weekly SMS’s relevant to the top hot-issues.

• Make sure that we communicate all brand essence message and ensure delivery to our customers as well as ensure the understanding of our customers concerning brand messages through planning of appropriate cascading methods.• Ensure the proper engagement of Etisalat customer in relation to the company’s objectives and deliverables through the different social media channels.• Develop and execute detailed and innovative consumer focused programs to build up a vibrant community and engage prospective and existing users on social media networks• Create viral online content and run special campaigns such as contests and online events for the community.• Listen and participate to online conversations. Facilitate consumer relationship in social media.• Regularly feedback insights gained from social media monitoring into the Marketing and Editorial teams, to help them evolve their strategies in a timely fashion.• Achieve Etisalat customer satisfaction by continuously developing and enhancing the online customer experience• Liaise with Etisalat Group and service model knowledge sharing and transfer of best practices and customer experience model

• Make sure that we communicate all brand essence message and ensure delivery to our customers as well as ensure the understanding of our customers concerning brand messages through planning of appropriate cascading methods.• Ensure the proper engagement of Etisalat customer in relation to the company’s objectives and deliverables through the different social media channels.• Develop and execute detailed and innovative consumer focused programs to build up a vibrant community and engage prospective and existing users on social media networks• Create viral online content and run special campaigns such as contests and online events for the community.• Listen and participate to online conversations. Facilitate consumer relationship in social media.• Regularly feedback insights gained from social media monitoring into the Marketing and Editorial teams, to help them evolve their strategies in a timely fashion.• Achieve Etisalat customer satisfaction by continuously developing and enhancing the online customer experience• Liaise with Etisalat Group and service model knowledge sharing and transfer of best practices and customer experience model

• Handle authorized inquires and complaints.• Sending Emails To all Departments to Reach to Customer Issues and satisfaction.• Follow Up With Customers.• Take Many Tasks Like Follow Up Cases.• Send and received emails with the customers complaints to the concern department• Get champion awards 12/2014 deal with customer with 25K postpaid dials• Get Champion awards 06/2015 Wow story customer was need to deactivate line so I make him change his mind and make deal with him to take 10K postpaid line and deal is done.

• Handle End Users about Any inquires.• Sending Emails To all Departments to Reach to Customer Issues.• Follow Up With Customers.• Take Many Task Like Follow Up Cases• Send and received emails with the customers complaints to the concern department

• Handle HV customer About Any inquires.• Sending Emails To all Departments to Reach to Customer Issues.• Follow Up With Customers.• Support Corporate End User • Take Many Task Like Follow Up Cases• Send and received emails with the customer complaints to the concern department

- Answer telephone calls and assist customers.- Handle orders, complaints, and other inquiries- Use telephones to reach out to customers and verify account information.- Perform data entry when orders are completed or changed.- Process sales, data and progress reports- Greet customers warmly and ascertain problem or reason for calling.- Cancel or upgrade accounts.- Advise on company information.- Take payment information and other pertinent information such as addresses and phone numbers.- Inform customer of deals and promotions.- Utilize computer technology to handle high call volumes.- Work with customer service manager to ensure proper customer service is being delivered.- Close out or open call records.- Compile reports on overall customer satisfaction.- Read from scripts.- Handle changes in policies or renewals