§ Develops and manages support functions of a detailed project schedule covering planning, tracking, reporting, quality management and internal communication.
§ Produces consolidated reporting to the project board, including milestone summary, key issue, Risks, benefits and summary of cost incurred.
§ Manages the Project Library
§ Monitoring key performance indicator and tracking against business benchmark and providing management report and delivering presentations
§ Reviews project activities for compliance with procedures and standards
§ Manage data security, software and license control.
§ Assists with the production of user documentation
§ Assist with testing
§ Attending project meetings, presentations, workshop review, distribute minutes to all project team members and contractors.
§ Acting as the interface between the project team and vendors for communication, information, issues and anything related to the project.
§ Developing process maps and user guide manuals for training of the enrolment staffs
§ Provide administrative support and maintain project manager calendar
§ Working with large historical transactional data to identify and analyze opportunity for growth through study of fulfillment history and emerging complaint.
§ Profiling customer complaint, identifying the root causes and making recommendation on improvement in key areas.
§ Monitoring key performance indicator and tracking against business benchmark and providing management report and delivering presentations across the business highlighting ROI based on business activities.
§ Training colleagues on end to end complaint handling from investigation to redress calculations for customers , also Planning, Scheduling, Production of Process Maps and user guide for training and working guide purposes
§ Assuring quality and accuracy of calculations carried out by colleagues, attending meeting with team managers to discuss team performance and to share best practices in order to increase efficiency and effectiveness within the group.
§ Working with large customer databases providing detailed analysis, customer profile and segmentation, enabling clients to gain insight into customer behavior, buying patterns and trends to support strategic initiatives.
§ Carried out exploratory analysis and data quality validation, using advanced SQL server queries to explore database configuration, joining data and variables from multiple tables to aid analysis and reporting.
§ Engaging with clients to understand analytical and reporting requirements explore client’s databases, clean and prepare data for analyses and developing analytical framework and ensuring delivery meets clients’ expectations.
§ Carried out pricing analysis to understand the impact of price changes on sales performance over time, highlighting tends and patterns in the sales and service process.
§ Analysis of Brand Awareness campaign data, providing test results and performance of New Brand proposition against existing proposition.
§ Delivered presentation across various businesses on technical analytical reports to non-technical audience to get buy-ins on projects highlighting Risks and opportunities in proposed deployments.
§ Responsible for developing project plans and overall management of the team’s performance of project tasks.
§ Producing team performance reports and updates, leading to training need identification and recommendation to improve performance.
§ Conducting meetings with project sponsors and stakeholders in order to secure acceptance and approval of deliverables.
§ Responsible for prompt communication, including project status reporting, risk management, and escalation of issues that cannot be resolved within the team in order to ensure project delivery within budget, schedule, and scope.
§ Customer Support to client on 1st level technical issues
§ Generate trouble-ticket daily for incident management, installation using Elastix Management tool, tracking the tickets and bring issues to a close.
§ I was in charge of monitoring network devices to ensure optimum performance, troubleshooting and resolution of network problems, produce timely problem resolution updates and status reports.
§ I also worked on Installation & configuration of ADSL modem and SHDSL modem for Internet & Data connection, Jumpering of cables, testing customer lines and updating it in the database; also takes record of resources usage.
§ Addressing customers concern regarding technical aspect of services provided, investigating service problems and proactively seek solutions using ENDAN software.