Imam Eddin Jamali's curriculum vitae provides the following information in 3 sentences: Jamali has over 8 years of experience implementing Oracle Utilities customer care and billing systems with 5 project implementations. He is currently working as a Senior Business Architect for Oracle Utilities at Global Technology Services, where he is implementing CC&B 2.4 for Sharjah Water and Electricity Authority. Jamali also has over 7 years of customer service experience in the UAE, including roles managing customer service for Veolia Water Company and Thames Water Middle East.

1. Curriculum Vitae
IMAD EDDIN JAMALI
P.O. Box 6442 Dubai, U.A.E.
Tel: +971561135425
E-mail: imadjamali@hotmail.com
PERSONAL DETAILS
• NATIONALITY: Syrian
• PLACE & DATE OF BIRTH: Riyadh, KSA, 12th
July 1979
• MARITAL STATUS: Married
• LANGUAGES: Arabic & English; Fluent
• CHARACTERISTICS: Hard Working, Quick Learner, Team Player, and
Sociable.
• DRIVING LICENSE: In possession of a Valid U.A.E. Driving
License
• HOBBIES: Basketball, Football, Swimming, Cinema
Qualification Summary
Functional consultant Oracle Utilities customer care and billing system (CC&B) with Eight years
experience. Oracle Certified - CC&B Implementation Specialist with 5 projects implementations
(full life cycle), three in UAE and two in KSA. Currently implementing CC&B 2.4 for Sharjah
Water and Electricity Authority
Customer Service Professional with over than Seven years of experience in UAE in the area of
customer service management, service quality, Sales, business process design and
implementation, and customer service center within Multinational Companies.
EMPLOYMENT
14th
December 2008 - Till Date:
Global Technology Services (ENOC subsidiary company), www.gtsuae.com
Dubai UAE – Senior Business Architect for Oracle Utilities
GTS provides a spectrum of IT consulting and Implementation services across
industries such as, Oil and Gas, Trading & Distribution, Banking and Finance, Retail
Automation, Manufacturing.
Job description:
• Prepare functional designs as per business requirements
• Provide Orientation Training to the users.
• Configure and perform unit tests as well as assists the users in the UAT phase.
• Builds a strong relationship with business experts and translates business
requirements into system requirements and system settings.
• Documents business requirements and analyzes impact of the changes.
• Involves in implementing solutions, advising and supporting system users.

2. Curriculum Vitae
• Prepare training materials for CC&B and provide user training for the same
• Testing detailed functional designs for business solution components
• Prepare UAT, FAT test scripts and provide testing for the same
Projects:
• Automatic Meter Read Implementation (AMR):
Abu Dhabi Water and Electricity (ADWEA) 2009
• CC&B Upgrade Project ADWEA from 2.0.1 to 2.1.0
Abu Dhabi Water and Electricity (ADWEA) 2009
• Oracle Utilities Customer Care and Billing System Implementation (CC&B)
2.3.0
Ministry of Water and Electricity (MOWE) Medina Directorate in KSA 2009-2011
• Oracle Utilities Customer Care and Billing System Implementation (CC&B)
2.3.0
Ministry of Water and Electricity (MOWE) Tabuk Directorate in KSA 2011-2012
• Currently implementing CC&B 2.4 for Sharjah Water and Electricity Authority
8th
March 2006 – 11th
December 2008
Veolia water company, www.veoliawater.com
Ajman U.A.E – Customer Service Manager (Back Office), Ajman Waste water
Project
Veolia Water Company is the world leader in engineering, design and execution of
construction projects for turnkey facilities and water treatment plants.
Job description:
• Plan, organize and control resources for optimal utilization to deliver appropriate
customer service
• Develop long term capacity plans and provide accurate workload predictions for annual
budgeting and planning.
• Develop and maintain departmental budgets and performance goals and ensure the
same is achieved.
• Ensure staff is motivated and conduct performance review for all staff.
• Identify team and individual training needs and develop plans for immediate and long
term performance improvements and oversee the same.
• Conduct performance appraisal for all staff.
• Ensure compliance to process and procedures and ensure that process and procedure
are current and periodically review for any risk related gaps.
• Provide management information and analysis regarding workload, traffic distribution,
service performance.

