Head of Customer Service
Qatar National Broadband Network (QNBN)
Total years of experience :34 years, 0 Months
Managing a team providing end-to-end customer operations, Order-to-Cash process. Order management, Fault management, Service Management, reporting, special projects, process management, revenue assurance, performance, quality of service, SLAs, ...
Running satisfaction surveys, managing customer experience and expectations, process improvement.
Managing teams for:
1- Service Desk (Order Management)
2- Network Operations Center (NOC) (Fault Management)
3- Network Provisioning (Delivery)
website: www.xceedcc.com
Xceed is the leading multilingual Customer Service and CRM Process Outsourcing Service provider in the EMEA region with a capacity of more than 2, 200 web enabled multi channels stations.
Xceed manages various outsourcing agreements with key government & commercial accounts in different European languages.
Xceed core objective is to deliver superior quality and value to its clients in every aspect of the CRM cycle.
"Xceed currently operates from (3) sites within Cairo; two of the sites are operating full time. The other site is utilized as back up site for business continuity purposes. Capitalizing on its ground breaking success, Xceed has an additional contact center in the Morocco technology Park; “CasaNearshore Park.
Xceed manages programs for clients covering (4) different continents, in (7) different languages.
• Reporting to the VP of Service Delivery and steering the world-class business unit for outsourced customer operations and service delivery of various clients.
• Maintaining outsourced customer service units for local & multinational clients including Cisco Systems, du (Dubai GSM Mobile Operator) and TEData (major Egyptian ISP).
• Putting down yearly and strategic plans for business units
• Aligning resources to meet contracted KPIs and financial budgets
• Handling all operations for clients’ outsourced customer operations team with the help of operations managers and a team of call center representatives and ensuring business development.
• Developing and implementing strategic planning, recommending service improvement plans and achieving the assigned financial targets, customer relations and other business objectives.
• Handling project management, marketing and sales, controlling budgets, ensuring quality assurance, working with the HR dept., imparting training and mentoring team to achieve preset targets.
Achievements:
• Streamlined customer service functions including recruitment, training, career enhancement, and attrition control.
• Structured complex call centers/customer operations, ensured cost control, optimized revenue and profitability.
• Ensured business development by maintaining excellent customer relations and quality customer service.
• Successfully acquired clients by delivering customized services in coordination with the marketing.
• Implemented initiatives to increase FCR through self-service and digitized customer care through minimized front office operations and increased back-office self-service portals (Cisco Systems, du).
• Headed the offshore service centers for delivering technical support services to various accounts.
• Supervised daily service desk ITIL based operations for critical Orange Business Services accounts globally.
• Created strategic plans with customer operations’ top management and achieved customer satisfaction.
• Mentored and motivated employees to deliver quality service to the customers.
• Built support teams from scratch and worked with the account managers in different countries worldwide.
• Liaised with international telecom providers and first class carriers like AT&T, BT, DT, Verizon, MCI, etc.
• Maintained compliance with assigned Service Level Agreements (SLAs) and other service center KPIs.
Achievements:
• Recruited & trained team members and supervised equipment installations for each newly created team.
• Implemented procedures, handled escalation and ownership and improved customer-satisfaction ratings.
Lucent Technologies - Westford, Massachusetts, USA 2000 to 2004
Principal Sustaining Engineer, Customer Operations
Part of customer support, supporting enterprise network switches (company's product) . Fixing many software problems for end-users. Dealing directly in many situations with high profile American and Canadian customers like AT&T, Bell Canada, Verizon, MCI
Investigated and resolved customer problems in collaboration with other technical departments and experts. Updated and maintained Release Notes for software releases I shared in. Designed and implemented lab networks that simulated customer live situations to produce customer issues in our lab. Furthermore, investigated and put solutions for major customer issues.
• Resolved hot-customer issues in IP routing, ATM resource management and command interface for the ATM switch.
• Implemented customer required features in our ATM switch for congestion control
• Expert in software core release tools, code inspection mechanisms, documentations and reporting.
• Trained other employees and newly hires
• Working on OOP/C++ for embedded platforms (GNU and UNIX development environments)
Egytel - Ottawa, Ontario, Canada, 1998 to 2000
Partner and Technical officer
Started the business with a partner of selling VoIP international calls. Designed and implemented the solution that consisted of the gateways, the transmission voice cards and billing system. Acted as the technical officer of the company.
As the solution creator, brought the idea to live and the business to flourish. Put the process of billing, designed the billing system, selected the vendors for the gateway, supervised the installation and monitored the operations, started tests. Designed the customer support model, the sold products profile and estimated income profit to guarantee business continuity.
• Focal point of operations for the company.
• Taking technical decisions, as well as business directions.
• Insured business continuity through consistent development of the operations model
• The company proved to be one of the most successful small-size private owned VoIP carriers in the region. Achieved the appreciation of many customers.
Nortel Networks - Ottawa, Ontario, Canada,
1996 to 1998
Software Designer
Started as technical-staff member in the workforce of the software designers of the famous Nortel Passport Enterprise Switch. Later became the most successful backbone switch in the world.
As a technical-staff member, shared in the design and implementation of many software models that created the sole of the switch. Main contribution was in the network management interface module of the on-switch embedded operating system.
• Object-Oriented design and coding in C++
• Many successful implementations of key features on the switch
• The resolution of many customer issues due to malfunctioning of the switch
• Training and mentoring of others
Sakhr Software - Cairo, Egypt, 1990 to 1996
Software Designer up to Department Manager
Recruited as junior staff member in the software Engineering group. Shared in many off-shelf products design and implementations. Software development cycle and code inspection was done in C and Basic. Different promotion up to Department Manager.
• Software coding in C and Basic
• Software release, code inspection and documentations
• Promoted to senior engineer and then to head the department later on.
Academic: MBA Masters of Business Administration, International Business (2012) -AAST
Bachelor's Degree in Electronics and Communications Engineering (1990) • Cairo university Faculty of Engineering - Cairo, Egypt