Total des années d'expérience: 16 Années, 9 Mois
avril 2014
A À présent
IT Services senior Analyst
à MARS Inc.
Lieu :
Egypte - Le Caire
• Acting as META region representative, (Middle East, Turkey and Africa), in the European IMPACT team
• Led and supervised the IT support team (4 staff) responsible for the whole campus.
• Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.
• Promoted to assume additional responsibilities as Technical Adviser providing expert guidance to Help Desk staff.
• Developed process within the team to improve communication and instilled a team mentality versus a support center island mentality reducing case turnover by 25%.
• On-site premium support for senior executive video-conferencing meetings - setup, test & support.
• Suppliers & Contracts Management, Follow up on the progress of running projects.
• Led and supervised the IT support team (4 staff) responsible for the whole campus.
• Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.
• Promoted to assume additional responsibilities as Technical Adviser providing expert guidance to Help Desk staff.
• Developed process within the team to improve communication and instilled a team mentality versus a support center island mentality reducing case turnover by 25%.
• On-site premium support for senior executive video-conferencing meetings - setup, test & support.
• Suppliers & Contracts Management, Follow up on the progress of running projects.
juin 2009
A mars 2014
BPO and Computer Trainer
à Information Technology Institute (iTi)
Lieu :
Egypte - Le Caire
• Business Process Outsourcing Data Trainer for Universities students under the supervision of the Ministry of communication and Information Technology.
• Facilitated, Managed and delivered training for soft skills, communication process and computer courses.
• Facilitated, Managed and delivered training for soft skills, communication process and computer courses.
mars 2008
A juin 2009
Technical Support Trainer
à Vodafone Egypt
Lieu :
Egypte - Le Caire
• Hired, trained and developed highly effective Technical support team that consistently exceeded 97% customer satisfaction ratings
• Achieved 25% increase in first-call resolutions by establishing internal training for product certification program designed to improve technical competencies of technicians.
• Facilitated, Managed and delivered training for soft skills, customer service, and call center software.
• Training of handling customer complains.
• Achieved 25% increase in first-call resolutions by establishing internal training for product certification program designed to improve technical competencies of technicians.
• Facilitated, Managed and delivered training for soft skills, customer service, and call center software.
• Training of handling customer complains.
juin 2007
A mars 2008
Technical Support Representative
à Vodafone Egypt
Lieu :
Egypte - Le Caire
• Act as a first line of support to all VF Egypt users’ inquiries (technical / billing).
• Closed 95% of trouble tickets on the first call without escalation.
• Awarded “Star Employee” three times for delivering outstanding technical support and customer service.
• Closed 95% of trouble tickets on the first call without escalation.
• Awarded “Star Employee” three times for delivering outstanding technical support and customer service.
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