Talal Kddoura C.V

Talal Kddoura C.V

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  T A LA L F I S A L K A D D O U R A Resume _____________________________________________________________________________________________ Personal Introduction A customer service with 6 years’ experience, known to evolve creativity and innovation ingenious ideology at work. Establish competencies in improving organizational productivity through developing and implementing strategies that foster operating synergies and facilitate lasting and positive changes. Recognize for the ability to lead the professional development of diverse individuals and support a team oriented approach predicated on meritocratic principles. Career Objectives A Career Job that will capitalize on acquired expertise and experience in an organization, which provides opportunities for personal growth and professional development. Education and Qualification Damascus University opens education, Syria 2003 1. Bachelor’s Degree in computer science Part of NCR Certification:  NAMER Software Certification - GEMS Assessment  Tintri FRU Replacement  Six Sigma Improvement Techniques  Business Continuity Awareness  Management of Cash Flows  NCR Services Business Continuity Plan TALAL FISAL KADDOURA Senior Service Coordinator, Enablement Shift leader Muscat, Sultanate of Oman Email: [email protected] Mobile: +968-92113492
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  T A LA L F I S A L K A D D O U R A Resume _____________________________________________________________________________________________ Other Qualifications  Certification from NCR university for customer online banking account executive overview |& Small Business sales account executive overview  Assistant Practitioner of NLP, American Board of Neuro – Linguistic Programming July, 2006  Certification in networks 2007.  Certification in Oracle Database –CRM. EXPERIENCE Senior Service Coordinator, Enablement Shift leader NCR CORPORATION, Sultanate of Oman – Muscat 2007 - Present Key Responsibilities: Handle customer inquiries, complaints, questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best- option solutions.  Managed a high-volume workload within a deadline-driven environment. Resolved all the inquiries in any given day and consistently met performance benchmarks in all areas (speed, accuracy, volume). Employ of the Month for the month of March 2014.  Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.  Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.  Completed online courses of NCR University of Customer Service, Customer Satisfaction and Leadership.  Satisfy the customers’ needs by taking their calls ATMs & server system.  Assign engineer for all cases and follow up with the cases until case close.  File a reports of the problems that customer facing, and daily calls numbers and agents.  Peer to Peer recognition from CCC Managers and other colleagues.  NCR program trainer
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  T A LA L F I S A L K A D D O U R A Resume _____________________________________________________________________________________________ Sales Assistance manager C. Steinweg Oman LLC, Sultanate of Oman – Sohar 2004 - 2007 Key Responsibilities: Worked with C.Steinweg Oman, as Sales Assistance manager . C. Steinweg Oman is 100% subsidiary of C. Steinweg, reputed (break bulk) stevedoring operators across Europe. CSO is the only stevedoring operator in the new industrial Port of Sohar now is being developed by the Government of Oman with private participation and technical assistance from Port of Rotterdam Authority. Key Responsibilities: Work closely with Account Manager to develop business opportunities, analyze customer requirements, and provide consultative selling skills in complex technical environments. • Establish working relationships with key Business Managers and IT Managers and staff in the customers’ organizations, assisting them to integrate Platform technology(server, storage, cloud computing ) effectively into their various IT environments as part of their evaluation of the product suite. • Take ownership for all Platform technology aspects of the account relationship and management. • Translate technical product features, attributes and implementations to meet customer business needs. • Strong IT system infrastructure and domain/application knowledge as well as technical delivery skills. • Create RFP/RFI responses which describe a solution to client business problems. • Customer management and communication skills enabling the Solution architect/Systems Engineer to describe the solution to customer management in business terms. • Discuss potential sales opportunities with Account Manager, and perform technical analysis and qualification of potential customer projects, often on-site with the customer • Design and conduct product presentations and demonstrations as well as question & answer discussions with the customer’s technical staff at increasing levels of complexity. • Visits and keep necessary contact with prospects and customers with or without the Account Manager, discuss current and new-release product features and uses, and up-sell the Platform’s product suite • Provide product feedback from customers to Product Marketing and Product Management, and technical feedback to Support in aid of problem resolution and avoidance. • Manage customer expectations so as to ensure maximum satisfaction with Platform’s products and services. Account Manger Syriatel - Syrian mobile telecommunication – Syria 2003 - 2004 Key Responsibilities: Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry customers, repair trust, locate resources for problem resolution and design best-option solutions.
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  T A LA L F I S A L K A D D O U R A Resume _____________________________________________________________________________________________ Responsible for sale activity of wind and solar power generation plant in Syrian market, supervising main phase from inquiry receipt to order issue •Management of sale organization composed by around #30 local dealers over Syria , sales target definition and periodical review of their performance •Market analysis collecting data from sales force, product/service competitiveness evaluation. Skills  Good in Oral and Written English and Arabic in mother language.  Proficient in the use of MS Office; MS Word, MS Excel, MS Power Point. Personal information I had borne in Damascus, Syria at 15 June 1978. . I love to play soccer, swimming, listen to music, and to watch movies.