Ghina Fares

Experience

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  TeleSupport International (An ITG Company)

  Feb 1998 - Jan 2006

  Call Center Manager

   Responsible for tracking and progress chasing of incidents to conclusion and in line with SLAs and quality standards. Management of critical customer incidents, associated customer communication, activities and any appropriate escalations. To provide incident analysis information and KPIs To build services relationship with clients, to conduct attend service reviews for key clients, to review performance reports, service improvements, quality and processes. To provide management and performance reports to an agreed schedule. Manage and collaborate with third party suppliers where appropriate and ensure that their performance and provision of services and quality is in line with our expectations and enables us to meet or exceed service levels. Responsible for making sure that working practices and processes exist, are robust, where ever possible are standardized and repeatable and support the Service Desk team day to day activities. To ensure these processes are continually improving. To produce business cases to support team activities where appropriate. To ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers. Responsible for ensuring that the Service Desk have the requisite knowledge to process customer incidents effectively Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. (20%) To design and implement new services for customers Show less

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  Emirates Computers

  Nov 2006 - Jun 2008

  Sales Account Manager

   Responsible for creating new opportunities and exploring new markets Ensure, Manage and supervise activities of product development Responsible for compiling, editing and presenting response to RFI and RFQ documents Responsible for proposal presentation Responsible for building and sustaining a healthy relationship with the client  Responsible for developing product knowledge and product skill sets

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  COE

  Jul 2008 - Feb 2019

  ITIL Consultant

  ITIL Consultant  Planning and implementing ITIL based processes for IT Service Management.  Strategic planning of IT Infrastructure services and organisation Perform GAP Analysis Create Requirement specification for new IT Management tool and evaluate incoming offers. Develop a “Best-Practice” Service Desk, Service Management processes and tools to support IT Services.  Draft, review and finalize documents, Service Catalogues, SLA (service level agreements), OLA (Operational level agreement). Organize workshops and training sessions based on ITIL processes Show less

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  Ministry of Education – UAE

  Oct 2019 - now

  Senior Quality System specialist- ITIL- ISO2000 and Audit Framework
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  ITQAN Al Khaleej Computers

  Jan 2023 - now

  Operations Manager