Customer Care Back Office

Bahaa Tawfeeq Arafat

Jeddah, KSA

Tel: +966*********

E-mail: ********@*****..***

OBJECTIVE:

A suitable position in a reputable company where my academic background, analytical and communication skills can be applied and further enhanced.

EDUCATION:

Bachelor Degree of Management and Economics - 2006

BACKGROUND SUMMARY:

Organization & Communication Skills:

Computer course Aug 2007 to Nov 2007.

Saudi EDI program Mar 2015

Wimax Technology & services Mar 2010

Language Skills:

Arabic: mother tongue.

good command of English.

Computer Skills:

Very good knowledge in M.S. office.

CAREER RELATED EXPERIENCE:

Wilhelmsen Ships Service: – logistics and liner coordinator

Jeddah/Saudi Arabia

From June 2017 till March 2019

Liner Main Objectives:

Receiving Manifest from origin with details verify.

Translating manifest and sending notification to the customers

Documents check and releasing D/O's to the brokers, as well as linking with EDI

Logistics Main Objectives:

Receiving pre-alerts from our agents from origin

MBL verification and sending notification to customers for BL exchange

Handling around 40-50 shipments monthly as per the incomers, import and export for Air & Ocean.

Arranging routes and schedule with the carriers and notify the customers for any changes.

Receiving enquiries from the customers and provide them with quotations.

Documents verification and submitting to brokers for clearance and delivery

Invoicing and submitting to customers as well as follow up for the payments

YBA Kanoo (Kanoo Logistics) – Operation Specialist

Jeddah/Saudi Arabia

From July 2013 till May 2017

oWorking on EDI Sys.

oData entry and Bayan printing for 30-40 shipments daily for import and export Air & Ocean

oFollow up with shipping lines for correction such as(name, weight, ETC)

oCoordinating with brokers for any amendments needed through EDI as well as updating the clearance report.

oCirculate a daily clearance report to the staff to update their clients.

Nexus Co. (Zain) Senior Agent Back office

Jeddah/Saudi Arabia

From March 2012 till October 2012

Worked in the Back Office Department as Solver Customer Networking and IT troubleshooting Issue Through (REMEDY, CSR, and Outlook) system,

Escalated unsolved Incidents to the Appropriate Resolving Team and Followed-up to Ensure Incident Resolution,

Processed Customers Reported Incidents to meet Customer Satisfaction as per the Agreed SLA.

Defined Troubleshooting Processes, work Instructions, Training Materials and then Trained Different Divisions within the Customer Care Department on the following:

1.Element Management System.

2.Customer Premises Equipment Management System.

3.SADAD Portal.

4.Unified Inventory Management system.

5.Order Services Management System.

ECCO Outsource for Go Telecom – Senior Agent Back office

From June 2009 till August 2011

Worked in the Back Office Department as Solver Customer Networking and IT troubleshooting Issue Through (REMEDY, CSR, and Outlook) system,

Escalated Unresolvable Incidents to the Appropriate Resolving Team and Followed-up to Ensure Incident Resolution,

Processed Customers Reported Incidents to meet Customer Satisfaction as per the Agreed SLA.

Defined Troubleshooting Processes, work Instructions, Training Materials and then Trained Different Divisions within the Customer Care Department on the following:

i.Element Management System.

ii.Customer Premises Equipment Management System.

iii.SADAD Portal.

iv.Unified Inventory Management system.

v.Order Services Management System.

PERSONAL FEATURES:

Date of birth: 03, August 1983. .

Marital status: single.

Nationality: palatine – Saudi Mother.

REFERENCES FURNISHED UPON REQUEST

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