Experience

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  Extensya

  Jul 2012 - Jan 2014

  Senior customer service representative

  Perform the tasks of monitoring, organizing, and coaching team on a daily basis Identify new ways to increase the opportunities of sales and service.Handle escalated calls, complaints, questions, and queries, as required.Draft general reports on performance and targets of team members as well as ensure that they exceed the targets.Excellent team player with good leadership skills.Certificate of appreciation as supervisory performance from Saudi Airlines (2013).Handle other essential tasks under the instructions of the team leader.Solve the complicated cases in Amadues system with follow up team. Show less

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  Royal academy of culinary arts - les roches

  Jan 2013 - Jan 2015

  It instructor

  Instruct students on advanced computer skills includingkeyboarding, Open Office, Microsoft Office (Outlook, Word, PowerPoint and advanced Excel).Developing lesson plans, student materials, and labs.Planning & delivering well structured lessons which engage & motivate students.Participates in regular professional development sessions set by the academyPresent learning materials in various mediums books,Internet, audio, and visual drawings.Assist students in homework assignments, skills development.Helping to prepare students for examinations.Having a positive and creative approach to teaching.Able to effectively manage students with difficult behaviour whilst encouraging them.Developing lesson plans in line with curriculum objectives. Show less

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  Extensya

  May 2014 - Dec 2014

  Wfm & training officer

  Meetings / briefings / coaching session’s real-time coordination.Ensuring timely and accurate wfm updates.Arrange agent schedule adherence, real time leave, Attendance tracking,Shrinkage & AUX monitoring.Accurate reporting delivery within specified or agreed SLAs.Use suitable formulas in Excel to make accurate report. Effective overtime management.Responsible for the real-time monitoring of agents, ensuring adherence to their schedules, handle pending time-off requests, schedule changes, and the daily exception management of team leaders, tracking attrition, absenteeism, and unproductive hours. Show less

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  Sita

  Dec 2014 - Dec 2020

  Lead operation review board, service performance review, or any other servicerelated customer meeting in line with contractual obligations and SGS standards.Leading a team from fifteen support engineers and responsible to maintain theSLA over 250 airports and 55 governments DCs.Notify and escalate to the service operation management and to SITA SeniorManagement as per the defined process for major customer or service outages.Comply with SGS Service Management standards, ITIL processes and practices asdefined in the Customer Governance, including: - Actively use the intranet CSMKnowledge Base to share key customer documents as required.Provide service reports to customers and line management.Proactively seek improvements and innovations in the services delivered by SITA.Seek feedback from the customer, agree and own the customer(s) Continual Service Improvement Plans (CSIPs).Daily/Weekly meetings with the CSS articulate the customer requirements andreview the pending cases to expedite with resolution.Participate in support engineer and customer training to have more visibility onprovided SITA services.Ensure that customer and product/service documentation is up to date in the knowledge tool and take appropriate actions to have them up dated as required. Show less Monitor and respond to alerts from government network and server monitoring system.Troubleshooting the government’s gateway server that accept a huge of transactions for APP/APIS/PNR data.Access multiple Linux servers to analysis different kind of data by enabling the data script to notify the carriers and the government of receiving data.Compress old logs file at /var in server to reduce the queue depth. Remote access solution implementation and support: Desktops, Printers (Boarding Pass Printer, Bag Tag Printer, and Tickets).Restart several kinds of Linux services in servers such as (DAS, AMQ and ITC) to restore the traffic transactions through servers.Providing customers with needed transactions from the server.Support different kind of SITA application such as (AMS, Prepare, Moblize, RTM, etc.) Dealing with different kind of Windows server’s (2008,2012) using active directory, Failover cluster and services.Work as a Subject Matter Expert (SME) on specific products and solutions to organize the transition of their support into the service desk environment.Track incidents and requests from identification through resolution. Follow up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.Assist service desk agents when needed and in case they are assigned to support complex products, as well as complicated customer solutions.Reporting the direct manager with daily incident reports that linked with problems or change. Show less

  • Team Co-ordinator Service Operation

    Apr 2019 - Dec 2020

  • Senior Service Desk Engineer

    Dec 2014 - Dec 2020
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  Microsoft

  Dec 2020 - now

  Customer success account manager

  Fulfill Support contract obligations by driving quality planning and delivery of Support services to realize customer business outcomes and overall experience with Microsoft solutions.Partner with the customer and Account Team to prioritize and plan customer engagements and programs across cloud and on-premise workloads.Define the outcomes to improve the health, performance, and business capabilities of the prioritized workloads to drive customer value realization.Orchestration, customer sponsor management, and stakeholder communication of prioritized engagements and programs.Track, escalate, and plan for the remediation of technical blockers and provide engineering feedback to further our product and solutions as appropriate. Show less