Customer Service Sales

[pic] IMAD EDDIN JAMALI

P.O. Box **** Dubai, U.A.E.

Tel: +971*********

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

PERSONAL DETAILS

. NATIONALITY: Syrian

. PLACE & DATE OF BIRTH: Riyadh, KSA, 12th July 1979

. MARITAL STATUS: Married

. LANGUAGES: Arabic & English; Fluent

CHARACTERISTICS: Hard Working, Quick Learner, Team

Player, and Sociable.

. DRIVING LICENSE: In possession of a Valid U.A.E.

Driving

License

. HOBBIES: Basketball, Football,

Swimming, Cinema

Qualification Summary

Functional consultant Oracle Utilities customer care and billing system

(CC&B) with Eight years experience.

Oracle Certified - CC&B Implementation Specialist, Oracle Utilities

Customer Care and Billing 2 Sales Specialist and Oracle Utilities Customer

Care and Billing 2 Presales

Specialist.

5 projects implementations (full life cycle). Three Projects in UAE and two

in KSA. Currently implementing CC&B 2.4 for Sharjah Water and Electricity

Authority

Customer Service Professional with over than Seven years of experience in

UAE in the area of customer service management, service quality, Sales,

business process design and implementation, and customer service center

within Multinational Companies.

EMPLOYMENT

14th December 2008 - Till Date:

Global Technology Services (ENOC subsidiary company), www.gtsuae.com

Dubai UAE - Senior Business Architect for Oracle Utilities

GTS provides a spectrum of IT consulting and Implementation services

across industries such as, Oil and Gas, Trading & Distribution,

Banking and Finance, Retail Automation, Manufacturing.

Job description:

. Prepare functional designs as per business requirements

. Provide Orientation Training to the users.

. Configure and perform unit tests as well as assists the users in the

UAT phase.

. Builds a strong relationship with business experts and translates

business requirements into system requirements and system settings.

. Documents business requirements and analyzes impact of the changes.

. Involves in implementing solutions, advising and supporting system

users.

. Prepare training materials for CC&B and provide user training for

the same

. Testing detailed functional designs for business solution components

. Prepare UAT, FAT test scripts and provide testing for the same

Projects:

. Automatic Meter Read Implementation (AMR):

Abu Dhabi Water and Electricity (ADWEA) 2009

. CC&B Upgrade Project ADWEA from 2.0.1 to 2.1.0

Abu Dhabi Water and Electricity (ADWEA) 2009

. Oracle Utilities Customer Care and Billing System Implementation

(CC&B) 2.3.0

Ministry of Water and Electricity (MOWE) Medina Directorate in KSA

2009-2011

. Oracle Utilities Customer Care and Billing System Implementation

(CC&B) 2.3.0

Ministry of Water and Electricity (MOWE) Tabuk Directorate in KSA 2011-

2012

. Currently implementing CC&B 2.4 for Sharjah Water and Electricity

Authority

8th March 2006 - 11th December 2008

Veolia water company, www.veoliawater.com

Ajman U.A.E - Customer Service Manager (Back Office), Ajman Waste

water Project

Veolia Water Company is the world leader in engineering, design and

execution of construction projects for turnkey facilities and water

treatment plants.

Job description:

. Plan, organize and control resources for optimal utilization to

deliver appropriate customer service

. Develop long term capacity plans and provide accurate workload

predictions for annual budgeting and planning.

. Develop and maintain departmental budgets and performance goals and

ensure the same is achieved.

. Ensure staff is motivated and conduct performance review for all

staff.

. Identify team and individual training needs and develop plans for

immediate and long term performance improvements and oversee the same.

. Conduct performance appraisal for all staff.

. Ensure compliance to process and procedures and ensure that process

and procedure are current and periodically review for any risk related

gaps.

. Provide management information and analysis regarding workload,

traffic distribution, service performance.

. Managing all the issues related to the plots ( creation,deletion,

splitting, combining)

. Managing field works (dispute properties,customer complains,missing

information)

. Generate bills for over 100 thousands customers in monthly

basis

. Managing bills delivery (hand delivery and post delivery).

