Experience

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  Orange business services

  Dec 2014 - Jun 2016

  • Ensure compliance with performance targets (SLAs, MTTRs, and GTTRs) and overall customer satisfaction and that all KPIs are met and that the ITILv3 guidelines are followed.• Monitor the trends of every parameter affecting the service quality delivered by the team including all the aspects of the team.• Engage periodically and proactively with the customers directly or through the customer service managers through conference calls to minimize the gaps between the service desk and the customer and to know the customers issue and creating plans to improve their perspective and satisfaction.• Work as the point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames.• Implement the required strategies to ensure ongoing high levels of customer satisfaction through regular reviews defined ownership and continuous service improvement.• Ensure the adherence to company policy, processes & procedures.• Act proactively in identifying problems, analyzing and recommending Service Improvement Plans with the possible solutions obtained from technical teams for the department or business unit.• Identify the trends and the potential problem sources (by reviewing incident and problem analysis).• Prevent the replication of problems across multiple systems.• Review the efficiency and effectiveness of the problem control process.• Monitor the effectiveness of error control and make recommendations for improvements.• Follow up on the issues and progress with problem owners where necessary.• Produce problem management and management information reports.• Coordinate meetings to resolve problems.• Conduct interviews for the needed agents and work on the hiring process.• Conduct training and work on the shadowing process for the newly hired agents. Show less Provide a professional second and third technical support for Enterprise Network Management Customers.• Own the chronic and the complex problems / incidents and solve them under their analysis and current progress and status.• Execute the simple changes.• Highlight all the single point of failures and potential issues that might affect the customer to the customers' account team.• Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.• Provide updates as needed to the customer in order to meet performance objectives.• Comply with all the special processes and procedures agreed on with the account teams and customers.• Ensure that the cases are allocated to the most appropriate ‘next step’ as part of the case• Flow process.• Perform technical escalations in line with company procedure.• Monitor systems, customer networks and products and deal with alerts and events as appropriate.• Liaise and refer issues to correct/relevant entities when needed.• Act as the Single Point of Contact (SPOC) for 2 of the highest profiles customers. Show less

  • Team leader of Cairo customer support sercive desk

    Jan 2016 - Jun 2016

  • Senior Incident specialist

    Dec 2014 - Dec 2015
• 

  The big squeezy

  Jun 2016 - Sept 2017

  Materials and production planner

  Leading the supply chain team of one of the fastest growing start-ups in USA.• Managed to maximize the company’s profit by decreasing the losses and by better forecasting and inventory control.• Coordinating the work between the different departments in the supply chain departments to work with zero losses.• Designed excel based ERP system to manage the whole organization.• Forecasting demand, and using data from sales, and marketing departments to produce monthly production plans. Show less

• 

  Schneider electric

  Sept 2017 - Jan 2019

  Projects engineer/manager
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  Orange business services

  Feb 2019 - Jan 2021

  Lead project manager
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  Vodafone business

  Jan 2021 - Nov 2023

  • MSaaS Programme Manager

    Dec 2022 - Nov 2023

  • Senior C&S Project Manager

    Jan 2021 - Mar 2023
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  Pepsico

  Sept 2023 - now

  Transformation & process excellence manager
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  The mind space.

  Dec 2023 - now

  Coach