Wafaa Salem

Experience

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  The Coca-Cola Company

  Aug 2017 - Aug 2017

  Summer Intern
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  ENPPI

  Aug 2018 - Aug 2018

  Summer Intern
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  Logical Technology Solutions

  Sept 2020 - Dec 2020

  IT Specialist

  -Registration and installation of software.-Troubleshooting software, hardware and network issues.

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  IBM

  Dec 2020 - Mar 2022

  Hardware Support Engineer

  -Acted as the primary liaison between IBM field support staff and customers, leveraging my technical background to provide effective solutions for high-volume product environments.-Consistently ranked as the top performer for customer satisfaction across 8 consecutive rounds, exceeding client expectations by resolving technical issues swiftly and efficiently.-Played a key role in process optimization by creating a knowledge hub, which leveraged my technical expertise to reduce onboarding time for new hires by 30%, improving team efficiency and support delivery. Show less

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  Oracle

  Mar 2022 - Feb 2023

  Account Manager

  -Managed key accounts and $15M in renewal revenue, focusing on Oracle cloud and SaaS products to drive customer retention and ensure solutions aligned with client goals.-Focused on identifying at-risk accounts and providing proactive education and support to retain clients, ensuring long-term success through strategic guidance and tailored solutions.-Guided clients through the entire process, from renewal to implementation, collaborating with cross-functional teams to resolve issues and ensure satisfaction at every stage.-Applied the Challenger Sales method to uncover client needs and deliver innovative solutions that supported client objectives, strengthening relationships and driving retention.-Led the full renewal cycle, coordinating with collections, credit, and product teams to ensure seamless renewals and continued customer success. Show less

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  Microsoft

  Feb 2023 - Jan 2024

  Customer Life Cycle Manager

  -Gained comprehensive knowledge of Microsoft cloud solutions and leveraged this expertise to tailor services to meet client needs, driving successful project implementations.-Built and optimized client relationships by aligning cloud-based solutions with the evolving needs of businesses, ensuring they could achieve their goals and drive impactful results.-Managed the full customer purchase cycle, from initial engagement through to post-purchase support, ensuring client satisfaction at every stage.-Focused on long-term client success by offering personalized support and strategic guidance, helping clients implement innovative projects that added significant value.-Collaborated with cross-functional teams (product, marketing, support) to integrate client feedback into product roadmaps, leading to enhanced satisfaction with new features and solutions.-Used BANT and SPIN methods to identify sales opportunities, maintaining strong engagement through regular communication and effective solution delivery. Show less

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  Pulseway

  Jan 2024 - now

  Account Manager

  -Managed a diverse portfolio of clients, developing a deep understanding of their business goals to deliver customized solutions that addressed unique needs.-Cultivated strong client relationships by providing proactive product training, resources, and strategic support, resulting in high customer retention and loyalty.-Anticipated client needs to implement preemptive solutions, reducing support inquiries and improving overall client satisfaction.-Strategically positioned value-added features and services to enhance client success and business growth.-Identified and pursued opportunities for account growth through tailored strategies, leading to increased client engagement and expanded partnerships.-Monitored and analyzed key usage metrics to address adoption challenges, driving improved product engagement and utilization.-Delivered consultative solutions that aligned with client goals, fostering growth through cross-sell, upsell, and expansion opportunities.-Maintained consistently high client satisfaction by delivering value-driven support and ensuring a seamless client experience. Show less