. Handel all bills errors in daily basis

. Preparing reports for all bills generated ( total numbers of generated

bills & delivered,etc)

. Managing Bad Debt Recovery Process

. Worked on CC&B system (customer care and billing system )

. Prepare all the configuration, Business process, test scenarios,acceptance scenarios for CC&B system for all the issues related to

back office department

. Provide daily, weekly and monthly analysis and reporting concerning

the work of the team to enable development of the team through

coaching and providing feedback

. Stay current on available technologies and work processes that have

potential to improve customer service.

Training:

1 Veolia Company in Morocco from 1/7/2006 to 8/7/2006:

. Improving Management Skills

. Customer service skills

. Supervision skills

2- Business Objects from 28/8/2006 to 31/8/2006 Received Certificate

. How to create environments in Business objects

. How to run reports by using these environments

3 Supervisions & management Skills from 23/2/2007 to 26/2/2007 by

Visionpro Corporation- Received Certificate

. Improving delegation skills

. Improving management skills

. Improving supervisory skills

. Improving coaching skills

4- Facilitators Developing Workshop from 17/5/2007 to 19/5/2007 Visionpro

Corporation- Received Certificate

. To increase confidence.

. To improve techniques.

. To eliminate common speaking crutches.

. To skillfully handle interruption, distractions and difficult

question.

. To increase the clarity and credibility.

5- Attend Customer Marketing Seminar in Veolia Company - France from

19/11/2007 to 23/11/2007 - Topics handled in the seminar are

. What Is Marketing

. Improve our customer service

. Veolia Customer Service Commitments

. Best Practices for Complaint Handling

18th Jan 2003- 8th March 2006:

Thames Water Middle East GMBH, Ajman, U.A.E - Key Account, Data

Processing Supervisor, Ajman Waste water Project.

Job description:

. Supervising data processing agents

. Managing customer complaints

. Quality control of data

. Supervising Key Account agents.

. Managing incoming & out going calls

. Handling VIP, VVIP and government of Ajman entities.

. Preparing a weekly report

. Supervising field agents.

. Planning field work areas.

Training:

1. Received 20 days customer service training which includes attending to

customers, telephone etiquette, how to deal with difficult customers,

effective communication etc. by a Customer Service Consultant from UK.

2. Received 7 days training on ACD system (Artisoft TeleVantage 5 Client)

3. Recevied4 days training on fire safety and first aid by Ajman Civil

Defence and received a certificate.

15th April 2001 - 15th Jan 2003

Next, AlShaya Trading, Dubai, U.A.E. - Sales Associate

Job description:

. Providing best Customer Service.

. Handling cash & credit card transactions.

. Stock management - Checking the floor for the required stock on a

daily basis and placing an order from the warehouse.

. Window displays - Displaying the new collection and replacing the

items as and when the new stock arrives.

. Achieves monthly target

Training:

Attended a 4-days internal Customer Service Training Course

Awards:

Received Outstanding Sales Performance Award on 30 June 2002

Received Outstanding Sales Performance Award on 23 July 2002.

EDUCATION / Certificates

. High School Certificate [1998], Al Kindi High School, Aleppo, Syria

. Business & Administration Degree [2000], Institute of Business &

Administration, Aleppo, Syria

. MCSA Microsoft Certified System Administrator Windows 2000 [2002],

ExecuTrain, Dubai, U.A.E.

. MCSE Microsoft Certified System Engineer Windows 2000, ExecuTrain,

Dubai, U.A.E.

. Bachelor of Science (Honours) in Computer Science B.Sc. Punjab

University, Pakistan from 2006 to 2010

. Oracle Certified - CC&B Implementation Specialist.

. Oracle Utilities Customer Care and Billing 2 Sales Specialists.

. Oracle Utilities Customer Care and Billing 2 Presales.

Skills:

. Microsoft Office

. Supervisions & management Skills

. Business Objects

. Good knowledge of SQL developer

. Excellent communication skills

. Computer Assembling

Contact this candidate