Sayed Hasan Amin Email & Phone Number

Project Manager to build Beyon Data center (6MW) .. efficient, flexible, customizable, scalable facility and adherence to world-class standards.

Manama

Hamala, Northern Governorate, Bahrain

Monitor the implementation of all strategies, policies and activities relating to Enterprise customer service management. Maximise revenue, profit and customer retention by building a centre of excellence and enhancing customer satisfaction for sustained customer growth.• Lead the implementation of the service management and assurance strategies, policies, processes and standards and ensure their alignment with the overall corporate strategies and objectives• Oversee the operations of Service Management Centre and Customer Care & Order Management; monitor service availability and adherence to pre-defined procedures ensuring department KPIs are achieved with high quality standards• Build strong and positive relationships with top business accounts and provide dedicated account service managers to act as advocates for customers within Batelco• Monitor the resolution of escalated customer issues, complex or critical customer enquiries or complaints and ensure customer satisfaction at the core of all decisions• Ensure all recurring complaints are resolved on priority to improve business efficiency • Ensure implementation of an effective customer feedback strategy, through open and receptive communication channels with customers. Ensure complete consideration of customer feedback while planning and implementing various improvement initiatives• Ensure efficiency and effectiveness of employee rostering to handle the work volume in all the shifts• Monitor the implementation of solutions to improve business operations efficiency and staff performance• Review and approve Business Performance Reports (BPR) for the Enterprise Service function and share them with the management for performance review and action planning• Monitor the execution and implementation of all projects/ initiatives for the department and organization as identified from time-to-time in alignment with business needs

Hamala

Leading NBN Service Management Center - Batelco separation project as per National Telecommunications Plans set by crown prince office.

Service Management Center

Monitor and oversee the operations of Service Management Centre to ensure efficient and effective technical support to Enterprise customers for all Data or Fixed Line Services. Maximise customer satisfaction and support the organization in maintaining customer relationship and building customer loyalty.• Monitor the operations of Service Management Centre to ensure maximum and continuous service availability and adherence to pre-defined procedures • Handle escalated customer issues, complex or critical customer enquiries or complaints• Ensure timely and accurate progress updates on faults or incidents are shared with customers• Review recurring complaints, take corrective action to ensure complaints are not repeated• Monitor adherence to the plan for conducting process and quality compliance checks and ensure timely feedback is shared with the agents and the team leaders• Review department performance against the target indicators (KPIs), identify and drive the implementation of solutions for improving efficiency and staff performance • Review and approve Business Performance Reports (BPR) to be shared with departments and management for performance review and action planning• Monitor adherence to employee rosters and ensure adequate staffing of the shifts to manage the work volume • Regularly review operational processes, policies and practices. Recommend corrective actions to enhance quality of services and sustain customer loyalty• Undertake execution of any project/ initiative for the department and organization as identified from time-to-time based on business needs

Service Management Center

Lead the operations of Service Management Centre to ensure efficient and effective technical support to Enterprise customers for all Data or Fixed Line Services. Maximise customer satisfaction and support the organization in maintaining customer relationship and building customer loyalty.• Supervise the activities of Service Desk Analysts and ensure timely and correct resolution of customer’s query or complaints related to technical faults or issues • Prioritise service request and schedule appointments for Delivery and Assurance Engineers for on-field resolution of technical faults• Meticulously monitor process of resolving technical faults or issues and ensure to the timelines and quality measures • Handle escalated customer issues, complex or critical customer enquiries or complaints• Ensure regular monitoring of routers/ nodes and monitor adherence to preventive maintenance schedule• Analyse the recurring complaints and propose plan to ensure complaints are not repeated• Review team performance against the target indicators (KPIs), identify and recommend solutions for improving efficiency and team performance • Review and ensure timely sharing of the progress updates on faults or incidents with customers• Review and ensure completion of required documentation and updation of log call details in the system• Review and ensure timely and accurate maintenance of customer’s database and records• Prepare and monitor adherence to employee roster• Keep abreast of market trends in Enterprise Segments, Batelco’s product and service offerings to guide the team on providing better customer service • Undertake execution of any project/ initiative for the department and organization as identified from time-to-time based on business needs

Service Delivery & Assurance

Serve Enterprise clients by providing delivery and assurance services for various telecom solutions: Voice Equipment, PBX’s, Datacom Networks, Datacom CPE’s and IP technologies ensuring adherence to quality standards and maximizing customer satisfaction.• Understand and analyse solution requirements and prepare role based technical configuration• Install, test, maintain and repair various telecom solutions(PBX, Datacom Products and IP solutions), within the defined timelines ensuring maximum customer satisfaction and adherence to Quality standards• Resolve client queries, escalations at the time of configuration• Analyse and investigate all types of customers’ complaints to define source of problem, determine a solution, and follow up with other departments and Account Managers for providing feedback to customers to ensure their satisfaction• Analyse, trouble shoot and perform testing for all customer reported faults, ensuring customer service is restored rapidly. Provide immediate or alternative solutions in case of systems failures• Provide technical guidance and support to Clients, Account Managers, and Product team, in case of delay in service provisioning or major outages on customer services• Conduct technical evaluation of new products and produce reports to highlight valid reasons for acceptance or rejections• Liaise with internal departments to investigate the reasons for service outage and submit technical reports to business customers• Maintain and update all the related systems documentations and records• Undertake execution of any project/ initiative for the department and organization as identified from time-to-time based on business needs

Service Delivery & Assurance

Service Delivery & Assurance

Master Of Science - Msc, Information Systems Management, Merit

Bachelor Of Business Information System, Information Technology

Secondary, Business/Commerce, General