Customer Care at Oreedoo (2019-02 – Present)
- Ensured high-quality customer service by answering 100% of calls and BMC emails within one hour.
- Produced bi-weekly and monthly reports on calls, BMC cases, and payment issues.
- Improved customer experience through regular training sessions and meetings with the billing team.
- Supported the annual Operating Plan by completing daily bank reconciliations for mobile and fixed services.
- Monitored credit limit changes for postpaid customers, ensuring compliance with credit control policies.
- Encouraged team development through role rotation and structured learning programmes.
Administrator at Nawras (2005-01 – 2013-01)
- Managed and verified consumer refunds accurately and in a timely manner.
- Reviewed and monitored customer credit limits using credit limit reports.
- Performed staff bill reconciliations to ensure billing accuracy.
- Handled troubleshooting and issue resolution by following internal procedures.
- Received and resolved customer complaints, ensuring prompt and effective solutions.
- Maintained customer accounts by adjusting billing cycles, payments, credit limits, petty cash, and account preferences within Customer Account Maintenance systems.
Customer Service Champion at Nawras (2004-01 – 2005-01)
- Coordinated and resolved critical network issues for subscribers in a timely manner.
- Advised customers on subscription upgrades and executed service enhancements.
- Activated new customer subscriptions efficiently.
- Handled customer enquiries related to billing, credits, and temporary disconnections.
- Completed professional training and certifications in Contact Centre Operations, Mobile Technology, Basic and Advanced Services, Specialized Products, Communication Skills, Internal and Operational Systems, and Handsets.
Administrator at Petroleum Development Oman (PDO) (2002-09 – 2004-01)
- Provided executive secretarial support to the Technical Support Manager overseeing a team of 500+ staff.
- Managed daily administrative duties, including travel arrangements, workshops, and social events.
- Coordinated documentation and communication across multiple departments.
- Assisted in preparing briefings and presentations for senior management.
- Supported HR functions, including issuing salary certificates, managing employee records, coordinating training courses, and handling travel arrangements.
- Oversaw recreation and administrative services for PDO employees, ensuring high-quality service delivery.
- Prepared and submitted financial reports for recreation-related transactions.
- Delivered comprehensive administrative support for over 400 staff, including membership management, event coordination, and facility monitoring.
Technical Assistant at Oman Refinery Company (ORC) (2002-07 – 2002-08)
- Assisted HR Planning and Development in reviewing and updating job descriptions.
- Supported the evaluation of job competencies to align roles with business needs.
- Helped maintain accurate role profiles in line with organisational standards.
Administration Clerk at Saipem – C.C.C. Joint Venture (2001-04 – 2002-06)
- Processed and maintained material invoices and cost data entries accurately in the company's systems.
- Assisted management in preparing charts, graphs, reports, and other documents using Microsoft Excel, Word, and other office software.
- Provided administrative support, including updating weekly and monthly progress reports, maintaining spreadsheets, and managing electronic filing systems.
Administrative Assistant at Al-Jaras Trading (2000-09 – 2001-04)
- Delivered customer service in the main administration of Al-Jaras Trading, processing and updating records in the system.
- Prepared and issued general certificates in both English and Arabic.
- Managed and maintained the manager's appointments, ensuring timely scheduling, and organisation.
