Deema Al Dissi
Senior Back-office Advisor
Amman,AM
Summary
OBJECTIVES My main objective is to expand my knowledge in the different fields of telecommunications due to the fact that I am able to work very efficiently under pressure, a great team worker, and have the ability of learning fast, hoping this will enable me to gain your consideration.
Overview
2
2
Languages
1
1
Certification
4
4
years of post-secondary education
16
16
years of professional experience
Work History
Back Office Advisor
Jordan Telecom Group
Orange
01.2008 - Current
- Involved in the CRM project by supporting in ( set & review the requirements, follow up the bugs , suggest solution , testing scenarios and workflow , train the advisors , collect data about advisors group and check the privilege for every team
- Set & review the requests & orders management on CRM
- Monitoring the third party SLAs by preparing the requested reports on Daily,weekly And monthly bases.
- Complaint analysis & Action plans to solve problems from root cause to promote continuous improvement.
- Handle the customer complaints received from front liners in coordination with other departments (marketing, VAS engineering, IT billing, Radio and Network, customer care center, and others) to achieve the desired level of the customer satisfaction & to maintain our KPIs
- Updates job knowledge by studying new product descriptions; participating in educational opportunities.
Orange, Call Center Advisor
Telecom Group
Orange
01.2005 - 01.2008
- Handle the customer inquiries and report customer’s complaints.
- Ensure that all the customers complaints were solved
- Research required information using available resources.
- Document all calls information according to standard operating procedures.
- Provide customers with product and service information.
- Updates job knowledge by studying new product descriptions; participating in educational opportunities.
Education
Bachelor Degree - Computer Science
Princesses Sumaya University For Technology
01.2000 - 01.2004
Skills
Knowledge of analysis and design project
Excellent Knowledge of MS Office experience
Good documentation and technical writing skills
Working on reports systems (TCRM, SAP)
Additional Information
- Date of birth : November 30 1983
Certification
COPC
Timeline
Back Office Advisor
Jordan Telecom Group
01.2008 - Current
Orange, Call Center Advisor
Telecom Group
01.2005 - 01.2008
Bachelor Degree - Computer Science
Princesses Sumaya University For Technology
01.2000 - 01.2004