Mohammad Sawalha

Experience

• 

  Umniah

  Mar 2014 - Apr 2017

  ● Provide real-Time monitoring via available tools (Teleopti Real-Time Adherence, cisco CMS Supervisor and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives● Scheduling any other activity for the inbound & outbound agents (Training, Meetings, etc.) based on the forecasted call volume● Daily Attendance for Customer service Agent● Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with operations teams to achieve service level goals/ business objectives for a multi-site operation● Generates and evaluates staffing schedules and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis● Create a schedule for Customer service department on WFM (Teleopti) Show less

  • workforce management(WFM)

    Aug 2015 - Apr 2017

  • On Floor Support (Acting Team Leader)

    Mar 2015 - Aug 2015

  • Call Center Representative

    Mar 2014 - Mar 2015
• 

  OSN

  Jul 2017 - Nov 2019

  ● Responsible for providing data analyses for Retention Marketing● Develop a deep understanding of the campaign goals and provide insights into the campaign● Coordinate regular meetings to review campaign pacing & performance● Create dashboards to trend/track metrics● Create custom campaign performance reports as needed● Create accurate and timely analyses on a wide variety of areas including marketing offer operational performance, trend analysis, campaign performance and subscriber behavior and responses to marketing offers Show less ● Effectively working towards attaining the team’s business goals.● Providing feedback to team and management as required supporting an open culture conducive of target achievement and customer service excellence● Achieving and exceeding individual KPI’s “FCR’ Aux’ Quality ‘CSAT” and Contact Center targets● Addressing any service queries or complaints that arise to ensure customer service standards are consistently achieved.● Being fully aware of OSN’s product portfolio, maintaining full awareness of product knowledge, business rules, campaign activity and process. ● Handling Mangers calls and different complaints from the customers● Acting as a team manager for 3 months Show less

  • Data Analyst

    Jul 2019 - Nov 2019

  • Costumer Service advisor and acting team manager

    Apr 2017 - Nov 2019

  • Trainer assistance

    Jun 2018 - Sept 2018

  • Technical Support

    Jan 2018 - Jun 2018

  • TSC 'Complaint department'

    Nov 2017 - Jan 2018

  • retrieval project

    Jul 2017 - Oct 2017
• 

  Tamatem Games

  Nov 2019 - now

  Handling players’ enquiries through tickets, emails and by outbound calls.● Selling Tamatem's products to players by chats, WhatsApp and outbound calls.● Providing the Product Manager for each game with feedback from players.● Creating events and activities for players within the game in coordination with Live Ops and working with them on dates and prizes.● Game management and in-game chat 24/7● We work more than a call center employee (selling products directly to players. outbound Calls. Calls and written communication with players. Undercover accounts within the game. Coordination and dealing with other departments, especially Live Ops). Show less

  • Senior Community Support Specialist

    Dec 2023 - now

  • Community Support Specialist

    Nov 2019 - Dec 2023