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
o Very Good knowledge and usage of MS Office programs

Syriatel Commercial Department - Support Unit Administration Supervisor 2012 - 2017

o Supervise all administration staff within country (overall Syria)
o Monitor the protection of stuff' assets (cash, inventory, ) through internal policies and procedures.
o Support the development of Support unit'
annual plans and implementation of policies, systems and procedures to Unit' strategic objectives
"specially Stock availability & Head count"
o Collate data and prepare data analysis to provide management and clients with the accurate informatio
n and reports for efficient planning , accurate tracing and decision-making.
o Monitor Unit' program activities in line with strategy proposals and share observations with the
concerned team members and report the status & proper recommendations to the upper managements
o Contribute in identification of new requirements that achieve the cost & time efficiency of executed
operations, requests and services.
o Ensure the full commitment of provided services & reports aligned with the corporate policies &
procedures "such as SIMs, Numbers, System Configurations
o Supervise the related staff, and ensure their achievement as per set Support Unit' objectives.
o Ensure following the standard emergency preparedness practices to as per HR safety polices, since our
offices are in Damascus rural (Sehnaya)
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 Ensure that all orders are tracked from point of planning and request through to final receipt.
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 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 Very Good knowledge and usage of MS Office programs

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)
Rama Al-Jeroudi
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
o Very Good knowledge and usage of MS Office programs

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.
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).
o Very Good knowledge and usage of MS Office programs

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)
Rama Al-Jeroudi

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