Maintenance Managere
Raya Integration
Total years of experience :24 years, 4 Months
Customer Service Manager for maintenance (CSM)
for NW, NW infrastructures, PBX, ATM, small and medium business (pc’s, printers, plotters, ….), HP high end products, light current ( CCTV, Fire alarm & fire fitting, public address, surveillance system, HVAC, ..) and workshop departments at Raya building
1. Rayaintegration A Subsidiary of Raya Holding March
2000 till present
Job Description :
1. Ensure the day-to-day effectiveness of the Customer Care team by
ensuring that all systems and procedures are followed, and customer
expectations are met in a timely and professional manner.
2. Support the team with day to day operations and ensuring staff training.
Maintain a positive “can do” attitude and maintain the team spirit, manage
and motivate the team.
3. Manage any customer complaints monitor the performance of operations;
and provide progress and status reports.
4. Generate daily status reports and investigate any deviation and implement
corrective action. Generate and updating documents in order to keep
management fully informed.
5. Review operational procedures and develop a “best practice” culture.
Ensure all procedures are adhered to and promptly to the notice of
management.
6. Ensure counting development and improvement in Customer Satisfaction
and keep and maintain all relevant customer record CRM.
7. Implementation of a robust data management system to ensure recording
of essential information for each owned/inventory asset.
9. Monitor the effectiveness of pre-handover inspections, ensure feedback
is followed up and escalated where necessary.
10. Manage the process for the handing over of properties to Customers;
ensuring the customer receives a professional handover of their property.
11.Responsible for Annual and strategic Plan .
12.Manage daily operations (Follow up performance and productivity for
operation team).
13.Manage contracts SLA (response and fix time).
14.Responsible for Target achieving.
15.Responsible for Staff variable.
16.Manage training new staff for both soft and hard skills .
17.Managed ISO process .
18.Manage escalation channel and customer complain.
19.Responsible for tools availability and calibration.
20.Responsible for parts and equipment for stock availability.
21.Manage for quality assurance test.
22.Responsible for Internal and external customer satisfaction.
23.Responsible for Internal Auditor.
. Technical Project Manager
7 years’ experience
For IT, NW, PBX, ATM, light current and workshop departments at Rayaintegration
• Executing the project on time, within the approved budget and in accordance with the contract specifications.
• Ensuring that the quality of materials and the installation of work are in accordance with the criteria identified for the project.
• Preparation of Bid Summaries in conjunction with the Project Quantity Surveyor.
• Recommending the award of sub contract work.
• Receiving of all relevant information regarding design, drawings and engineering.
• Reviewing with the Construction Manager and the Planning Engineer the detailed programs for the execution of the project.
• All aspects of the project Quality Management & Control system.
• Ensuring that suitably qualified personnel required for the project are mobilized in a timely manner, as required.
• All aspects related to project health, safety, environment & security.
• Follow up with the purchasing section for the procurement of material.
• Reviewing the manpower requirements for the project.
• Ensure proper material planning, allowing for sufficient time for approval and processing of material requisitions.
• Compilation of all necessary progress reports.
• Attending meetings with the consultant, client and sub-contractors.
. IBM World Trade Corporation (Egypt) October 93 till March 2000
Title: Workshop supervisor.
. JEOL - December 89 till October 93
Title: CSE
1- Banha Electronics High Institute B.Sc in Electronics1989 Department of Electronic Communication. Grade: Good 2- Faculty of Arts Cairo University. B. A of English translation 2002 Grade: V Good 3- OR Diploma (operation Research) High Education Cairo University
Operational research uses advanced statistical and analytical methods to help improve the complex decision-making processes to deliver a product or service. Working in this field, you might be identifying future needs for a business, evaluating the time-life value of a customer, or carrying out computer simulations for airlines. Postgraduate Diplomas last for six to nine months (full-time) and include the modules and assessed work of a Masters, without a dissertation. This allows you to proceed to a Masters in mathematics if your undergraduate degree was in a different subject. Our Postgraduate Diploma in Statistics and Operational Research is aimed at those with a first degree in which the major subject was mathematics, and we expect you to have prior knowledge of statistics – for example significance testing or basic statistical distributions – and operational research such as linear programming.