Address : Tabarbour / Amman / Jordan.

Transcription

1 CV Name: Waleed Mahmoud Ahmad Zakarneh Phone Number: & Personal Information Address : Tabarbour / Amman /. Address : Zakarneh1983@yahoo.com. Date of Birth : 15/06/1983. Place of Birth : Saudi Arabia. Nationality : ian. Religion : Islam. Marital Status : Married. Academic Qualifications Bachelor Degree in Computer Information System (CIS) from Zarqa Private University (ZPU) High School degree from Moa'wia Bin Abe Sofian High School Skills and Abilities Organized, Leader and Responsible. Business Analysis and Development Knowledge. Good written and verbal presentation skills. Able to get along well with co-workers and accept supervision. Received positive evaluations from previous supervisors. Programming in C++, Visual Basic (VB) (Good), SQL (Good), Java Script, PHP and HTML, Oracle Pl\SQL. Systems and Applications: Windows, MS Office, Oracle 10g, SQL Server. Formatting Computer and installing different kinds of software. Ability to learn fast either in Hardware or in Software. Ability to maintenance deferent computers. Good Ability to Learn New Skills and Use the New Technology. Willing to try new things and am interested in improving efficiency on assigned tasks.

2 Experience MATRIX Business Technology Group (November Until Now) Senior Account Manager. - Account Management. - Selling IT Hardware (Full IT Solutions Gold partner with - HP, ACER, Microsoft, Tripp-Lite UPS, Cisco, Kaspersky, Excel and Cyberroam) for existing customer and new customer. - Provide technology using best IT products and services offering to our customers flexible and reliable solutions for their needs and wants. - Following up the future trends of IT industry and fit our self within that direction to keep the power and know how in offering up to date solutions to our customers in different market segments. - Services existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work schedule to call on existing or potential sales outlets and other trade factors. - Plan and attend regular update meetings with accounts. - Keeps management informed by submitting activity and results reports, such as daily call reports, weekly work plans, and monthly and annual territory analysis - Manage ad-hoc queries and enquirers generated by account portfolio. - Liaise with internal departments to ensure rate requests are followed up and required loadings are completed in time frames acceptable to the client. - Develop new relationships with new clients be they agents or direct consumers. - Manage and organize successful attendance at relevant trade shows and events in order to gather new leads. - Monitors competition by gathering current marketplace information on pricing, products, new products, delivery schedules, merchandising techniques - Recommends changes in products, service, and policy by evaluating Results and competitive developments.

3 Bank Al Etihad (March 2013 November 2013) Call Center Back Office - Serve the customers in any technical issues by the customer connection channels (calls, SMS, , Mobile Application, Internet Application) - Handling the collection task (packet 1). - Fix any problem on customer s cards (Credit card and Visa Electron ATM card) using MXP system. - Handling the Fraud tasks. - Support all the bank branches. - Activate all the serves types (Etihad Mobile, Etihad online,atm card, Credit card ) - Processing / checking all customer services item quickly and efficiently. - Dealing with branches staffs professionally to improve the bank services quickly. - Using the MXP (Credit Card) system professional. HMC (Movenpick Hotels) (January 2013 March 2013) Senior Sales Account Manager. - Serves customers by selling products (Membership Card); meeting customer needs. - Recommends changes in products, service, and policy by evaluate results and competitive developments. - Product Knowledge, Presentation Skills, Client Relationships, Motivation for Sales. - Supervision on new employees training and giving them a full training for all work aspects and follow up them. - Keep management informed by submitting activity and results of reports, such as daily call reports, weekly work plans, and monthly and annual territory analysis. Qtel ((Qatar Telecom))Wi-Tribe - (June 2011 December 2012) Customer Care & Sales Team Leader. - Customer Care Manager Deputy.

4 - Responsible about Dunning Process (Suspension & Cancelation). - Responsible about the visit teams (outdoor unit (Pro ST) and indoor unit (Modem)). - Controlling the outgoing calls for the dunning process. - I create two Projects (Retention Project & Closed Accounts Project). - Sending SMS and Voice Portal to our customers. - Handling Queues status and keeping the call center service level in an efficient way. - Handling Call Center Agents' Matters & Issues Such As: login and logout, leaves and vacations. - Preparing and Providing the Quality Assurance issues and Development Processes to Improve the Overall Work Flow. - Preparing the monthly working hours schedule for the customer care agents. - Supervision on new employees training and giving them a full training for all work aspects and follow up them - Supervising the call center agent s performance. - Following up the collection process - Sending Daily Report to my Director. Qtel ((Qatar Telecom)) Wi-Tribe (March 2010 June 2011) Senior Sales Account Manager - Serves customers by selling products; meeting customer needs. - Recommends changes in products, service, and policy by evaluate results and competitive developments. - Product Knowledge, Presentation Skills, Client Relationships, Motivation for Sales. - Supervision on new employees training and giving them a full training for all work aspects and follow up them. - Keep management informed by submitting activity and results of reports, such as daily call reports, weekly work plans, and monthly and annual territory analysis.

5 Qtel ((Qatar Telecom)) Wi-Tribe (March 2009 March 2010) Senior Back Office (Technical Support) - Third Level Support for the Customer's Complaints. - Serve the customers in any technical issues, face to face or over the phone. - Visit the customers to solve their problems on our modem device as (Weak signal, Forcing, Diffraction signal, Packet loss and connect the modem on the right site) using the Wi max D version software. - Coordinating properly with other departments to solve customers issues - Handling all the technical issues like: Routers, Networks, PC s, Modems and any application or hardware related to our work. - Schedule sites visits to the customers when needed to visit them. - Manage Pullbacks and Stock Process. - Handling and executing all types of Modification Requests Received from Different Channels. - Handling the advanced problems and complaints escalated by the Back office Team. The Ministry Of Education (August September 2009) Computer Teacher. Xpress Telecom. (March 2007 April 2009) Customer Care Representative. - Serve all Customers Contacts through all Contact Channels (calls, s...) - Follow up and solve the Customer's Complaints. - Implement all Customers Requests and Provisioning. Globitel Company. (July 2006 March 2007) Technical Support. - Installing and maintenance all the following systems: SpeechLog System (Recording Calls, Accudial System, UltraVox (Voice Mail) System.

6 United Trading Company. (September 2005 September 2006) Technical Support / IT. - Formatting Computer and installing different kinds of software. - Responsible about the internal network. Department of Lands & Survey. (June September 2005) Programmer using Oracle 9i. [Training ] Courses. Oracle, Database and Forms Design. Microsoft Certificate System Engineering (MCSE). A + (Hardware & Software). Network +. Certificates. - HP Sales Certified - Printing and Personal Systems Hardware [2014]. - HP Sales Certified - Workstations [2014]. - HP Sales Certified - Selling Servers, Storage, Networking and Services [2014]. Languages. Arabic: Native language. English: Very good command in writing and speaking. References. Ahmad Farekh Commercial Director Mobile number: Tamer Marshoud Customer Care Manager Mobile number: