Ziyad Hassab-Elnaby

Experience

• 

  Souq.com

  Sept 2018 - Jan 2019

  Customer Service Representative
• 

  Vodafone

  Oct 2020 - Jul 2021

  SME Customer Care Advisor

  • Act as a frontline interface with Enterprise Customers of Vodafone Egypt.• Handle all sorts of queries relating to Vodafone products and services.• Provide accurate, valid and complete information by using the right methods/tools.• Resolve customer’s inquiries within a timely manner.• Handle and follow up on customers’ complaints.• Value customer experience.

• 

  Orange Business

  Aug 2021 - now

  * Act as level one escalation point for the team.* Monitor team performance in technical and non-technical aspects.* Engage in crisis management activities and reviews.* Perform regular analysis of the team’s work through monthly scorecards.* Owns complex issues in the team and lead improvement plans accordingly.* Perform regular analysis on the team KPIs and communicate them to the team members and initiate ways to improve them.* Lead the technical knowledge, skills enhancement & training plans with the support of the team seniors.* Share experience and knowledge within the team by providing day-to-day guidance and coaching.* Ensure that the team’s work is managed with the appropriate priority and that the load is rightly distributed among team members on duty.* Attend regular meetings with team members, management and other team stakeholders when needed.* Represent the service desk in regular service reviews with the account team and customer contacts. Show less • Act as the point of reference and mentor for the team.• Share experience and knowledge within the team.• Provide day-to-day guidance and coaching.• Guide the newcomers through their induction phase.• Responsible for new customers’ and offers handover to operation.• Technical knowledge and overall skills enhancement.• Create, validate and update technical documents and knowledge documents.• Responsible for training delivery program (customer, technical, process).• Responsible for overall team improvements, including customer support and KPIs improvement. Show less • Provide support through the Service Excellence Process to Customers, including processing of Customers Calls/Inquiries, incident opening, qualification and management, troubleshooting and resolution.• Responsible for the management of both proactive and reactive cases ensuring a professional and consistent delivery of quality services to the Customers.• Provide a professional first point of contact for the Customer.• Accurately log all incidents/inquiries in a timely and effective manner.• Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other network/products utility program wherever possible.• Provide continual updates to the Customer and use internal escalation process when necessary in order to meet contractual and performance objectives.• Coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA definitions.• Resolve most of the incidents on all Services.• Document all troubleshooting and case management actions via the ticketing systems.• Ensure on time resolution, by escalating to the appropriated experts and management when en necessary. Show less

  • Operations Manager

    Aug 2023 - now

  • Senior Technical Support Engineer

    Oct 2022 - Jul 2023

  • Technical Support Engineer

    Aug 2021 - Sept 2022