Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Outgoing Order processor with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
Back Office Lead
Derby Group (ETISALAT PREMIUM CP)
Dubai
10.2022 - Current
Sales Processing:
Fixed via Automation (New, Migrations, FNP):
1. Successfully raised an automation order on the CPP portal, identified the IT errors,followed up with different levels of the IT team (up to L2 / L3 level escalation), and
Resolved the issues.
2. Following up with sales planning for resolution of miscellaneous errors like partysubtype, document duplication on BCRM and CBCM.
3. Raising different complaints in order to follow up and get support from the BCRM IT Team.
4. Follow up with the SR support team / FAST-SD to ensure that all fixed SRs raised from automation are close in order to complete the request with a specific TAT.
1. Support and update the sales tracker on a daily basis so as to publish sales reports on a daily basis for both management and the internal sales team
2. Engage on daily MIS reporting formulating Sales and request closure to keep Customer Base (managed Etisalat clients) healthy. 3. Engage on daily MIS reporting formulating Sales and request closure to keep Customer Base (managed Etisalat clients) healthy. 4. Manage database of customers along with sales and service delivery operation order report that formulates daily, monthly, quarterly and annually sales (revenue) forecasting
5. Specialist on Customer Profile management on Channel Partner Portal (CPP) part of Business CRM (BCRM) and Corporate Billing Customer Management (CBCM).
6. Strong Knowledge on Key Approvals required to acquire processing stage complete (based with ETISALAT terms and policies).
7. Follow up on cases requiring special attention via email, Business CRM and CPP making bond strong with to achieve results.
8. Continuously seek and develop skills to withstand dynamic changes on Telecom via training, seeking, learning, experiencing and so on.
9. MIS coordination, MTD, Ivory and tracker data analysis on daily basic using Excel
Back Office Executive
Foxlinks Etisalat
Dubai
07.2019 - 03.2020
Improved employee and client retention rates through active communication and problem-solving efforts.
Organized office operations, leading daily activities and controlling correspondence.
Produced reports, contracts and correspondence using various software.
Worked with IT department to address technology issues and shortfalls.
Advised on technical improvements to enhance internal systems and processes.