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Customer Care Quality

Atlanta, GA
January 01, 2020

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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 &


• 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


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

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