Hossam Farag Email & Phone Number

Sydney, Australia

I manage teams in Australia and India that provide sales, support and customer service to Reckon partners, resellers and clients in the Australasian region.- Resposible for the direct sales channel and overseeing sales campaigns (inbound and outbound)- CAPEX and expense budgeting in line with business forecast.- Workforce planning (70 FTE), meeting productivity targets and budgets.- Developing strategies to increase revenue customer wallet share, improve productivity, client and staff satisfaction while reducing costs.- Managing a team culture and environment with high expectations and driving personal motivation.- Setting SLAs and KPIs that are aligned with overall company’s objectives.- Coach Managers and Team Leaders to drive and deliver on expectations.- Performance and salary review and management of outsource costs.- Managing various technical and non technical based projects.- Operations and facilities management that include management of data centre, tenancy lease and sub lease, supplier and contract management including telecommunication, power, cleaning, security, premises safety and compliance.

Managing technical support team.- 3rd level software support- Responsible for 26 staff, recruiting, developing, mentoring and performance appraisals. - Provide monthly transactional reports and results.- Manage multiple level support teams including dedicated enterprise and professional partner teams.- Identifying training requirements, sourcing training tools and courses- Mentor team leaders.- Develop and update support strategies - Manage role out of new products and services

Second level software supportMentor support team of 5 techniciansDocument software bugs, escalations and handle customer complaints

First level technical supportHandle inbound calls, faxes and emailsProvide feedback and bug escalationsTrouble shoot client issues

Various

General retail sales representative specialising in personal computer and mobile phones salesPersonal computer setup and installation in store and at clients sitesCompleted a number of new and upgraded store fit outs

Diploma, Business

Cert Iv, Frontline Management

Cce, Project Management Essentials

Cce, Lead & Inspire With Nlp

Cce, Effective Presentation

Cce, Contact Centre Management

Cce, Signature Customer Service