Omar Elfeky Email & Phone Number

Cairo, Cairo Governorate, EG

Cairo, Egypt

• Spearheaded end-to-end business analysis initiatives for digital product development, achieving a 95% on-time delivery rate across multiple projects.
• Reduced operational costs by 20% through a strategic "build don't buy" approach and vendor evaluation.
• Developed a comprehensive requirements management framework, enhancing stakeholder alignment by 40% and minimizing requirement clarification cycles by 30%.
• Facilitated Agile ceremonies, backlog management, and sprint planning, consistently aligning deliverables with business goals.
• mplemented risk management strategies resulting in zero critical incidents during deployments, ensuring compliance with industry standards

- Built and led a high-performing team of 6 technical specialists, achieving 40% reduction in ticket volume- Implemented data-driven KPIs improving team performance by 35%- Designed knowledge management system reducing support requests by 25%- Mentored 3 team members to promotion, establishing clear career progression paths

• Installs and tests products to make sure they work correctly.
• Follows installation and operation manuals.
• Responds to service requests and repairs products.
• Uses diagnostic tools to determine repair plans.
• Teaches customers how to use their products.
• Escalates issues to managers promptly.

• Dealing with customer queries and complaints.
• Suggest suitable travel options that best suite clients' needs.
• Offer and promote different services and offerings.
• Build and maintain relationships with clients.

United Arab Emirates

• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.

United States

• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.

Giza Governorate, Egypt

• Provide daily technical support services for information technology establishments.
• Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue.
• Document and track customer issues using a ticketing system to ensure quick resolution.
• Explain highly technical details to customers using simple understandable terms.
• Ensure compliance with service agreements to evade legal issues.
• Guide and direct the activities of less experienced tech support personnel.