1-Overseeing daily operations, ensuring employee productivity, monitoring efficiency of all processes and creating a positive work environment for employees2-Performs clerical duties to help an office run smoothly and efficiently.3-Responsible for managing every aspect of the employment process, including processing company payroll, designing and updating existing company policies, maintaining employee records and conduct analysis of employee benefits.4-Preparing accounts and tax returns and monitoring spending and budgets.

• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.• Trained team members on performance metrics and consumer behavior identification.• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.• Prepared reports to assist business leaders with key decision making and strategic operational planning.• Managed scheduling for agents and product specialists to foster increased productivity.• Created team rotations to man center effectively during peak hours.• Executed Monthly Performance Plans with representatives to identify production gaps.• Established and updated work schedules to account for changing staff levels and expected workloads.• Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.• Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.• Developed quality employees within call center to take over leadership positions.

• Maintaining SLA’s related to resolving client’s complaints, trouble tickets and making sure the department is maintaining its targets.• Managing Scheduling department and arranging visits based on priority and size of the complaint.• Managing helpdesk team members and covering shortages by attaining Call center agents on temporary basis.• Training new joiners within the company by giving them technical briefing and the required documents to learn about the job.• Assigning technicians to urgent visits (VIP’s and Corporate’s) and following up with them for completion of tasks.

• Working on Network and Customer related tickets , troubleshooting and finding the cause of the problem .• Dealing with Corporate customer's and providing business solutions "PBX, Microwave,• Equipment, Network planning etc .... "• Submitting reports about trouble tickets progress , number of tickets created and closed, the major issues in the network , Traffic through our Network ..• Accessing network site's and sectors remotely to find interference ,utilization , Downlink and Uplink flow . And then escalating it to RF or Core team.• Preparing the schedule for helpdesk staff as per Management requirements .Observing Activities done on the Network side and Providing a report to themanagement about any effects on the customer's side , or any delays in schedule.

• Nokia Siemens Networks (NSN),Helpdesk Officer " Menatelecom Project "• Working on cases regarding customer complaints related to Network, RF coverage, Hardware failures and so on.• Responsible for Corporate/VIP customer's .

Motorola Bahrain, Technical Support SpecialistWorking on cases regarding customer complaints related to Network, RF coverage,Hardware failures and so on. And coordinating with other vendors to provide theneeded equipment to Replace CPE’s, antenna’s or escalate to network team to addressthe issue.