Highly accomplished and results-driven leader with 17 years of distinguished experience in the Telecom Industry, contributing expertise to renowned multinational companies like Ericsson and Telenor. Demonstrated track record of propelling growth, optimizing efficiency, meeting stringent project deadlines, and enhancing customer experience. Skilled in leading diverse teams and leveraging cutting-edge technologies. Passionate about innovation and achieving exceptional outcomes. Aiming to make a significant impact in my next endeavor.
• Working as a First Level Maintenance team for the network related issues that were escalated to us through Call Center/S&Sc/RE’s/TSS in terms of, IT and Network related customers Complaints, by achieving KPI’s & maintaining a high accuracy level.
• A part of team of Technical specialists, to resolve and escalate all nationwide Network related issues, such as International Roaming, provisioning, Signals related, SMS, GPRS, Voice Outgoing/Incoming, and CRM Tools related issues.
• Front line contact with NSS, BSS, Siemens/Nokia NOC, RF, LDI, Operations & Management, Core networks and Roaming center.
• Friendly User Testing (FUT) and User Acceptance Testing (UAT).
• Call Center/OSP trainings.
• Managing team of 13 Customer Relations Officers
• Daily Live call monitoring.
• Motivating/devising plans to achieve the set standards of quality/customer satisfaction with the desired AHT.
• Conducting team meetings on weekly basis to share the current standing of the team amongst the rest and to share ways where more improvement can be done to be the top performer team.
• Achieving Call targets assigned by the unit.
Project Management
PMP
PMP
RAN architecture evolution to 5G
LTE Fundamentals, Configuration and Operations.
Managed Services Total Operation Procedures
DCIM