Muhammad A.Gouda

Experience

• 

  Vodafone International Services (VIS)

  Oct 2008 - Oct 2014

  •Acts as Global operations SPOC and first escalation point.•Coordinates and execute required programs and projects side by side with the customer.•Analyze gaps at operations level and set-up small projects to overcome issues spotted.•Setting and execute service improvements plans with local market teams.•Hot housing new on boarded customers to make sure operational requirements have been met for both customer and vendors.•Making sure all operational updates to be cascaded to involved parties.•Service Level Management by maintaining targets at the agreed level with the customers.•Designing new operational work frame to utilize customer input into the desired output. Show less • Assisting advisors when it comes to followed procedure or policy. • Finding gaps in followed procedures polices, changing them to what’s best for the customers and reflecting a better service. • Helping new comers on queue and coaching them in providing a quality service. • Monitoring service level and agents behavior on the queue to achieve the target. • Delivering new products information to advisors. • Measuring advisors knowledge as far product info, policies, procedures and their technical knowledge.• On the 15th of December 2009 I was appointed a team leader. Show less

  • Global Enterprise Accounts Lead

    Apr 2012 - Oct 2014

  • GSOC Sr. Advisor

    Oct 2010 - Mar 2012

  • International Account Advisor - Vodafone Australia

    Oct 2008 - Sept 2010
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  Vodafone Group Enterprise

  Oct 2014 - Oct 2018

  Technical Solutions Manager

  Focused on supporting Vodafone Global Enterprise (VGE) Customers across multiple regions and technical services while providing management support to multiple customers/end users and be accountable for delivering all contracted technical services from the VGE Portfolio. Also accountable for ensuring customer specific processes and procedures are implemented and followed. These may include hands on incident handling, incident resolution, availability and performance monitoring, maintenance of operating plans and schedules.• Leading team a team of desk based service managers. • Accountable for overall Technical Service Operations to nominated customers or technologies• Diagnosing process faults for Global Operations• Ensuring all management KPIs are adhered to within target SLA’s• Ownership of all customer facing technical documentation including Incident and Outage Reports• Manage activities effectively whilst focusing on objectives and results and prioritizing accordingly..• Take ownership of customer technical project after implementation and act as central point of contact to both internal and external stakeholders• Support Service manager and sales team in a pre-sales capacity acting as an expert on Vodafone Global Enterprise products and services. Show less

• 

  Orange Business Services

  Nov 2018 - Feb 2023

  Senior Global Service Manager• To have overall accountability for the quality of solutions provided to multi-national Customers. (measure service provided against defined Service Level Agreements).• Increase the value that Orange delivers to a customer, and deliver continual service improvement.• To be the Customer’s primary senior point of contact within Orange, for all escalated Service related issues.• Ensure full compliance of agreed solutions and services to meet customer needs; proactive monitoring of agreed Service levels in order to deliver exceptional service and acknowledged customer value; focus on beating the target.• Engagement in organic growth orders / upgrades if there is no CPD / PM assigned and/or the process is not working smoothly.• Ensure customer sees and feels Orange Business Services delivery as a seamless team irrespective of internal / third party structures.• Identify and mitigate risks (failure or delay ensure appropriate levels of business contingency / continuity are in place.• Present monthly service reviews and Service Improvement Program actions; manage customer expectations; interpret high-level dashboard of all operations to customer (sponsor / service director). Show less Orange Business Services customer service managers manages and integrates the complexity of international communications, freeing Orange customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions.• Leading unified communication service tower across Multisourcing Service Integration operations centre for global reach. • Holding accountability for the Quality of solutions provided to Customer.• Acting as the customers' primary point of contact and an escalation point.• Proactively identifying existing Customer needs, and opportunities and grow the customer relation with Orange.• Ensuring customers complains are managed and resolved in a timely manner.• Handles non-commercial customer queries and complex customer service issues. Show less

  • Senior Service Manager

    Nov 2020 - Feb 2023

  • Service Manager

    Nov 2018 - Nov 2020
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  PwC Middle East

  Apr 2023 - now

  Consulting Manager