Looking for new challenge

1. T A L A L F I S A L K A D D O U R A
Resume
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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: talaltell@hotmail.com Mobile: +968-92113492

2. T A L A L F I S A L K A D D O U R A
Resume
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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

3. T A L A L F I S A L K A D D O U R A
Resume
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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.

4. T A L A L F I S A L K A D D O U R A
Resume
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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.