Experience

Technical Art Concepts (TACME)

• United Arab Emirates
• IT Services and IT Consulting
• 1 - 100 Employee

• IT Project Manager

  • Nov 2020 - Present



du

• United Arab Emirates
• Telecommunications
• 700 & Above Employee

• IT Project Manager

  • Jun 2007 - Sep 2021

  Extensive knowledge of customer relationship management, fundamentals of business analyst, and business process modeling. •Proficient in using various CRM tools such as Siebel, BSCS, HPSA, HPSM and Pivotal. •Comprehensive knowledge of data validation and data analysis process and techniques •Analyzing sales data and preparing the sales and operational performance reports of the company periodically for review by all levels of management. •Assisting the Front Office Manager with the supervision of the front desk sales staff to increase the sales volume. •Evaluating the sales trends and records and evaluating performance calculated against sales quotas. •Successfully implemented numerous sales policies as per the latest trend with the use of CRM systems such as J-Cash & DFO. •Involved in evaluating the current economic situations of the market and preparing sales forecasts accordingly. •Prepared Brand Score Card, Marketing Plan and SWOT Analysis for du vis-a-vis competition (Etisalat). •Involved in developing strategies for Consumer Behavior and managing marketing programs that drive revenue generation and producing campaign analytics reports as required. •Monitoring and analyzing sales volumes, prices, customer services, target market and competitor analysis. •Supervising and maintaining Marketing plans, programs, and initiatives that are strategic assets to the business. •Involved in analyzing the Customer feedback and oversee the outcomes and set up accounts containing respective ideas, conclusions and all-purpose guidance. •Assisting and giving trainings to the new staff to resolve all the customer complaints and queries at front desk and preparing the KPI Reports of sales executives.



du - Emirates Integrated Telecommunications.

• Dubai

• Training Specialist - Human Resources - Emirates Intergrated Telecom Company (du)

  • Jun 2010 - Jul 2011

  • Designed, developed, delivered and evaluated training for all functional role requirements and skills development. • Provided feedback to line managers on delegates’ performance during & post training. • Worked closely with line trainers to ensure quality dissemination of knowledge. • Liaised with Marketing, Product/ Project Managers, IT, CEA, Suppliers, and QA teams. • Published the training materials on the organization’s e-library page and send a monthly e-quiz to Customer Care and Retail staff. • Managed and delivered training for events’ promoters such as MECOM, Dubai Summer Surprises, Dubai Shopping Festivals, and Gitex. • Participated in/ and managed the training of major projects such as: Number Booking Campaign (NBC), Fixed Services Re-Launch (FrL), Fixed Enterprise Data Migration (FEDM), Fixed Services nation-wide launch (FNL), Mobile Number Portability (MNP).



Etisalat UAE

• United Arab Emirates
• Telecommunications
• 700 & Above Employee

• Customer service team leader

  • May 2003 - Apr 2007

  • Manage Employees and ensuring business standards. • Motivating Employees and ensuing business needs are met. • Communicating with different departments to ensure product knowledge. • Resolving special services customer requests • Activating deactivating trouble shooting of customer different services ( Fixed and Mobile ) • Manage customer services ( add on services ). • Escalate customer issues to the related departments. • Provide customer with short codes for deactivate or reactivation of different services.



Ajman University Of science & Technology network

• UAE - Ajman

• Teaching Assistant

  • Sep 2003 - Jul 2005

  • Integrate customer profile and details. • Educate customers about the benefit of integration. • Explaining the security need for integration. • Provide customer with free services along with data integration. • Integrate customer profile and details. • Educate customers about the benefit of integration. • Explaining the security need for integration. • Provide customer with free services along with data integration.



Mobily

• Saudi Arabia
• Telecommunications
• 700 & Above Employee

• Customer service team leader

  • Jan 2001 - Jan 2002

  • Supporting Saudi Mobily Customer sales and technical support. • Ensuring Service level and connectivity to Saudi Mobile Customers • Manage Employees and ensuring business standards. • Motivating Employees and ensuing business needs are met. • Communicating with different departments to ensure product knowledge. • Resolving special services customer requests • Activating deactivating trouble shooting of customer different services ( Fixed and Mobile ) • Manage customer services ( add on services ). • Escalate customer issues to the related departments. • Provide customer with short codes for deactivate or reactivation of different services.