Rama Al-Jeroudi

Personal Details
Full Name: Rama Ossama Al-Jeroudi Date of birth: 20 8 1983

Nationality: Syrian Address: Syria - Damascus - Kornish Al.Meedan Al.Hasan Mosque

Tel: 0938885551 - 0993996036 Email: ramajeroudi@hotmail.com

Place of birth: Damascus Syria Marital Status: Single

Education
Master Degree- MBA: Master Business Administration - HIBA - 2nd year Marketing Orientation, expected to graduate
in October 2017.

Bachelor of Fine Arts in English Literature - Damascus University - 2009

Work Experience

Brief Experience:

Project Manager - Corporate Planning Unit - Syriatel Telecommunication - Apr.2017 & up to date

Support Supervisor - Support Unit - Commercial Department Syriatel Telecommunication - 2012/2017

Operation Administrator - Support Unit - Sales Department - Syriatel Telecommunication - 2007/2011

Retention Specialist - Back Office Unit - Customer Service Department - Syriatel Telecommunication 2005/2006

Contact Center Representative - Contact Center Unit - Customer Service Department - Syriatel Telecommunication -
2004/2005

Detailed Experience:

Syriatel Corporate Planning Department Project Manager Apr.2017 & up to date

o Review statement of work (SOW) including scope of project, business need & intial assessment and
identify the various projects stakeholders
o Determine the objectives & measures upon which the objective will be evaluated at its completion
o Create project plans in coordination with project owner & project team
o Identify project milestones & review them at regular intervals to monitor its progress
o Identify risks at the outset of the project
o Develop & manage work breakdown structure (WBS) of project & assign duties
o Identify training requirements that may be needed for team members to complete the project
o Constantly monitor the project baseline to ensure progress in within preset scope, defined timeframes,
and budget.
o Manage project changes as per project management procedure
o Manage project performance on a continual basis & recommend corrective actions as bedded
Rama Al-Jeroudi
o Ensure that project's deliverables are met project owner requirements
o Report on a regular basis to program manager and company' managements on project progress

Syriatel Commercial Department - Support Unit Support Supervisor 2012 - 2017

o Gathering and monitoring information that related to received requests of Commercial Department's
entities (through Axios ticketing system) & requested reports to be handled by my staff as per set
objective & expected achievements.
o Clear direction & recommendation while drafting of documents "specially Quality documentations" and
preparing reports as per their set frequency, such as: analyzing received Alerts when unexpected trend
occurred & make them as open cases.
o Respond to urgent queries & general problems and handle Commercial Department' requests "such as
SIMs, Numbers, System Configurations) while ensuring their timely and accurate timeframe "service
level agreement" , in addition to escalate where appropriate as per corporate communication policy
o Support processing the administrative, logistical and financial tasks to ensure queries are delivered
consistently and to the required standards
o Contribute to the development of accurate documentation & processes by periodical revision
o Set standard systems and files "archiving process", to ensure information is accurate and readily
available for the function
o Highlighting the missing information in department's reports , and identify the found discrepancies of
reports between Corporate' departments in addition to provide the managements with administrative
recommendations which should be proper to report's status
o Take responsibility for Support Unit's data integrity to facilitate availability of accurate information in
corporate systems such as Billing System TABS.
o Benchmarking, Evaluating, Analyzing the benchmark results that related to handled requests & reports.
In addition to performing overshooting analysis and optimization. Such as handled tickets
within\exceeded time frame
o Coordinating with all concerned departments regarding live operations & on-going projects to follow up
its achievements

Syriatel Sales Department Support Unit - Operation Administrator 2007 2011:

o Providing Sales Representatives, POS & Call Center teams with all support which require to complete
their daily jobs and insure Customer & Market loyalty and satisfaction and consequently increase
Corporate market share & beneficiaries.
o Providing Department Managements with administrative support, statistical reports with proper
proposals and recommendations.
o Recording the progress of all inquiries & requests within same department and translate it into a
monthly report.
o Insuring timely and accurate accomplishment of Company's requisitions which owned by department (as
per Market forecasting & frequent consumption)
o Coordinating with other departments regarding administrative support operations to follow up and
execute all Corporate products' workflow and develop all proper fulfillments of needed requirements.
o Responsible to study new Projects which related to our department development annual plan, ensure its
requirements, following up its achievements

Syriatel Customer Service Department Back Office Unit Retention Specialist 2005 2006:
o Professional treatment with angry customers.
o Handling and analyzing customer' complaints within pre-set time frame with providing efficient
solutions.
Rama Al-Jeroudi
o Inter-departmental relations, analyzing problems and suggestion the purpose solutions with accurate
calculation regarding customer's compensation refund.
o Insure customer's loyalty and satisfaction and consequently increase our service quality level by
exceeding customers' expectations throughout our commitment to Corporate Values.
o Responsible for maintaining continually improvement of SQMS (Corporate Quality Management System -
ISO).

Syriatel Customer Service Department Call Center Unit Call Center Representative 2004 2005:
o Answer and welcome customers' questions & inquiries in professional manner and providing them with
accurate answers.
o Understanding and analysis all types of problems and reporting them to their responsible departments.
o Register accurate daily operational statistic on system

Qualifications:
Customer Service Excellence.
Give and Receive Effective Feedback.
Problem Solving & Decision-making
Excellent Communication Skills
Managing the Anger
Managing & Improving Problem Performance
Enhanced Listening Skills
Manage Time & set priorities
Creativity & Mind Mapping
How to ensure customer satisfaction and loyalty by providing the best quality of services and reflecting the
corporate best image.
Discovering & Achieving Balance in your professional and personal life
Practical Communication Strategies
Volunteering in Charity Program: Acting as coordinator between Carports employees & Orphan Managements to
obtain monthly contributions that may support Orphan' children. Knowing that monthly contribution is more
than160,000 since 2007 & up to date

Bilingual:
Language Skill Level Years of Experience
English Very good More than 16 years (Studying & Business Language)
Arabic Expert Mother tong

Professional References: Upon Request

Computer Skills:
Microsoft office - very good grade:
Excel, Outlook & Word: Excellent
Access, Power point, internet & MS Project: Good
Certification of Completion Microsoft Access 2003 specialist

Thank You