Abanoub Emad Email and Phone Number
Experienced Support Manager, Subject Matter Expert (SME), IT Administrator, and Front-End Developer with a proven track record in crisis management, problem-solving, and driving operational efficiency in the telecom industry. Expertise in IT networks, process optimization, and team leadership, with strong skills in knowledge sharing, training, and project management. Demonstrated success in improving First Call Resolution (FCR), enhancing self-service tools, and managing complaints. Proficient in technical support, data analysis, automation, and SharePoint management, with advanced Excel skills and 4 years of front-end development experience.As a front-end developer, I specialize in creating fully responsive, high-performance websites using semantic HTML and SEO optimization techniques. My coding journey, fueled by self-study and training through Udacity and EG-FWD, has solidified my expertise in JavaScript, ES6, and web development. Adept at handling high-pressure situations, I am committed to fostering a culture of continuous improvement and staying updated with new technologies like React, ensuring growth in both my technical and managerial roles.
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Smc - System Management Center AnalystVoisCairo, Cairo Governorate, Eg
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Support Manager & Resolution ManagerVodafone Uk Limited Jun 2024 - Present• Delivered upskilling training for all HBB Technicians from Egypt and India• Delivered coaching sessions for improving KPI and achieving first call resolution (FCR)• Conducted crisis management during system outages by identifying trends and coordinating sample collection to escalate issues.• Helped product management team improve Vodafone HBB App by identifying and raising customer concern to include missing features.• Delivered daily feedback for continuous improvement by listening to 30 complaint calls daily.• Delivered weekly analysis on complaints and performance gaps and sent feedback to improve agent actions, coordinating with team leaders and operations.• Created and managed SharePoint to track complaints, automating feedback loops to agents, team leaders, and operations.• Provided support to all team members for daily complex queries and Systems walkthrough.• Provided support to customers by managing their complaints and following up until resolution is reached to close the complaint with satisfaction.• Created and published a local work instruction (LWI) for Wi-Fi issues Systems. -
Support Quality CoachVodafone Uk Limited Apr 2024 - Jun 2024• Piloted daily FCR audits, reviewing 12 calls daily to provide feedback to agents, team leaders, operations, and quality leaders.• Monitored agent performance, identifying improvement areas, failure reasons, and opportunities to enhance FCR.• Improved FCR by 2% by May 2024 through detailed feedback and targeted process enhancements.• Raised concerns about self-service utilization, leading to updates in SMS templates and improved self-service adoption across all teams.• Addressed gaps in the usage of Vodafone Ticket Management tool (self-service), increasing its visibility and usage, contributing to FCR improvement across all houses/teams.
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Subject Matter Expert (Sme)Vodafone Uk Limited Aug 2023 - Apr 2024• Led one-on-one training sessions for technical knowledge and system training for agents.• Delivered process updates and process reminders for all teams.• Managed ticket queue; fixed and provided feedback for wrong actions taken on tickets.• Conducted presentations and knowledge-sharing sessions across teams.• handling Complex queries and complaints daily.• Provided weekly analysis on FCR (First Call Resolution), OCE (On-Call Escalations), and QLT (Quality Tracking), identifying key gaps and solutions for improvement.• Launched and managed new project to track call types, AHT (Average Handling Time), and service levels for process optimization.• Developed SharePoint site for managing all team data and processes, streamlining access to key information.
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Technical Advisor & Back-Office Ticket HandlerVodafone Uk Limited Dec 2022 - Aug 2023• Resolved Wi-Fi and broadband issues for UK Vodafone HBB Pro customers.• Became a top achiever for FCR and NPS after learning complex systems.• Conducted crisis management during system outages by identifying trends and coordinating sample collection to escalate issues.• Created and published a local work instruction (LWI) for tracking parcels across the queue.• Managed back-office tickets, fault resolution, and customer complaints, providing consistent feedback to agents and team leaders.
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International Account AdvisorVodafone Uk Limited Feb 2022 - Dec 2022Cairo, Egypt• Handled complex mobile network queries and acted as a complaint handler for multiple teams.• Won an FCR competition and consistently ranked among the top performers for KPIs.• Delegated to handle manager-level complaint escalations by team leaders from various teams.• Provided support to new team members, monitored their NPS scores, and assisted with escalations, ensuring their success in their new role.
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It System AdminTegan Group Oct 2019 - Dec 2022Cairo, Egypt•Installed and managed networks across branches, handled Windows Server domains, and provided technical support.• Managed Domains (Windows Server 2012) •Installed software and operating systems, troubleshooting network and system issues including all Designing software, Printer Drivers, RDP.•Led CCTV network installations for business security. -
Freelance Front-End Web DeveloperSelf-Employed May 2021 - Feb 2022Cairo, Egypt• Designed and developed responsive websites using Figma for mobile, tablet, and PC layouts.• Converted Figma designs into fully functional, responsive websites with HTML and CSS grid for optimal layout and performance.• Ensured websites were W3C validated to meet web standards.• Integrated interactive features using JavaScript and CSS animations for a dynamic user experience.
Frequently Asked Questions about Abanoub Emad
What company does Abanoub Emad work for?
Abanoub Emad works for Vois
What is Abanoub Emad's role at the current company?
Abanoub Emad's current role is SMC - System Management Center Analyst.
What schools did Abanoub Emad attend?
Abanoub Emad attended Udacity, Udacity.
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Abanoub Emad
Automation Project Engineer // Knx Partner Electrical Power Engineer Never Say NeverBenha -
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1gmail.com1 +201281XXXXXX
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