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Resume for ihab H. for Customer Support / Client Care / Telecommunications Services in sana, Yemen

Occupation: Customer Support / Client Care Industry: Telecommunications Services
Country: Yemen City: sana
State: Sa ZIP: 01

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Personal Information
Name : Ihab Ali H.
Age : Years Old
Marital Status : Married
Nationality : Yemeni
Languages : Arabic _ English
Phone : + Or     +
Mobile  : + Or  +
EMail :
Address : Haddah_ Street , Home Num


  To obtain a challenging position at multinational Organization, where I can exercise my capability in providing quality services and have my creativity employed and developed. . 

Academic Background
  • B.A In Business Administration , Sana'a University, Yemen.
  • Diploma in Computer Science & Applied Programmed , Salford Institute for Studies.
  • Diploma in English, January , Yemen American Language Institute.
    Overall Summary

    Have years of professional experience in various fields, have held many positions in 

    Management level and have hands on experience as an employee, a senior management member, and a professional consultant. Have mainly worked in the following industries:  

  • Telecommunication.
  • Software.
  • Consultations.
  • Designed a System Operating Procedure for the customer service Dept. & support Unit MTN & Y
  • Designed a Department Org.Chart for Y
  • Designing System Policies Customer Service, HR
  • Designed Software for business management of Telecommunication Centers, Pharmacies
  • Per Project Consultant with ALMAZ Orain Financials
  • Man Power Plan for Y
  • CoProducing a Quality Assurance System MTN
  • Designed A Fraud Management System for GSM Operators MTN/Unitel/Y 
  • Budgeting & Cost Control HitsUnitel Y
  • Software quality testing MTN
  • Risk System & Collection of bad debits MTN
  • Stock Monitoring & Order Management Abu AlRejal
    Training Courses
    Course Name Location Provided By Date
    Overall Training on Customer Service Departments. Syria Syriatel Mar,
    Over view on the latest technology in China Mobile China Hawaii Com Nov,
    Conference about Fraud Management System and Revenue Assurance. Cyprus Subux Limited June,
    Fundamentals Of Supervision Yemen LOGIC Training Consulting Jan,
    Training in Managing Risk  Syria Spacetel Syria MTN Sep,
    Customer Service Excellence Yemen Qust Human Development & Change Agents Aug,
    Conference about Fraud Management System India Subux Limited Jun,
    Business Etiquette Of Customer Loyalty Yemen Peace Protocol & Etiquette Academic Center of Excellency Dec,
    Advance Marketing Workshop Yemen UMC Management Consultants Sep,
    Business Etiquette Of Customer Service. Yemen Peace Protocol & Etiquette Academic Center of Excellency Sep,
    Business Writing Yemen YALI Yemen America Language Institute May,
    Conference about Minimizing Churn London IIR limited Feb,
    Business Etiquette Of the Art of giving good Service Yemen IMI International Marketing & Management Institute Jan,
    BSCS . Customer Care Train the Trainer Germany SchlumbergerSema Dec,
    Business Etiquette Of Professional Leadership Skills Yemen IMI International Marketing & Management Institute Apr,
    Etiquette of Customer Interaction Yemen IMI International Marketing & Management Institute Oct,
    Business Etiquette Of Training the Trainer Yemen IMI International Marketing & Management Institute Oct,
    Personal Skills
  • Ability to prepare effective presentation.
  • Ability to prepare routine administrative paperwork.
  • Ability to foster a cooperative work environment.
  • Organizing and coordinating Skills.
  • Ability to communicate effectively, both orally and in writing.
  • Ability to analyze develops, establish and maintain efficient office workflow and administrative process.
  • Ability to analyze and solve problems.
  • Ability to hold hard work.
  • Skill in the use of personal computers and related software applications.
  • Ability to build good public relation and maintain contacts with public official and private sector.
    Experience Summary
  • Experience in Telecommunication Systems :
  • Billing Sys.
  • IN       Intelligent Network
  • IVR     Interactive Voice Response
  • Trouble Ticketing Sys.
  • CRM   Customer Relation Management
  • Queue Sys.
  • FMS     Fraud Management System

              For Schlumberger BSCS, Alcatel, Ericsson, Microsoft, Nortel, Subux Limited 

  • Experience in Preparing Billing, Trouble Ticketing, IVR, CRM and FMS profile system specifications and RFPs Request for Proposal.
  • Experienced in vendor management, negotiation, and legal contracting. Worked closely in large scale project.
  • Effective strategic planning company/group level
  • Preparing official Reports and analysis.
  • Preparing procedures, policies and job descriptions.
  • Managing and controlling internal abuse and fraud.
  • Planning, Budgeting and cost control.
  • Software quality testing.
  • Very good Experience working on Microsoft Office “Excel, Word, Access, Text pad, Visio and PowerPoint.
  • Experience in managing Risk and Credit Control.
  • Experience in Collection of bad debits.
  • Used to be a member of the VAS committee of SpacetelYemen “MTN”.
  • Managing orders and stock monitoring.
    Job History Summary
  •           HitsUnitel Y Telecom              Sana’a, Yemen
  •                        Customer Service Head            Feb. Up to Date 

  • Achievements 
  • Designed and built a complete Customer Service Business Processes.
  • Develop Internal CRM management models.

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