Manager

• May 2022 - Present

Senior Sales Account Manager

• Feb 2020 - May 2022

• Leading the sales process for the GCC region.• Creating successful business opportunities and partnerships with international and regional brands in different online business industries to enable them to monetize their online services in the MENA region through mobile payments (Direct Carrier Billing (DCB)).• Working with various online business industries (Content Monetization, Games, VOD, Entertainment, Books & Education, Classifieds & E-commerce, Online Expert Services, Online Payments, etc.).• Lead the operations to have one system consolidating all Organization Work of the company.• Creating Forecast across the year and managing it through different sectors. Show less

Senior Technical Account Manager

• Jul 2019 - Feb 2020

Managing a wide range of integration projects between TPAY platform & web services for end users across all MENA region’s phone carriers. Clients (MBC, Google Playstore,Shahid, Anghami, etc)- Coordinate the project from early stages and align with commercial team and presales for project requirements, Pipeline priorities, project forecasts for revenue & active subscribers.- Managing a technical integration squad for the agile development & QC process to ensure project’s timeline, deliverable and align resources with team leaders. -Report to service delivery manager the project’s status, targets of delivered projects & squad’s KPIs on monthly basis. - Communicate with phone carriers parties to get commercial acquisitions approval for the projects.- Monitor Live merchant’s acquisitions and ensure there are no marketing violations or misleading campaigns that would break national telecom association rules.- Ensure SLA and successful delivery of our solutions according to customer needs and objectives through emails, Skype meetings, etc.-Improving operational management systems, processes and best practices that guarantee organizational well-being. Show less

Customer Service Manager

• Aug 2018 - Aug 2019

• Holds accountability for the Quality of solutions provided to Customer• Acts as the customers' primary point of contact and an escalation point• Has awareness of overall and service management profitability of their customers• Proactively identify existing Customer needs and opportunities and grow the customer relation with Orange• Work with the account team to sell Orange products and services• Create and manage Service Improvement Plans triggered by:o Quality Connect Survey (related to any and all functional areas)o Customer Complaint (including those related to customer invoiceso Proactive Action (identified proactively by the CSM)• Ensure customers complains are managed and resolved in a timely manner• Prepares periodic customer service reviews• Handles non-commercial customer queries and complex customer service issues• Proactively inform customer and end-users in advance of any anticipated service interruptions• Provides capacity analysis, forecasts and recommendations• Create and Review any internal root cause analysis (RCA) applicable to their customers and generate customer-facing RCA to be communicated to customers• Handles change requests, tracking of change implementation, change reporting and change billing.• Responsible for data integrity of customer information in all systems/tools• Provides customer with up-to-date technical documentation, including the Customer Operations Guide• Ensures all technical documentations are posted and updated Show less

IP expert / IOC

• Apr 2017 - Aug 2018

• Perform 3rd level troubleshooting in all tickets related to Internetworks Problems Escalated by customer’s Service Desk/Incident Management in order to Fix the problems and find root cause for it, to maintain customer’s Network operations.• Contacting vendors and following up until problem resolution.• Timely and High-Quality handling of all subcases dispatched to IOC-Global Queue.• Use all forms of training provided by Equant to keep up-to-date with existing and new services and technologies• Improvement of the OBS knowledge base.• Provide support to all GCSC staff in relation to questions concerning Technical assistance, status of sub cases or existing processes for routers related issues.• Respond to Customer’s Technical enquiries.• Provide Coaching and support for team members• Handling First Level of escalations for all subcases received Show less

Network problem expert

• Oct 2015 - Apr 2017

• Perform 1st,2nd and 3rd level troubleshooting in all tickets related to Internetworks Problems Escalated by customer’s Service Desk/Incident Management in order to Fix the problems and find root cause for it, to maintain customer’s Network operations • Providing technical point of contact for customers’ incidents. • Troubleshoot and handle all complex incidents within the time frame agreed with the business. • Own the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams. • Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs. • Respond to all escalations on a timely manner in line with company procedures. • Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner. • Undertake any other reasonable task as assigned. • Configure, test, and maintain LAN/WAN equipment and related services Show less

Simple change manager

• Apr 2015 - Sep 2015

• Handling and applying the change management process for KPMG customer. • Attending weekly CAB calls with customer top management • Weekly reporting to customer with Excel files • Attending annual video conferences with customer

Senior Engineer

• Dec 2013 - Oct 2015

• Supporting IP VPN (ATM, FR & Metro-Ethernet), Off-net, Ipanema, steelhead, ISDN, OOBM and Microsoft Lync services. • Working as shift leader managing incidents handling and working on complex issues • Performed team leader tasks e.g. reporting and attending operation calls with customer • Providing induction, communication skills and process sessions for new comers • Acted as team leader and supervisor for two months • Supporting IP VPN (ATM, FR & Metro-Ethernet), Off-net, Ipanema, steelhead, ISDN, OOBM and Microsoft Lync services. • Working as shift leader managing incidents handling and working on complex issues • Performed team leader tasks e.g. reporting and attending operation calls with customer • Providing induction, communication skills and process sessions for new comers • Acted as team leader and supervisor for two months

Telecommunications training

• Jan 2013 - Feb 2013

Internship

• Jul 2012 - Sep 2012

Coordinator

• Sep 2011 - Jun 2012