 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