Director, Customer Experience & Excellence Programs

• Dec 2018 - Present

Building the new transversal unit for Customer Experience & Excellence within the Egypt Major Service Center, by setting the strategic objectives for the unit as well as leading the different programs related to customer experience aiming to fast track all such programs across all functions within the organizationCreate an agile community within the Major Service Center, leveraging best practices in processes, tools and automation to optimize, simplify & influence the End to End Build & Run processes to enhance the customer experienceFocus areas- Increase Customer Satisfaction, with special focus on improving Net Promoter Score (NPS)- Problem Management practices across all the International Business Operations - Revenue & Profitability Optimization- Resource Optimization- Automation Opportunities Acceleration Drive Cross-Functional team, using our competencies in the Major Service Centers across all functions to continually improve our products, processes & services. Role to focus on evolving our end user customer experience through stronger collaboration & engagement across customer extended teams. Role focus on continuous improvements ,improving the employee & customer experience through automation & digital initiatives.

Senior Head of Technical Support Department & Deputy Head of Technical Support Division

• Jan 2007 - Jan 2019

During the period from January 2007, I managed different Technical Support/Customer Service Departments, enriching my management experience, leadership skills and exposing me to new challenges in different types of teams either back office or front lines customer facing teams and different types of customer profiles, starting from standard customer to high profile customer with customized complex solutionDetails:• Head of Dedicated & Large Accounts Service Desk Department (Current)• Deputy Head of Service Desks Division (current)Managing a technical support and customer service department, consisting of 17 technical support teams, serving high profile customers with customized solutions all over the world within Egypt Major Service Center, reporting to me 10 senior operation managers and over 200 experienced team members. Plus being deputy for Service Desks Process Lead / Vice President for Egypt Center.• Head of Customized Service Desk Department Managing a technical support and customer service department, consisting of 9 technical support teams, serving high profile customers with customized solutions all over the world within Egypt Major Service Center, with 7 supervisors and over a 110 experienced team members.• Head of Incident Management Department & Head Of Extended Service Desk Dept.Managing two Technical support and customer service departments, Incident Management & Extended Service Desk, consisting of eight technical support teams, serving different customers all over the world and serving other technical support teams within Egypt Major Service Center, with nine supervisors and over 100 experienced team members• Head of Incident Management Dept. Managing a Technical support department, Incident Management dept. consists of eight expert support teams, serving different customers all over the world and serving other customer support teams within Egypt Major Service Center, with 6 supervisors and over 60 experienced engineers

Sprint DCSC Supervisor

• Apr 2005 - Jan 2007

Sprint is one of the most important partners for Orange Business Services in the USThe Sprint DCSC is a dedicated team to support Sprint US Customers through Orange network all over the world. The team was awarded many prizes for example: Q4 2005 Functional Excellent Achiever Award and the team members have been selected as Excellent Achievers.

Technical Support Team Leader

• Dec 2004 - Apr 2005

Technical Support Engineer

• May 2004 - Dec 2004

IT Help Desk Team leader

• Dec 2002 - May 2004

IT Help Desk Team leader

• Dec 2002 - May 2004