Customer Service Supervisor (Territory Manager)
Raya Integration
Total years of experience :14 years, 10 Months
Customer Account Management:
Responsible for overseeing customer accounts, addressing service and support needs, managing projects,
achieving SLAs and delivering customer needs.
Customer Relations:
Cultivating and maintaining strong relationships with key Banks in Egypt.
Team Leadership:
Managing Team of 8 Leaders across territories (Upper Egypt, October, Canal, and Sinai) with more than 60
Customer Service Engineers.
Team Performance:
Analyzing team performance, creating development plans, setting KPIs, evaluating teams, and planning
resource coverage and hiring.
ATM Department Oversight:
Monitoring financial aspects, issuing service invoices, and controlling costs for the ATM Customer Service
Team.
Key Account Manager Responsibilities:
In my role as a Key Account Manager, I am entrusted with the management of essential bank accounts. This includes
overseeing and planning ATM installations, daily operations, training, and bill management, all while adhering to
customer demands to ensure a high level of satisfaction.
Team Leader
I hold the position of Team Leader (Act As Supervisor) responsible for the Upper Egypt region. My responsibilities
involve establishing and enhancing the customer service team through recruitment, training, supervision, continuous
improvement, coaching, and the development of future leaders. This is essential for consistently achieving all service
level agreements (SLAs) and ensuring customer satisfaction in our designated area.
(Act As Supervisor from Jan 2023 - Till Dec 2023):
Manage team of 4 leaders with more than 35 engineers around Upper Egypt area with Hiring, coaching, following,
analyzing to achieve operation area responsibility for ATM duties such as Inspection, installation, operations with SLA
achieving and full customer satisfactions.
Additional Responsibilities:
I contribute to the company's growth by identifying opportunities for improvement and expansion. This includes
analyzing resources, inventory, call volumes, growth rates, refining the hiring process, and creating manuals for our
devices.
• Customer Service Engineer for NCR Equipment (ATMs, Railway station devices ….)
• Urgent Maintenance + Preventive Maintenance + Installation of NCR ATMs.
• Analyzing whole Upper Egypt team area with suggesting more than hiring plan to aid the managerial level to take
the optimized decision.
Site Engineer:
1- CCTV System
2- Networking (switches and servers’ installation)
3- Access Control System (GE)
4- Audio & Video Systems
Responsible for developing a reward program for a Commission research excellence and quality
publication at King Saud University.
Cloud System Engineer: -
o company Network
o Studying and developing a cloud computing system with its network and virtualization using Xen, Hyper-V
and Ubuntu cloud.
o Developing a VOIP solution using Asterisk OS
ITI intake 29 Software Development track – Assuit 2009
B.Sc. in Electrical Engineering - Assiut University, 2007 - Major: Communications and Electronics - Overall Grade: Good (74%) - Graduation Project: Embedded System (Excellent)