• Feb 2022 - Present

Conduct Program /project meetings, define project objectives and scope, track risks,assumptions, and manage detailed project schedules internal & external . Ensure that all projects are delivered on -time, within scope and follow Etisalat ITPMO methodology. Develop a detailed project plan to track progress and associated communicationsdocuments. Track project milestones and deliverables and report progress risks issues in timelymanners to get proper management attention to put the project on track. Pro-actively manage changes in project scope identify potential crises and providecontingency plans. Monitor UAT on both staging & production environment and insure all the testscenarios are as per the provided UAT scenarios Report the defects back to IT and follow up on the defects resolution. Conduct and document weekly status review for upper management. Identify and resolve issues and conflicts within the project team. Create and maintain comprehensive project documentation. Perform risk management to minimize project risks. Show less

• Aug 2019 - Feb 2022

Conduct project kick-off meetings, define project objectives and scope, track risks,assumptions, and manage detailed project schedules using Microsoft Project. Ensure that all projects are delivered on -time, within scope and follow Etisalat ITPMO methodology. Develop a detailed project plan to track progress and associated communicationsdocuments. Track project milestones and deliverables and report progress risks issues in timelymanners to get proper management attention to put the project on track. Pro-actively manage changes in project scope identify potential crises and providecontingency plans. Monitor UAT on both staging & production environment and insure all the testscenarios are as per the provided UAT scenarios Report the defects back to IT and follow up on the defects resolution. Conduct and document weekly status review for upper management. Identify and resolve issues and conflicts within the project team. Create and maintain comprehensive project documentation. Perform risk management to minimize project risks. Show less

• Jul 2017 - Jul 2019

Enhance and facilitate the work flow throw uploading new systems. Managing Projects required for operational enhancements. Provide analytical reports for the services done during a previous period accordingto the delegations. Support the back offices team in their global escalation.

• Nov 2015 - Jun 2017

Ensure that all customers complaints are received and handled efficiently in a waythat exceeds our customers expectations. Follow complaint management processes and policies whilst living up passion forour customers. Analyze and solve customer complaints using customers eyes and find the rightbalance with the need to improve and sustain business profitability. Interact with all concerned internal and external parties in a highly professionalmanner. Manage and monitor all cross-functional projects with different departments relatedto complaints management’s issues. Be a driver for customer satisfaction and loyalty. Prepare pre meeting requirements including invitations, agenda and documentation. Continuously monitor competitive related activities. Complete awareness of escalation process and matrix. Excellent follow upper and persistent problem solver. Attending UAT, Kick off meetings Handling floor activities. Handling off board assignments (reporting activities, shared audit cases). Being Mentor for new team members. Customer Centricity Creates a positive internal customer experience during internalcustomer journeys and touch points Innovation Continuously learn new trends in the market and propose new ideas,approaches and insights Operational Excellence takes responsibility— Accepts responsibility for outcomes ofones work; with focus on accurate high quality operations daily routine, processesand workflows. People Management Demonstration of team spirit and a proactive collaboration withcross functional projects. Demonstrate company values and compliance withcompany policy. Show less

• Nov 2014 - Nov 2015

Handle escalations trouble tickets and report service level daily to management. - Answer all incoming technical calls “complaints and inquiries” in a friendly, professional and efficient way. - Resolve customer issues, and complaints about any technical problems related to Etisalat services and products such as “Mobile internet, BlackBerry, 3G Devices and ADSL”.

• Nov 2012 - Nov 2014

Handle escalations trouble tickets and report service level daily to management. - Answer all incoming technical calls “complaints and inquiries” in a friendly, professional and efficient way. - Resolve customer issues, and complaints about any technical problems related to Etisalat services and products such as “Mobile internet, BlackBerry, 3G Devices and ADSL”.

• Feb 2011 - Nov 2012

- Answer all technical incoming calls ”complaints and inquiries” in a friendly, professional and efficient way, resolve customer issues, and complaints about any technical problems related to Etisalat services and products such as “Mobile internet, BlackBerry, 3G Devices and ADSL”. - Supporting training team. - Supporting second line ADSL Team. - Supporting second line GSM Team.

• May 2010 - Jan 2011

- Answer all technical incoming calls in friendly, professional and efficient way also answering customer inquiries within the call, and follow up if needed to resolve customer issues, and complaints about any technical problems related to Vodafone All services and products “router configuration, enhancing land line parameters & configuring ports. - Supporting second line Technical / Billing ADSL Team./ Premium team / Platinum team / Corp. account managment

• Jul 2009 - May 2010

call cen- Answer all incoming calls in friendly, professional and efficient way also answering customer inquiries within the call, and follow up if needed to resolve all customer issues, and complaints about any technical problems related to Vodafone services and products “MI configuration,

Sales Representative

• Jul 2007 - Apr 2008

Sales Specialist

• Jun 2006 - Jul 2007

Journalist

• Jan 2006 - May 2006