As a Customer Services Representative & helpdesk agent at Zain Telecom, I was responsible for the following Attending inbound calls and responding to customer queries at call center and contact center. Being in-charge of preparing reports with masters in “Like & dislike project “assigned by the management. Major role to maintain the accuracy of IVR (Inter Active Voice Response) in case of breaking down due to heavy load on the network. Leading the team with accurate information when in confused state to avoid the recurring complications. Providing customers with up-to-date product and services information and guiding them through different processes and procedures. Furnishing the customers with complete information regarding their subscriptions, packages and services. Raising remedy tickets and assigning them to the concerned departments such as Network, Credit control and Help desk for problems and issues, which cannot be resolved immediately. Immediate follow-up on customer’s unresolved remedies and unsolved tickets. Recognize, document and alert the management of trends in customer calls. Recommending Real Time Process Improvements. Providing diplomatic services to VIP privileged customers at contact center division.

As senior Order management at Zain Telecom, I was responsible for the following: Handling trouble tickets retrieved from Remedy. Call back the customers in order to identify the root cause of the problem and provide proper advice immediate follow-up on customer’s unresolved remedies and unsolved tickets. Recognize, document and alert the management of trends in customer calls. Recommending Real Time Process Improvements. Providing diplomatic services to VIP privileged customers at contact center division.

e: As a Customer Services Representative

Customer services. Conduct Customer Simulation for all the Products, services, Offers & devices before and after the Commercial launch. Run customer simulation from customer perspective. Evaluate customer experience. Generate report with recommendation to go or not to go live. Report defects to the commercial owner and the concerned department. Reinforce CSIM recommendation and propagate through organization to implement enhancements simulating the competitors’ products/services in comparison with Zain’s products like Portal, Network, and MNP...etc. Evaluating Internal Systems affecting external customers. Evaluating Revenue-generating products that are not adding their maximum potential. Evaluating Products/services that are of concern to customers (high numbers of customer complaints or inquiries) Identify, research, and resolve customer related issues using the specified applications like TABS (Oracle Enterprise Resource Planning Package). Well versed in using different applications such as ORACLE TABS, Trouble ticket management system (BMC Software), VOMSXPRESS voucher administration, SPEECHLOG, CISCO, Verilog Impact 360 Work Force Management (WFM), and Nokia Terminal Management Server. Recommend Real Time Process Improvements

Customer services. Conduct Customer Simulation for all the Products, services, Offers

Managing Customers Feedback, Requests, and Internal Complaints Process. Develop New Procedure and Work Flow for Customer Experience. Develop E-Services And Apply Digital Policy For Sales, Complains, Claims, etc... Enhance All Customer Touch Points Such As Call Center, Complaints, Digital, Claims, and Medical Approvals etc... Enhance Weakness Points in the Organization Departments from Customer Experience Prospective To Enhance Process. Journey Map and Survey Designer. Increase NPS Rates by Minimizing Detractors Customer. Facilitates Customer Experience by Visualizing Customers\' Thoughts and Feelings through the Touch points