Fatma Nabhan

Experience

• 

  Orange

  Jan 2013 - Jan 2013

  Trainee
• 

  Dell EMC

  May 2015 - May 2023

  • Responsible for sharing best practices in the process for technical and professional development. • Assist in creating processes that help in enhancing team performance and better analysis of the team performance. • Backup manager for my team.• Perform 1:1 meeting for team members to discuss any potential development found during the audit for quality. • Responsible to report to directors the global escalated cases in Recoverpoint team regarding the current state and the coming steps for resolvent. • Responsible for team members IDP fulfilling and arranging their trainings accordingly. • Responsible for auditing the team performance and reporting for senior manager developments needed to assist in IDP putting. • Responsible for KPIs fulfilling including Backlogs, CSATs and KB Linkage. • Responsible for Backlog audit for any potential negative CSATs, quality, engagement for needed resources and escalations. • Responsible for quarterly review for escalated cases for the engineering team for filtration for learning opportunities and preparing presentation for team to learn from it. .Responsible for onboarding of newcomers..Assist in different projects though the CEO and part of different committees. Show less • Provide technical support globally for all EMC’s customers worldwide by applying technical knowledge to analyze and use highly technical troubleshooting tools, content, and analytical practices • Validate technical information and issues an early warning and disseminates information as needed. • Use operational and diagnostics procedures to resolve issues in unique and sometimes complex customer environments. • Manage own schedule of cases, which includes determining priority levels and sometimes will include negotiating and setting expectations with customers • Sharing acquired knowledge concerning problem resolution with others to be used in future problem resolution. • Provide customer satisfaction through the whole process by keeping customer updates on regular basics and help as soon as required. Show less

  • Team lead Recoverpoint team in DELL

    May 2019 - May 2023

  • Technical Support 1,2

    May 2015 - May 2019
• 

  Orange Business

  Feb 2022 - now

  Lead Service Manager

  • Acts as the customers' primary point of contact and an escalation point.• Holds accountability for the Quality of solutions provided to Customer from Implementation to operation.• Handling different services like cloud Cyber security, VSAT and Networking services.• Handling Customer success Director Tasks as Breaches and penalties calculations .• Dealing with different entities like PM ,finance , Account managers , Sales , implementation and etc.. to provide quality to customer • Proactively identify existing Customer needs and opportunities and grow the customer relation with Orange.• Measuring customer satisfaction and improve services accordingly.• Prepare & Present Biweekly meeting , Monthly service review and Quarter service Reviews meetings.• Accountable for service improvement program , leading chronic incidents and SIPs• Handles change requests, tracking of change implementation, change reporting and change billing. Show less