3. Curriculum Vitae
• Managing all the issues related to the plots ( creation ,deletion, splitting,
combining)
• Managing field works (dispute properties ,customer complains ,missing information)
• Generate bills for over 100 thousands customers in monthly basis
• Managing bills delivery (hand delivery and post delivery).
• Handel all bills errors in daily basis
• Preparing reports for all bills generated ( total numbers of generated bills & delivered
,etc)
• Managing Bad Debt Recovery Process
• Worked on CC&B system (customer care and billing system )
• Prepare all the configuration, Business process, test scenarios ,acceptance scenarios
for CC&B system for all the issues related to back office department
• Provide daily, weekly and monthly analysis and reporting concerning the work of the
team to enable development of the team through coaching and providing feedback
• Stay current on available technologies and work processes that have potential to
improve customer service.
Training:
1- Veolia Company in Morocco from 1/7/2006 to 8/7/2006:
• Improving Management Skills
• Customer service skills
• Supervision skills
2- Business Objects from 28/8/2006 to 31/8/2006 Received Certificate
• How to create environments in Business objects
• How to run reports by using these environments
3- Supervisions & management Skills from 23/2/2007 to 26/2/2007 by Visionpro
Corporation- Received Certificate
• Improving delegation skills
• Improving management skills
• Improving supervisory skills
• Improving coaching skills
4- Facilitators Developing Workshop from 17/5/2007 to 19/5/2007 Visionpro
Corporation- Received Certificate
•To increase confidence.
•To improve techniques.
•To eliminate common speaking crutches.
•To skillfully handle interruption, distractions and difficult question.
•To increase the clarity and credibility.
5- Attend Customer Marketing Seminar in Veolia Company – France from
19/11/2007 to 23/11/2007 – Topics handled in the seminar are
• What Is Marketing
• Improve our customer service
• Veolia Customer Service Commitments

4. Curriculum Vitae
• Best Practices for Complaint Handling
18th Jan 2003- 8th March 2006:
Thames Water Middle East GMBH, Ajman, U.A.E – Key Account, Data Processing
Supervisor, Ajman Waste water Project.
Job description:
• Supervising data processing agents
• Managing customer complaints
•Quality control of data
• Supervising Key Account agents.
• Managing incoming & out going calls
• Handling VIP, VVIP and government of Ajman entities.
• Preparing a weekly report
• Supervising field agents.
• Planning field work areas.
Training:
1. Received 20 days customer service training which includes attending to customers,
telephone etiquette, how to deal with difficult customers, effective communication etc.
by a Customer Service Consultant from UK.
2. Received 7 days training on ACD system (Artisoft TeleVantage 5 Client)
3. Recevied4 days training on fire safety and first aid by Ajman Civil Defence and
received a certificate.
15th April 2001 – 15th Jan 2003
Next, AlShaya Trading, Dubai, U.A.E. – Sales Associate
Job description:
• Providing best Customer Service.
• Handling cash & credit card transactions.
• Stock management – Checking the floor for the required stock on a daily basis
and placing an order from the warehouse.
• Window displays – Displaying the new collection and replacing the items as
and when the new stock arrives.
• Achieves monthly target
Training:
Attended a 4-days internal Customer Service Training Course
Awards:
Received Outstanding Sales Performance Award on 30 June 2002
Received Outstanding Sales Performance Award on 23 July 2002.
EDUCATION / Certificates
• High School Certificate [1998], Al Kindi High School, Aleppo, Syria
• Business & Administration Degree [2000], Institute of Business & Administration,
Aleppo, Syria
• MCSA Microsoft Certified System Administrator Windows 2000 [2002], ExecuTrain,
Dubai, U.A.E.
• MCSE Microsoft Certified System Engineer Windows 2000, ExecuTrain, Dubai, U.A.E.

5. Curriculum Vitae
• Bachelor of Science (Honours) in Computer Science B.Sc. Punjab University, Pakistan
from 2006 to 2010
• Oracle Certified - CC&B Implementation Specialist.
Skills:
• Microsoft Office
• Supervisions & management Skills
• Business Objects
• Good knowledge of SQL developer
• Excellent communication skills
• Computer Assembling

6. Curriculum Vitae
• Bachelor of Science (Honours) in Computer Science B.Sc. Punjab University, Pakistan
from 2006 to 2010
• Oracle Certified - CC&B Implementation Specialist.
Skills:
• Microsoft Office
• Supervisions & management Skills
• Business Objects
• Good knowledge of SQL developer
• Excellent communication skills
• Computer Assembling