Ibrahim Naser

Experience

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  Extensya

  Dec 2017 - Nov 2018

  Quality Lead

  -Developed and provided training for new joiners in the call center.-Provided quality reviews for more than 50 call center agents and provided them with improvement plans for their soft skills, performance and KPIs.-Revised and drafted policies and procedures to address deficiencies comprehensively.-Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.

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  Cisco

  Nov 2018 - Oct 2020

  After-Hours Incident Manager

  -Assessed incident priority based upon impact to business and escalated issues as necessary.-Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.-Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.-Sending internal and external reports during the case troubleshooting.Assisting the customer and engineers during escalated cases by providing operational support and engaging the needed resources to resolve the case. Show less

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  Microsoft

  Oct 2020 - Aug 2022

  Queue Manager

  -Managing a support engineering team and assigning cases based on the engineer backlog, skills and availability.-Managing the team SLA and KPI results while providing each of the 26 engineers with performance review and a 1 to 1 meeting every month.-Approving the team sick leaves, emergency leaves and holidays while making sure that the team performance is not affected by bringing additional resources when needed.-Communicating with multiple internal resources regarding case progression for escalated cases. Show less

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  Cisco

  Aug 2022 - Aug 2023

  Cell Team Incident Manager

  -Assessed incident priority based upon impact to business and escalated issues as necessary.-Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.-Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.-Sending internal and external reports during the case troubleshooting.Assisting the customer and engineers during escalated cases by providing operational support and engaging the needed resources to resolve the case Show less

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  MBC GROUP

  Aug 2023 - now

  -Lead and mentor a dynamic technical support team, fostering a collaborative and high-performance work environment.-Develop and implement team strategies, goals, and objectives to ensure the delivery of exceptional technical support services.-Ensure outstanding customer satisfaction by overseeing the prompt and effective resolution of customer issues.-Implement and maintain service level agreements (SLAs) to guarantee timely responses and issue resolutions.-Establish key performance indicators (KPIs) and regularly monitor the team's performance against established metrics.-Generate comprehensive reports on team performance, identifying trends and areas for improvement. Show less

  • Technical Support Supervisor

    Apr 2024 - now

  • Technical Support Team Lead

    Aug 2023 - Apr 2024