MUHAMMAD JAWAD
Back-Office Enterprise Channel Ops & Activation Specialist
Dubai,Academic City
Summary
Skilled Back Office Operations Executive at du Telecom with experience since August 2023, specializing in consumer and enterprise activation. Proficient in tools like CRM, BSCS, DSP Tracker, EDMS, and various operational platforms including Bulk Business Tool and IT Service Desk. Adept at handling service provisioning, SIM activations, shortfall requests, and workflow analysis to ensure accuracy, efficiency, and SLA compliance.
Overview
5
5
years of professional experience
Work History
Enterprise Channel Support & Activation Specialist
Du | Edara
09.2024 - Current
- Process mobile service requests including Activation, VAS, MNP, Migration, OMT, and service upgrades/downgrades across diverse sales channels such as SME, LE-ME, Retail, Partners, Key Accounts, and Government sectors.
- Ensure accurate and timely execution of enterprise service orders while aligning with customer expectations and business objectives.
- Communicate directly with clients to gather requirements, address service requests, and provide real-time updates on order status.
- Manage and resolve customer complaints from multiple verticals through effective coordination with Sales, Marketing, IT, and Back Office departments.
- Monitor daily operations and support service continuity through email, phone, and in-person interactions.
- Troubleshoot issues promptly and identify root causes to ensure seamless service delivery.
- Support the adoption of new workflows and systems, promoting additional value-added services to clients.
- Analyze customer feedback and order trends to enhance service efficiency and customer satisfaction.
- Contributed to sales team success by providing expert support during client presentations, highlighting product features and advantages related to easy activation processes.
- Supported continuous improvement initiatives by participating in regular team meetings and sharing best practices with colleagues.
- Managed multiple simultaneous activations while maintaining strict adherence to deadlines and quality standards.
- Maintained detailed records of all activations completed, allowing for accurate reporting and analysis of trends over time.
- Coordinated logistics for events, ensuring timely delivery of materials and resources for seamless execution.
- Leveraged CRM tools to manage customer interactions, improving response times and service quality.
Backoffice Coordinator (Consumer & Enterprise)
DU Emirates Integrated Telecommunication
08.2022 - 08.2024
- Managed Consumer and Enterprises Customers Activities and WO's
- Wok on different technologies as a new,upgrade, downgrade, relocate and migration
- Using Tools CRM, DU GIS, NC, SP ESP tools IT Service Desk
- Coordinating with other departments through emails and escalating critical issues with the
relevant departments accordingly - Deep knowledge of products, Technical issues, and the resolution in minimal times
- Proactively contacting each customer regarding their technical and supportive issues and
take appointment to assign FE. - Coordinates with FE's to manage the work load
- Following up on all new and existing customers that are facing the issues
- Expert on all Spectra Logic tools and systems
- Managed with submitting and closing activities and customer WO Provided detailed description of issues in activities system.
- Create help desk documentation with step by step instructions to the Collogues
- Resolve critical network problems Assisting the Front Office team Provide high-speed data transmission services
- Planning for upcoming tasks
- Provide status reports to management
- Handling customer request as Relocation & Upgrade packages and downgrade packages of technology services
- Received the IP Phones ceased and send to NOC to remove the configuration and issue to the Technicians. Provide status reports to management
- Completed bi-weekly payroll for 30 employees.
Back Office Executive / Remotely
DZS SECURITY LTD
01.2023 - 06.2023
- Assisted in coordinating and managing security operations for multiple client sites through remote communication channels.
- Processed incoming documentation accurately, ensuring compliance with company protocols.
- Coordinated communication between departments, facilitating timely information exchange.
- Assisted in training new staff on back office processes and system usage for improved performance.
- Supervised clerical staff to guide overall strategic direction.
- Assessed special reports, summarizing information and identifying trends to guide decision making.
- Hired, trained and on-boarded new team members and conducted evaluations to boost performance.
Database Developer
ISOFT IT Training and Consultancy
03.2022 - 08.2022
- Design, develop and implement database systems based on customer requirements.
- Developed and optimized complex SQL queries to enhance database performance and reliability.
- Designed and implemented database schemas aligned with business requirements and best practices.
- Created and updated database designs and data models.
- Built databases and table structures for web applications.
- Collaborated with cross-functional teams to gather data requirements and ensure data accuracy.
- Modified databases to meet needs and goals determined during planning process.
- Evaluated, designed, implemented, and modified databases and database applications.
Customer Service Representative
MALAK EXCHANGE DEANS PLAZA
02.2020 - 03.2021
- Taking care of incoming calls and customer service questions.
- Managed cash transactions accurately, maintaining compliance with financial protocols.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Bachelor of Science - Computer Science
Agriculture University Peshawar Pakistan
Pakistan05.2021
No Degree -
Diploma Information Technology
Pakistan02.2020
Skills
- SQL (Structural Query Language)
- Procedural language extensions to SQL
- Form Builder &Report Builder
- Typing Speed 35 to 40wpm
- Windows Installation
- Ability to work in a team and under pressure
- Good communication skills
- Possess good verbal and written communication skills
- Quick learner and ability to work under pressure
- Possess good management and organizational skills
- Microsoft Office Specialist
- CRM software
Languages
English
Advanced (C1)
Urdu
Bilingual or Proficient (C2)
Pushto
Bilingual or Proficient (C2)
Timeline
Enterprise Channel Support & Activation Specialist
Du | Edara
09.2024 - Current
Back Office Executive / Remotely
DZS SECURITY LTD
01.2023 - 06.2023
Backoffice Coordinator (Consumer & Enterprise)
DU Emirates Integrated Telecommunication
08.2022 - 08.2024
Database Developer
ISOFT IT Training and Consultancy
03.2022 - 08.2022
Customer Service Representative
MALAK EXCHANGE DEANS PLAZA
02.2020 - 03.2021
Bachelor of Science - Computer Science
Agriculture University Peshawar Pakistan
No Degree -
Diploma Information Technology
Personal Information
- Nationality: Pakistan
- Marital Status: Single
- Visa Status: Employment Visa
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