Raghda Shararah Email & Phone Number

Key Responsibilities:• Define End-to-end customer journey through different lifecycle stages to cover the gaps and define the actions required to enhance the whole customer experience• Lead the development of all commercial new initiatives related to Mobile, Broadband, IoT and Digital projects for both B2C & B2B solutions• Lead new solutions & features provided by 3rd party starting from Request For Proposal "RFP" with vendor negotiation through solution Implementation until UAT & launch phase In coordination with all commercial & stakeholders• Provide workarounds for any problems that rises during the planning/ implementation of any projects• High level monitoring over customer complaints to proceed with Improved process to maintain the best customer experience• Conduct training sessions for the team' new hires to share Products Developments procedures so they can be ready to lead the commercial requests effectively √ Recent achievement -- 5G --Leading the Development & Launch of 5G technology as a new revenue stream in Umniah in both types ( Home & Portable )The whole project has been launched successfully and on time with zero errors, where Umniah recognized as the 1st operator in the Jordanian market launched 5G Technology.

Key Responsibilities:• Translate the commercial requirements into technical specs, and specify all required business rules to finalize the customer journey for any new service or product• Define & Manage all commercial requests & campaigns assigned through roadmap and implementing them with technical teams using scrum framework• Train front liners & CC team leaders for any new features & products lifecycle to answer all user’s questions and concerns for the provided services in professional manner • Find new solutions to provide our products & services with competitive edge to the market √ Major achievement -- CBS 5.2 --Leading the Migration as Commercial owner for all Umniah' Postpaid segments ( Mobile / 3G / 4G / TDD & Fiber ) for both ( Residential & Corporate ) segments to the new billing system CBS 5.2 with Utilizing the new features to achieve commercial goals & market needs

Key Responsibilities:-• Develop new products and services through scrum framework• Follow up with different technical teams to deliver all requested business projects within the agreed time frame• Define and conduct the required UAT scenarios for any new product/service to assure that all business requirement are successfully implemented according to products development requirements √ Major achievement -- CVM Campaigns --Decreasing the consumed time to define & launch the marketing CVM campaigns for prepaid mobile segment by 40% by automating the cycle through CRM

• Responsible for handling customers’ complaints received through various communication channels to fulfil customers’ needs and achieve high level of customer satisfaction.• Handling customer complaints received through the CRM case management system, solve within SLAs, and provide high quality service.• Providing the CC technical support management with frequent feedback about any trending abnormal cases

• Handling Inbound and Outbound calls te serve customers’ needs