Customer Technical Support Team Leader

Seeking a challenging position in a multinational or growth potential organization where my skills and abilities can be utilized within teamwork in the field of Marketing, Communication or Information Technology.

1. Customer Technical Support Team Leader - Technology Department (1 January 2009 - until now)
DUTIES AND RESPONSIBILITIES
„X Manage CTS front office team.
„X Manage the front office team to enhance the team performance using all the available resources to increase the overall SLA.
„X Manage the first level of escalation duty to assure the best handling for our customer.
„X Manage the training and hiring process for the new members in the front office team.
„X Responsible of creating a positive attitude in the front office team towards our customers to enhance the team image.
„X Follow up on all the front office team tasks assuring the best performance.
„X Fulfill the front office team members¡¦ requirements assuring the best working conditions.
„X Monitoring the front office team conformance and adherence.
„X Involve in launching the new marketing products and attending the UATs and kick offs to set the technology process for these products and promotions.

2. Senior Customer Technical Support and Roaming Specialist - Technology Department (Network Operations) (4 December 2005 ¡V 1 January 2009)

Working as a technical specialist between Vodafone Egypt and all the roaming operators and Vodafone OPCOS and also as a technical specialist between Vodafone Egypt ¡§technical and non technical¡¨ departments.

Bachelor Degree in Accounting Science, Cairo University

1. Marketing and Business Administration Diploma at the American University in Cairo.
2. Oracle database
3. English courses at the British Council
4. Advanced Excel course at ITEgypt Corp.
5. Presentation Skills course at Dale Carnegie & Associates
6. Strategic Management course at Vodafone Egypt

Key Strengths

„X Recognized in all work performed.
„X Ability to communicate effectively at all levels.
„X Ability to lead project teams.
„X Ability to work effectively within a team.
„X Analytical ability combined with good experience in accounting and execution.
„X Efficient, accurate and able to organize data in a methodical way.
„X Self-motivated and able to work under pressure.
„X Excellent communication and negotiation skills.
„X Confident, dynamic proactive and results orientation.
„X Excellent problem-solving skills.
„X Dynamic, flexible and proactive.