Program Manager

• Oct 2022 - Present

Project Manager

• Apr 2021 - Oct 2022

IT Senior Project Manager / Business Analyst

• Jul 2018 - Apr 2021

• Manage Digital transformation projects portfolio, including all self-care related mobile and web application.• Understanding and documenting business processes and workflows and their relationships to current and future software solutions;• Assisting business users and IT leadership in optimizing the scope, benefits and risks of proposed projects; help manage expectations of users and management;• To coordinate internal resources and third parties/vendors for the flawless execution of projects;• To ensure that all projects are delivered on-time, within scope and within budget;• To manage full project life cycle from scope, business case, and planning through to implementation, execution, and project closure;• To develop a detailed project plan to track progress;• Manage multiple big projects simultaneously;• Manage the relationship with the client and all stakeholders; Show less

Digital Channel Management Specialist

• Sep 2017 - Jul 2018

• Improve the Digital channels;• Implement relevant activities according to the analyzing of Digital channels reports;• Define Digital channel journey;• Administrate e-Care and Toolbar;• Research, suggest and create ideas for improvement of e-Care;• Ensure respond to customer inquiries related to the e-Care and ensure solution of subscription problems in a timely manner;• Ensure the forwarding of requests to the relevant departments in cases when they need additional investigation or confirmation; Show less

Customer Experience Management and Online Channels Specialist

• Apr 2017 - Sep 2017

• Analyze customer experience of new or current products and services;• Analyze the impact of upcoming services and offers to customers on customer experience;• Take neccessary actions to prevent negative customer experience;• Analyze the impact of bulk SMS to be sent to customers on customer experience;• In order to improve customer experience to forecast the impact of recent changes to the number of received channel requests;• Prepare requested reports within the specified timeframe; Show less

Customer Experience Management and Online Channels Specialist

• Feb 2016 - Apr 2017

• Analyze customer experience of new or current products and services;• Analyze the impact of upcoming services and offers to customers on customer experience;• Take necessary actions to prevent negative customer experience;• Analyze the impact of bulk SMS to be sent to customers on customer experience;• In order to improve customer experience to forecast the impact of recent changes to the number of received channel requests;• Prepare requested reports within the specified time-frame; Show less

Call Centre Agent / Contact Centre Customer Service Representative

• Nov 2012 - Feb 2016

• To answer customers’ inquiries according to the related programs;• To make necessary registrations via corresponding programs based on customers’ inquiry;• To answer to the customer inquiries from the first apply;• Manage inbound and outbound complex calls and situations;• Clarify customer’s needs, identify issues and provide solutions or alternatives;• Provide sustainable relationships and engage subscribers by taking the extra patience and problem solving skills;• Meet the personal and corporate team qualitative and quantitative targets on customer satisfaction;• Maintain call center database and other sells additional services;• Fast recognize opportunities and gaps, provide solutions or explaining about other existing features;• To treat customers in a polite and patient manner; Show less

IT Service Desk Engineer

• Jan 2010 - Oct 2011

• Redirect service requests, incidents and problems to appropriate user or groups; • Fulfill and track an IT related service requests from users; • Register all service desk interactions; • Advise user on appropriate action; • Desktop setup & management; • Provide advice, support and practical assistance to system users via the IT service desk telephone system and remote support software tools; • Redirect service requests, incidents and problems to appropriate user or groups; • Fulfill and track an IT related service requests from users; • Register all service desk interactions; • Advise user on appropriate action; • Desktop setup & management; • Provide advice, support and practical assistance to system users via the IT service desk telephone system and remote support software tools;