Marwan Al Awar

Developing relationships with key IT and business stakeholders, handling customers’ implementations and new enhancements. Manage the triage and resolution of high-severity cases, and drive business reliability and customer satisfaction. Gathered requirements related to epic user stories and developed detailed user stories based on business needs. Provided the development team with any requested clarification or information as required. Made information available for the backlog grooming exercise.

Providing advice for clients on best practice processes, and tools to optimize their customer care, customer experience, contact centers, and workforce management solutions. Provided consultancy services related to customer care and contact center solutions.

Customized telecom operators' customer care products and services to match customers’ needs, considering quality standards, customer satisfaction, user experience, and performance improvement. Fostered strong relationships with stakeholders and acted as a liaison between different digital teams to ensure a cohesive approach to strategic digital and data initiatives. Engaged in strategic transition planning, aligning teams’ activities, structuring knowledge transfe.

Managing and implementing large scale projects with more than 1000 business users providing services for telecom operators with more than 50 million subscribers. Deploying Cisco Contact Center solutions and corresponding TABS CRM modules. Helping telecom operators to solve their most complex issues with solutions and services that adhere to their business model/processes and that leverage operations and customer experience