Customer Care Quality
Resume:
Amira Mohammed Bashier Abdalla, MBA, ITIL
Junction at Vinings, Smyrna, GA 30080
470-***-**** / ***************@*****.***
Legal Status: Permanent Resident. No Visa or Sponsorship Required PROFESSIONAL SUMMARY
Certified Information Technology Infrastructure Library (ITIL) with over 14 years of experience with a strong hand in Business Processes Development & Improvement, Quality Control, and audit. Experienced with Data collection, Entry, Analysis, Archiving, and documents controlling.
Key Skills:
• Business processes development &
Improvement.
• Quality control.
• Quality Auditing.
• Processes Change Management.
• Risk Management.
• Data collection.
• Data Entry.
• Document controlling
• Archiving.
• Sales & Marketing skills.
• Contract administration.
• Proficient user of Microsoft Office
applications: MS Excel, PowerPoint, Visio,
Outlook, Access, and Word.
• Administrative and reporting skills.
• Result / Goal Oriented.
• Multitasking Skills.
• Language skills: Arabic, English
PROFESSIONAL EXPERIENCE
Sales & Planning Support Department
Business Process QA/QC
2008 – Present
Zain, Khartoum, Sudan
• Established the quality control unit with its related processes and procedure.
• Performs the internal QA/QC activities for the department.
• Key participant in ISO Auditing process for the department.
• Prepares quality check/auditing reports.
Data Collection Department
Data Collection Supervisor 2007 – 2008
Zain, Khartoum, Sudan
• Data collection process improvement.
• Data collection, analysis, entry day to day work.
• Supervising the registration process for customer’s information.
• Registration quality check and auditing.
• Presenting and reporting the performance trends. Customer Care Department
Customer Service Agent 2006 - 2007
Zain, Khartoum, Sudan
• Work as a direct point of contact with customers, handling customer’s calls answer their enquiries, solve their problems and report unsolved to the back-office team. Additional Work Experience at ZAIN
1. Contract Administration (Rotation Job- Procurement Dept.) – 6 Months Zain, Khartoum, Sudan
2. Business Processes Development & flow chart drafting (Rotation Job- Network Dept.) – 3 Months Zain, Khartoum, Sudan.
3. Data collection & analysis (Rotation Job- Network Dept) – 6 Months. 4. ISO Auditing Review (Rotation Job- Risk & Info Security Dept) – 6 Months SUDAN Telecommunication Company (SDATEL)
Library information officer 2004 - 2006
Khartoum, Sudan
• Carrying out a physical filing system.
• Follow up and updating Customers files.
• Assist in the Office management and administration.
• Managing the center net café.
• Data collection, entry for the company data base. EDUCATION
• Master of Business Administration (MBA): University of Sciences & Technology – Sudan/2016
• Bachelor’s degree in English Art: University of Omdurman Alahlia –Sudan/ 2004 PROFESSIONAL CERTIFICATES
• Information Technology Infrastructure Library (ITIL), 2017 PROFESSIONAL DEVELOPMENT
• ISO Sudanese German Center for Quality Assurance (SGCQA) Khartoum –Sudan/2016
• Brand foundation, Zain, Zanier room Khartoum –Sudan/ 2012
• Business Improvement, ICQ international center for quality Khartoum-Sudan/ 2012
• TQM ((Total quality management)), ICQ international center for quality Khartoum- Sudan/ 2011
• Problem Solving and Business Decision Making, ICQ international center for quality Khartoum – Sudan/ 2011
• Project Management Course from 3 to 7 October Khartoum- Sudan/ 2010
• Advance Excel & power point ((Excel 2007)) Khartoum –Sudan/ 2010
• Power of Differentiation Khartoum- Sudan/ 2009
• Finance for none finance, ICQ international center for quality Khartoum –Sudan/ 2009
• Time and stress management, GTG Khartoum –Sudan/ 2008
• How to market product by phone, (Carizma) Khartoum – Sudan/ 2008
• Sales Planning & support system Training TABS Khartoum – Sudan/ 2007
• Customer needs and customer focus. Khartoum – Sudan/ 2006
• GPRS and MMS Technology Khartoum – Sudan/ 2006
• Customer care (solid scare system) Khartoum –Sudan/ 2006
Contact this candidate