Mahmoud Essam

Experience

• 

  Sykes Enterprises, Inc.

  Feb 2012 - Jun 2016

  Delivery of Customer Service and Call Center Management.Setting goals and objectives.Providing assistance and support to all team members.Providing a climate for motivation.Creating a supportive working relationship.Providing opportunities for future growth and advancement.Manage the performance of the team, developing and coaching team members when they are carrying out their normal dutiesManage the performance of the TEAM by recognizing and rewarding the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experienceDeal with underperformance cases in a professional, consistent and timely manner, seeking advice as necessaryConduct regular 1:1 daily checkpoints and weekly PEPs.Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve and agreeing and monitoring development plansManage the workloads of the team, motivating them to ensure that all KPI’s are metManage client relationships where applicableManagement of day to day activities in the call center with your peers and OMD teamEnsure that contracted service levels for the support are consistently delivered across all lines of businessMonitor and feedback on all transactions (calls; emails; faxes, data entry; case logs) as applicable to current and future business needs.To provide individual coaching & training to team members where appropriate.To assist with process & product training on the account.Foster a culture of continuous improvement in the account and overall operation.Manage time and workload in order to meet administration requirements of the role.Advise and propose solutions for customers via telephone, email, fax.Create and maintain effective working relationships with all colleaguesPromote a positive and professional image of the organization. Show less Conducts quality review of telephone and e-mail representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.Audits representatives' inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures.Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.Coordinates with department Team Leaders and Managers to ensure appropriate number of audits is performed for each phone representative and to ensure representatives' availability during audit periods.Evaluates and records the quality and performance during each call.Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions.Provides feedback on uniform application of guidelines and procedures.Provides critical data used to generate weekly or monthly reports on the performance of phone or email representatives.Identifies adverse performance trends and patterns.Provides input and assistswith the development of additional training or policy and procedure changes that may be required to enhance service productivity.Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures.Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.Participates in meetings and presentations or other designated special projects as assigned by department management.Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.Develops job aides and other tools to assist representatives in improving overall quality of interactions. Show less Respond promptly to customer inquiries, technical issues, complaints via email, phone.Obtain and evaluate all relevant information to handle product and service inquiries.Use various media to reach out to customers and verify account information.Keep records of customer interactions and transactions.Assist with placement of orders, refunds, or exchanges.Assist with Product Repairs if technical issues cannot be resolved remotelyAdvise on company information.Maintain customer databasesCommunicate and coordinate with internal departments.Follow up on customer interactions.Provide feedback on the efficiency of the customer service process. Show less

  • Team Supervisor

    Sept 2015 - Jun 2016

  • Quality Mentor

    Sept 2013 - Aug 2015

  • Technical Support Advisor (Sony products: VAIO, TV, Camera, printers, connections…etc.)

    Feb 2012 - Sept 2013
• 

  IBM

  Jun 2016 - Oct 2019

  Systems Support Specialist (IBM Spectrum Protect, Formerly Tivoli Storage Manager)

  Providing initial remote technical software support for BACKUP & RECOVERY to clientsInteracting with client and IBM functions consistently until problem solutionAnalyzing problems/situations, understanding problem impact on client businessApplying problem solving techniquesTake the lead on difficult Systems-focused client problemsHelp clients with serious deployment issues or to overcome critical outagesResponding to client queries, providing timely resolutions to client issuesMaintaining highest client satisfactionMaintaining positive client relationships even in severe and pressurized situationsPerforming problem management and end-to-end problem ownershipLogging all related activities for each customer query and handling client data securelyEmploying IBM's standard support delivery methodologies and toolsPerforming in international software support delivery processes and environmentsProvide support for software related custom integration and implementation support of IBM products at customer sites involving unique environments and configurations; this may include pre-site inspection, initial installation, troubleshooting, implementation, customization, integration, and product orientation for the customer.Demonstrate system capabilities, review software operation and management tools, and provide information to customer concerning the operation and use of IBM products.Provide proactive recommendations to the customer for improving their use of IBM storage solutions to help maximize their satisfaction with IBM. Actively contributes to the configuration, layout and performance tuning of IBM products.Supporting the design and operational execution of the customer's disaster recovery process as required.Supporting the necessary storage infrastructure maintenance and necessary data migration, as required.Provide assistance to IBM technical teams in the development of custom solutions and implementation preparation. Show less

• 

  Amazon Web Services (AWS)

