Rabab El Boghdady

CRM AdminFull Time

• Job Details:Information Systems Management o Responsible for managing new implementations technical related issues. o Administrating Call Center Billing System. o Administrating call center BCMS- Avaya Telephony Reporting- reports. o Scoping & designing additional CRM Modules. o Administrating, Updating, Maintaining & troubleshooting CRM Application. o Designing & Generating Company’s required reports. o Creating and Managing Call Center’s web sites. • CTI solutions o Administration and supervision of Altitude UCI7 ((predictive, Power dialer applications, CTI pop-ups). o Creating, Managing and administrating dialer campaigns (Inbound/Outbound) o Agent script development of Altitude UCI7 (predictive, Power dialer applications, CTI pop-ups & Email applications). o Creating & Administrating Multilingual scripts (English/French/Arabic) o Solid experience with telesales, telemarketing, customer service & survey campaigns. o Managing campaigns for American, European, Middle East and Local Clients. o Solid Knowledge of both American & European dialing rules, call classifications, best contact time & customizing each campaign parameters to suit the campaign’s nature and the called courtiers. o Conducting campaigns to project stakeholders and insure the deliverables meets their requirements. o Revising & analyzing system parameters to reach the optimum matrix for maximizing system performance. o Managing & Modifying system dialing rules to maximize system performance with cost saving. o Analyzing dialer’s system reports. o Managing system’s scheduled tasks, scheduled commands & scheduled reports. o Managing security privileges for system users. o Altitude UCI7 Publisher and Update Manager. • Business Analysis o Identifying business improvement areas by analyzing the call center operation performance reports & resources Re-allocation. o Analyzing call center’s operation reports and giving recommendations to enhance operations performance. o Work with operations and development team to propose and assess process improvements. o Managing and running call center’s billing system on cost saving plans. o Monitoring daily Telecomm Cost. o Performing Analytical Telecomm reports. o Strong call center management background. o Very Solid Background of AVAYA BCMR and CMS reporting systems for both historical and real time reporting.