Win Back program was founded to re acquire our customers with presently non active maintenance contracts.• Problem Solving and decision maker in anything related to the program.• Focal point for any technical queries or escalations within the win back program. • Leading meetings for continuous analysis of the program records. • Setting responsibilities for Co leads. • Conducting meetings with the Co leads to discuss their areas of development and how to use it in enhancing the program. • Responsible on delivering feedbacks on Co leads to their managers.• Interviewing and recruiting new Co leads when needed.• Delivering required trainings and updates for the team members.

Delivering training sessions for the new hired analysts to be able to start their working career in the Tech Refresh team, as well as refreshment sessions for any updates regarding the process.

• Duties of the auditor is to aim for always checking the quality of cases that all members work so as to highlight any errors and send score cards to team members and their managers as well as coaching them to provide the best quality.• Also attending quality team meetings where discussions made for always doing process enhancement.

• Providing pre-sales operational support by providing both estimates which is a pre-quoting document that provides an approximate price that may vary 15-20% from the quote price as well as quotes which is an exact price for the warranty offered and it can’t be changed once it has been accepted by the customer.• Being a part of the team working on process SOP which is a document including all types of requests and how to handle it so as to be a guide line for team members while they are handling their cases.• Being a part of the buddy program, duties include coaching and mentoring new analysts after finishing the training phase to work on live cases.• Delegation tasks include, responsibility of the attendance sheet of our team and managing all coverage needed in any public holidays or end of quarters and at the same time satisfying all team members.• Also assigning special programs or tasks required from the team to team members.• Being a part of the Glitter Gang Team, a team that aim to find ways to engage team members by organizing fun activities and events.

- Win Back program was founded to reacquire our customer with presently nonactive maintenance contracts.• Analyzing the program records and reports and present it to the management team on monthly meetings.• Continuous follow up and assuring the quality of the cases and that it is resolved within the requested timeframe.• Working on continuous improvement of the operational process.• Delivering required trainings and updates for the team members.• Responsible for intercommunication between the teams and identify areas of improvements.• Focal point for any technical queries or escalations within the win back program.

• Conducted research, gathered information from multiple sources and presented results.• Execute the plan and managing all activities to ensure that all the objectives are met and that the solution works as expected. The solution should be tested in terms of functionality, performance, reliability, stability and compatibility with other legacy and / or external systems.• Responsibility for the organization, reporting and follow-up for validation of courses, collaborations and units which has been devolved to the faculty• Provide support to the Associate Dean (Academic) by monitoring and conducting an analysis of data relating to teaching and learning, and the student experience, in relation to the activities such as student feedback, retention, completion, and student surveys.• Take responsibility for all documentation relating to learning, teaching, and quality and auditing, accreditation events and other quality assurance events.• Oversee the timely presentation and consideration of External Examiner nominations to the relevant staff and committee, and maintaining records of reports from and responses to external examiners.

• Conduct classes at the faculty of Engineering, Department of Electronics and Communications as well as help in designing course materials, construct tests, grade assignments.• Assist faculty members with classroom instruction, exams, record keeping, and help them with their projects.• Provide assistance to faculty members or staff with laboratory or field research.• Schedule and maintain regular office hours to meet with students.• Arrange for supervisors to conduct teaching observations; meet with supervisors to receive feedback about teaching performance.• Tutored struggling students individually and in small groups to reinforce learning concepts.

• Responsible for troubleshooting to restore service operation as fast as possible in these regions; North America, Western Europe, Switzerland and Australia.• Became familiar with Clarify, Carrier Management Tool, the Putty and the Agent Assistant.