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Catalina Marketing

Gainesville, VA

Work Experience

Manager, Technical Support/Sr. Program Consultant

Catalina Marketing/E-centives, Inc,

Apr 2000Current

Manager, Technical Support/Sr. Program Consultant
  • Manage and schedule email to ensure sends are completed by deadline
  • Schedule deployment in ExactTarget platform.
  • Create the HTML code for email templates (newsletters, spotlight emails, recipes, orange email, affiliate emails, and special email programs)
  • Update offers details, images and links.
  • Manage automated (Triggered) emails setup in ExactTarget environment.
  • Perform QA testing (of emails created internally/externally) to validate functionality and correct rendering in various browsers.
  • Create and execute detailed test cases and track defects.
  • Work closely with developers and programmers to correct defect issues, which are reviewed, analyzed and compared in quality assurance environment.
  • QA code implemented on client website insuring functionality and usability.
  • Manage international accounts (US, UK, Canada and France) that include Alamo, Almay, Colgate, Gerber and Trip Rewards.
  • Interacting with clients regarding creative (HTML/Plain text and images) email assets, scheduling, database processing and pricing when needed.
  • Manage subscriber data, import and segmentation using a combination of ExactTarget tools and adhoc queries.
  • Generate campaign performance and subscriber reports.
  • Provide customer support and researched for resolutions when necessary.

Project Specialist

Iridium LLC,

1999 2000

Responsible for defining requirements for Business Support Center Integration with the Application Support Team (AST).
  • Define system and staffing requirement and coordinated training as needed.
  • Interface with various departments in order to define and communicate clearly and concisely the consolidation requirements.
  • Produced written procedure documentation in Arabic and English.
  • Ensure integration phases completed within the defined budget and time plan.


Iridium LLC,

Dec 1998May 1999

Create Remedy based daily, weekly and monthly reports reflecting performance (open, closed and hold tickets) and trending: common and repetitive issues.
  • Create ACD based reports showing employee availability to receive incoming calls.
  • Created a monthly schedule to ensure proper coverage available to meet department responsibilities and their workloads.
  • Responsible for assigning, processing and resolving tickets received through Remedy.
  • Annual review given to team members based on performance and behavior; and one-on-one meetings given on as needed basis as well as department weekly meetings.
  • Special ability to transform serious problem accounts into amicable clients by re-establishing parameters of vendor/client relationship.


Iridium LLC,

Feb 1998Oct 1998

Team lead for the European team on an as needed basis as well as a liaison between the Middle East Gateway, IMEC, and different functional departments within Iridium LLC such as clearing house, billing and collection and information technology.
  • Provide bilingual (Arabic/English) support to IMEC concerning their everyday activities for example: marketing, financial, technical and general inquiries.
  • Provided QSSP training and MTTS (AR user & Notifier ) training to a group of coworkers.
  • Have the ability to track, troubleshoot, and analyze system problems that may be encountered.
  • Worked with Scala Development Team on enhancements and modifications to the Scala application.

Bilingual Customer Service Representative

MCI International, Arlington, VA

Feb 1997Feb 1998

Handled and maintained log on a personal computer of incoming phone calls.
  • Utilized the English and Arabic language to solve client needs and requests.
  • Effectively and efficiently met quotas and goals set by supervisory staff on a monthly basis.

English Professor

Al-Ummah High School and College,

Sep 1993Nov 1996

The course of study for the 30+ students concentrated on English language, grammar, anthology, various notable novelist and playwrights.
  • Responsibilities included supervising students and their daily work,
  • serving as a guidance counselor and tutoring on a one on one basis.
    • Created and observed behavioral records for each student.
    • Assisted teachers with the instruction of the English language.


Masters in English

University of Jordan , Amman



Remedy, MS Office Suite, Dreamweaver, Fireworks, Toad, SQL Language, HTML, CSS, Action Script2, Unity Script, high level knowledge of: ASP, C# and AmpScript, Microsoft Dynamics CRM

Additional Information

Remedy, MS Office Suite, PVCS, Crystal Reports, Dreamweaver, Fireworks, Toad, SQL Language, HTML, CSS, Action Script2, Unity Script, high level knowledge of: ASP, C# and AmpScript, Microsoft Dynamics CRM
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