Engy Ali

• Established and maintained communication with Delivery Service Providers (DSPs) through daily check-ins
and weekly meetings.
• Monitored and analyzed DSP performance, adjusting shipment allocations based on data insights.
• Managed escalated cases such as delayed shipments, missing packages, and customs issues.
• Oversaw international DSP operations, ensuring timely pickups and proactive issue resolution.
• Collaborated with IT and Operations teams to enhance customer delivery experience.
• Conducted performance analyses and developed improvement strategies.
• Gathered and analyzed customer feedback to implement service quality enhancements.
• Managed pending shipments in coordination with DSPs, Operations, and accounting teams.
• Led new courier integrations, including contract negotiations and API setups.
• Supervised Customer Care (CC) team activities, ensuring smooth issue resolution.

 MADA communication company - Kuwait
 Team Leader customer support Center - from 1/05/2018 till June 2021

• Managed team performance to meet Key Performance Indicators (KPIs).
• Built sustainable customer relationships and ensured customer engagement.
• Maintained comprehensive records of customer interactions.
• Monitored communications to ensure timely responses.
• Developed and updated workflow and procedural documents.
• Trained new team members and provided refresher training.
• Prepared and presented periodic reports for customers and management.
• Ensured appropriate shift coverage and escalated critical issues when necessary.
Project Management:
• Led the establishment of the Zain TCC (Technical Contact Center) department.
• Managed a call center project with 150 agents for the Shlonik Application, a Ministry of Health initiative for
monitoring quarantined individuals during COVID-19.



 Zain Kuwait - Data Center Computer Room Supervisor - from 1/May/2019 - 30/June/2021

• Adhere to Zain HQ1 DC policies and procedures. Ensure adherence to all facility policies and procedures for his team.
• Responsible for implementing proper incident management and escalation procedures.
• Responsible for Change Management and Configuration Management of the IT environment approving Change Requests and change windows.
• Plan and coordinate all computer room Installations, Moves, Additions, and Changes (IMACs).
• Maintain computing facilities including hardware and software installations and ensure they remain upgraded and patched accordingly and with minimum risk to ongoing activity.
• Responsible for managing computer room capacity planning (power, cooling, space, connectivity, weight).
• Manage IT assets and colocation customer relationships.
• Responsible for requesting/modifying the access to the facility for any visitor or for material.
• Responsible for issuing permit to work to IT vendors/customers to allow their access to the facility; when necessary.
• Strive to anticipate and create proactive responses to potential issues, while mitigating and minimizing reactive responses.
• Coordinate and collaborate with Facility Maintenance Supervisor for the scheduling and execution of maintenance activities of MEP equipment, for any change in the facility….
• Responsible for escalating to IT Manager all incidents related to computer rooms that occur within the data center.
• Responsible for reporting any needed change to facility documents or computer rooms assets through a change request.
• Resolve any issue that occurs within his team.
• Responsible for maintaining and tracking his team skills.
• Responsible for maintaining computer rooms clean and tidy.
• Additional Duties rand Responsibilities in the absence of IT Manager:
o Approve PTW, IT work order, Access request for material and personnel.
o Escalate to DC manager any incident related to data center.