  Oct 2019 - Jul 2022

  Members of the AWS Support team are at the forefront of this transformational technology, assisting a global list of companies and developers that are taking advantage of a growing set of services and features to run their mission-critical applications.Primarily responsible for solving customer’s cases through a variety of contact channels. Apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.Interact with leading engineers around the world.Partner with Amazon Web Services teams to help reproduce and resolve customer issues.Leverage my extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.Drive customer communication during critical events.Drive projects that improve support-related processes and our customers’ technical support experience.Write tutorials, how-to videos, and other technical articles for the developer community.Work on critical, highly complex customer problems that may span multiple AWS services.Apart from working on a broad spectrum of technical issues, I also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, or work with leadership on process improvement and strategic initiatives.This role supports our services that focus on distributed, cloud infrastructure of AWS S3 storage, Cloudfront, Storage Gateway, Glacier, Simple Email Service, Snowball, EFS, FSx, AWS Elemental Media Services (Video streaming, Transcoding and storage solutions), Kinesis Video Streams, Elastic Transcoder, AWS Transfer for SFTP, Datasync and AWS Backup. Our support engineers are also the “voice of the customer” and have a strong voice in to the development teams for recurring issues or feature requests. Show less AWS offers a broad set of global cloud-based products including compute, storage, databases, analytics, networking, mobile, developer tools, management tools, IoT, security and enterprise applications. These services help organizations move faster, lower IT costs, and scale.Members of the AWS Cloud Premium Support team are at the forefront of Cloud technologies, interacting with the full breadth of AWS services. Work on critical, highly complex customer problems that may span multiple AWS services with a little more focus on the SCD services like:- Storage Services (S3, Storage Gateway, Datasync, Backup, Glacier, Snowball, SFTP)- Content delivery networks (CloudFront, VPC, Route 53, API Gateway, Lambda@Edge)- Transcoding & streaming (Elastic Transcoder, MediaConnect, MediaConvert, MediaLive, MediaPackage, MediaStore, MediaTailor, IVS, Kinesis Video Streams, Elemental Appliances & SW)- Messaging (Simple Email Service (SES))- Security (IAM, WAF, S3 Bucket Policies, KMS, TLS)- Compute (EC2, Lambda)Provide advanced monitoring, troubleshooting solutions to customers along with replicating and reproducing issues in order to provide high standard resolutions for complex situations.Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.Interact with leading technologists around the world.Work directly with AWS architects to help reproduce and resolve customer issues.Provide feedback to internal AWS teams on how to improve our services.Drive customer communication during critical events.Beside working on the technical issues, the role may also include coaching/mentoring new hires, developing and presenting training, partner with development teams on complex issues or contact deflection initiatives, participate in recruiting, write tools/script to help the team, or work with leadership on process improvement or strategic initiatives. Show less

  • Cloud Support Engineer II (Storage & Content Delivery)

    Jul 2021 - Jul 2022

  • AWS Cloud Support Engineer (Storage & Content Delivery)

    Oct 2019 - Jul 2022
• 

  Microsoft

  Jun 2022 - now

  Senior Service Engineer | Azure Advanced Cloud Engineering (ACE)

  Azure Cloud Engineering (ACE) is a global Azure Engineering Support organization (part of Azure Customer experience group) that is customer-obsessed, and support engaged, with an engineering mindset. Our mission is to turn Azure customers into fans with a world-class engineering-led support experience. Azure Cloud Engineers (ACE) are the primary support and engineering contact accountable for the customer’s Azure support experience driving resolution of complex critical problems and supporting key customer projects on Azure. We also act as the voice of the customer within Azure to escalate problems and to drive priority of platform/support improvement needs for customers.In this role, we work together with field teams (Customer Success Account Managers, Cloud Solution Architects, Support Escalation Engineers) and Azure engineering teams to: Proactive Customer Engagement: Understand and support their key solutions, workloads, and priorities on Azure including regular engagement on trend analysis, proactive monitoring, and event planning. Strategic Project Execution: Own project-level Azure issues through to resolution whilst ensuring support and engineering readiness for key milestones. Critical Problem Resolution: Lead Azure Support to drive fast mitigation of issues impacting critical workloads and provide timely communication in a 24x7x365 global support environment. Case Ownership: Directly own a subset of customer support cases from end to end. Deliver a great customer support experience. Continuously grow Azure technical skills.RCA Ownership: Own the timely delivery of quality root cause analysis (RCA) to understand and prevent future occurrence of reported issues. Engineering Engagement: Advocate driving product feedback, feature requests to address customer pain points and improve Azure resiliency. Show less