Have an extensive experience in management, leadership, trouble shooting, complaint management while working with different Startups and Telecommunication Sub cons, Vendors at different projects of Saudi Arabia and Pakistan
Over the period of 10 years I have learnt professional behavior and groomed myself. Completed and Successfully hardcover many Short /Long term projects related to Telecom RF Planning and Customer end.
Skilled at managing operations, setting strategic goals, supervising motivating staff and Meeting deadlines..
Coaching Supervising that leads to leading the aftersales team.
Responsible ensuring end to end resolution customer complaints.
Taking escalations to retain the customers.
Resolving all credit card, product quality/quantity application related issues.
Insights from the quality reports to identify the requirement of coaching.
Sharing the ideas to make the process cost efficient.
Keeping eye on Low Performers work on them for improvements.
Reporting of CSAT Analysis on daily weekly monthly basis.
Making efforts to reduce the ALCs at company end for more cost effective.
Monitoring the work of individual representatives of the team.
Maintaining a pleasant working environment for the team.
Conducting the different sessions to improve the QA attributes of teammates on monthly and weekly basis.
The responsibilities also include training and coaching newly onboarded employees about different SOPs.
Among pioneer who was a part of Aftersales team.
Deal with all customer related queries.
Queries including technical complaints related to App, Prepaid cards and complaints regarding Orders.
Resolving all credit card, product quality/quantity complaints as well as all social media and voice of customer complaints.
Having different feedback surveys related to our deliveries.
Examine the customer requirements and their suggestions.
Building a gap between customer & upper management regarding Cx Exp.
Analyze customer feedback develop new techniques to retain them.
Part of first Launch of Successful order deliveries related to Electronics and Qurbani Categories
Handle Customers Complaints to ensure perfect resolutions.
Take extra mile to engage customers taking large number incoming calls.
Escalate unresolve queries to respective depts. for accurate reversal
Identify and assets customers need to achieve satisfaction.
To follow company policies SOPs and procedures dutifully.
To remain updated on all current policies, promotions & VAS offered by the company by attending shift meetings refresher sessions.
To communicate effectively and efficiently while handling customers online and display strong effective management techniques by doing multitasking
Job Responsibilities
Leading Team of 15 Resources of RF Drive Test Engineers/ Riggers.
Making daily plan with customer requirements and understanding.
Assuring of all safety tools with all team members following EHS and ISDP.
Analysis of drive test log files and troubleshooting the problems.
Optimization of Bad Patches in Cluster Drive.
Responsible for all report writing and Post processing for SSV, Complaints reports
Site Auditing and Verifying Hardware, Tilt, Antenna height and Orientation,
Using the Assistant tool to observe the parameters like RSRP, SINR, PCI.
Prepare project tracker for management to cross check the project outcome & proposed the new ideas and discuss in monthly MOR meetings
Manage all the project logistic issues, resource movement from area to area and proposed the new resource hiring to HR for project needs
Pre post drive test of cluster to check improvement of newly swapped equipment.
Responsible for coordination of Swap, Cluster Drives, & Customer complaints
Deal with Customer Queries and managing PO as well for billing.
Finding the swap, Interference in the sites during the optimization & resolve the swap. Missing neighbors, Soft Handover using drive test data with field teams.
Job Responsibilities
Worked on different IBS include large buildings for Pre/ Post WT.
Analyzing Logs for different coverages.
Making Detailed reports that includes stationary and Functional tests
Spillage tests making assure that indoor site does not serve outside Work
Sites that I covered include:
Ritz Carlton Hotel, Riyadh
King Saud Medical city, Riyadh
Othaim Mall, Hafouf Al- hasa
Intercontinental Hotel, Hafouf Al- hasa
Intercontinental Hotel, Madinah
Dar-ul-Eman Hotel, Madinah
Al khifa Tower, Dammam
Rashid Mall, Khobar
Parking Plaza Mall, Riyadh
King Khalid Airport. Dammam
Job Responsibilities
Leading Team of 08 Resources of RF Drive Test Engineers/ Riggers
Responsible for coordination of Swap Activities, Cluster Drives
It also includes Customer Complaints and pre- post Drive Test.
Making daily plan with customer requirements and understanding.
Prepare the project tracker weekly and monthly for management
Proposing new site after analysis of coverage issue. Coverage by checking sectors, down tilt/Up tilt, power increase/decrease
Arrange team to attend customer complains on time, take decision upon initial analysis, & implement the necessary changes to fix customer issues.
Improve site, cluster, changing antenna type/design and RF-field changeable parameters to improve performance (KPI) numbers
Identify the Call setup Issues, Handover Failure and Drop Call issues. Make recommendations for all the issues related to RF Optimization.
Arrange resources & control project progress in prop. financial figure.
Job Responsibilities
Extensive use of GENEX Probe tool for Drive testing. (3.5,3.14)
Site audit reports including Site configuration, Antenna Height & Tilt
Testing while focusing on different parameters PCI, RSRP, SNIR.
Points tests include download, upload, ping and attach detach
Tests observations at 3 different positions for all sectors of a site.
Drive testing in an Idle, dedicated mood, CSFB, Cell reselection, handovers.
Job Responsibilities
Pioneer Batch that launched LTE- 4G in Jeddah and Riyadh
Achieving test on Samsung Dongle and Post sites Drive Test using Optis
Test terminal for drive test is a USB dongle type terminal for mobility.
Checking the Radio parameters like RSRP, SINR using OPTIS
Measuring of throughput (UL) Ping tests measured by FTP service.
Site configuration, Antenna Height, Azimuths and tilts.
Make the necessary changes such as changing the azimuth.
Performing 1p and 3p and 20 points for sites and DL UL throughput tests
Job Responsibilities
Grooming of existing as well newly inducted call agents.
Creating a team spirit among team members.
Motivating them to make them achieve the individual and team targets.
Provide 100% satisfaction level to the client (Telenor).
Reporting monthly performance of the team members to Team Leader
Making strategies to stream line processes (SOP) for improvement
Worked as internee, Managing all data and records of different internees
throughout a department.
Worked under the supervision of ZTE.
Locate the best location of new sites for ZONG.
Maintaining the SSR reports
Development and implementation Project Plans for Site Acquisition.
Coordination with TMA officials for clearance of sites.
Implementation Project Plans for Build Out at CMPak project with ZTE
Prepare all progress and analytical reports regarding Project