Bader Alkhiary

As a Digital Transformation Consultant specializing in Enterprise Architecture, I help the client navigate digital change by aligning technology initiatives with business goals. Key aspects of my role include: Strategic Advisory: Collaborating with stakeholders to develop and implement digital transformation roadmaps. Technology Integration: Identifying and integrating emerging technologies (AI, cloud, automation) to enhance performance and scalability. Data Management: Improving data architecture for secure and efficient data flow to support informed decision-making. Change Leadership: Leading change initiatives, providing training, and fostering a culture of continuous improvement. I am dedicated to empowering organizations to leverage digital technologies for a competitive edge. Let’s connect to explore how we can drive transformation together!

Directed end-to-end implementation projects catering to diverse clientele, ensuring seamless integration of robust solutions. Orchestrated the entire project lifecycle, meticulously handling requirements gathering, system configuration, integration, and acceptance testing. Coordinated tasks adeptly to guarantee the timely production of deliverables, aligning with project requirements. Led the installation and configuration of CISCO routers, offering comprehensive testing support, troubleshooting, and facilitating a smooth system handover. Executed the commissioning of L2VPN, L3VPN, SIP, and DIA services through microwave and fiber links, overseeing the activation process. Managed contractors and vendors collaboratively, fostering success throughout the implementation phase. Supervised installation teams from survey to the Provisional Acceptance Test (PAT). Conducted regular customer meetings, providing insights into project progress and outlining necessary actions. Generated detailed project progress and status reports for internal stakeholders. Proactively negotiated solutions, resolved conflicts, and navigated critical situations to ensure the successful delivery of services. Demonstrated proficiency in troubleshooting microwave platforms, encompassing UBIQUITI, SOLECTEK, NEC, SIAE, and ALTAI microwave links. Configured, tested, and troubleshot Wi-Fi access points and controller-vcsg. Produced articulate technical reports, presentations, and action plans. Informed network upgrades by recommending strategic enhancements, spanning new site implementations, additional switches, and upgrades for Fiber and MW links. Leveraged a combination of technical expertise and project management skills to drive the efficiency and success of implementation projects.

- Provided hands-on assistance to customers, guiding them through essential actions in a face-to-face capacity. - Efficiently handled and resolved customer complaints, ensuring high levels of satisfaction. - Updated and configured software for Customer Premises Equipment (CPE) devices, enhancing functionality and usability. - Facilitated seamless communication and coordination with various internal departments for efficient problem resolution. - Identified and promptly escalated priority issues, ensuring timely and appropriate resolution. - Utilized computer systems to identify, research, and effectively resolve customer issues, enhancing overall service quality. - Skillfully managed and prioritized multiple open cases simultaneously, ensuring all were addressed promptly. - Delivered personalized customer service at the highest level, fostering strong customer relationships and loyalty. - Engaged customers, building interest in the services and products offered by the company, thereby enhancing sales opportunities.

• Answer customer inquiries & provide them full information about company products and services. • Provide needed help for customers in case they need help

• Report directly to SMC Operations Supervisor with main responsibilities of handling all communications and coordination between COPS and Technology department to ensure that System / Network outages / users & customer’s problems are communicated & solved on timely manner according to SLA's to assure minimum interruption to normal work flow.

- Conducted thorough assessments of agents' core, managerial, and functional competencies by monitoring daily activities. - Efficiently coordinated with various departments, optimizing overall operational processes and enhancing collaboration. - Addressed escalated customer complaints, ensuring resolution and appropriate compensation based on granted authority matrix. - Served as a specialist in resolving customer service requests, providing effective solutions and fostering customer satisfaction. - Designed and conducted training sessions for the call center on Mobile Number Portability (MNP) policies and procedures. - Acted as a focal point of communication between Mobily, STC, and CITC for pending cases, facilitating swift resolution. - Generated daily reports on port-ins and port-outs, detailing reasons for customer transitions. - Authorized to waive and refund amounts for customers, ensuring exceptional service and customer retention. - Provided valuable support to the sales department in managing MNP cases, enhancing customer acquisition and retention. - Assumed the role of a delegated team leader, effectively managing and motivating the team to achieve objectives.

• Answering customers through unified number for customer care 1100. • Answer customer inquiries & provide them full information about company products and services. • Provide needed help for customers in case they need help. • Maintain AHT to be within threshold at end of day. • Provide best quality during serving our customers.