Marwan Al Awar Email & Phone Number

• Developing relationships with key IT and business stakeholders, being the expert on handling customers’ requests and new enhancements by understanding their top business goals and priorities.
• Manage the triage and timely resolution of high-severity cases, ensuring customer satisfaction.
• Provided superior customer service through effective communication, responsive follow-through, and advocacy to meet client expectations.
• Identified customers' measurable performance indicators and achievable success criteria that help in improving business operations.
• Coordinating SMEs’ tasks and activities to ensure the proper and smooth functioning of Orderbot’s e-commerce platform within the client’s working environment.
• Integrating Orderbot Software and third-party solutions such as Shopify and 3PL service providers.

Beirut District, Lebanon

• Advising clients on best practice processes and tools to optimize their work environment and facility setup.
• Providing consultancy service related to customer care and contact center solutions.

Beirut

• Solution Architect / Principle Consultant
• Promoting Huawei’s BSS/BES (Business Enabling System) a digital platform allowing new revenue streams for telecom operators through an open digital ecosystem based on partner aggregation by enabling customer onboarding.
• Customizing telecom operators' customer care products and services to match customers’ needs taking into consideration quality standards, customer satisfaction, and performance improvement.
• Formulating due diligence reports that provide customers with recommendations on systems optimization that boosts performance, which resulted in identifying new opportunities and creating new leads.
• Engaging in strategic transition planning, aligning teams’ activities, structuring knowledge transfer, sustaining customer experience, and above all customer satisfaction.
• Foster strong relationships with stakeholders. Act as a liaison between different digital teams, ensuring a cohesive approach to strategic digital and data initiatives.

• Managing and implementing Contact Center and CRM projects with over 1000 business users providing services for telecom operators with more than 50 million subscribers.
• Overseeing relationships with suppliers and service providers as well as setting and defining corresponding requirements, needs, work functions, BOQs, and deliverables.
• Develop and maintain comprehensive project plans and timelines, ensuring milestones and deadlines are met.
• Identify potential roadblocks(risks) and proactively implement solutions to keep projects on track.
• Executing and tracking project activities as well as supervising team members, and subject matter experts (SME).
• Ensuring that projects’ objectives and goals are met effectively and efficiently.

Beirut District, Lebanon

 Installing, configuring, operating and maintaining Nortel Meridian 1– PABX systems within more than 20 client sites. Deploying Symposium Call Center Server, Computer Telephony Integration server/tools, and VoIP telephony systems for five large scale projects and three mid size implementations.  Developing and integrating Interactive Voice Response.

Beirut, Lebanon

- Boosting customers business with adequate Information Technology (IT) solutions and services looking after two products line of business Micron computers and Crucial' random access memory (RAM).- Collaborated, coordinated, and delegated tasks within AlZakira’s three teams, sales, pre-sales, and technical.

International Master Of Business Administration, Logistics And Supply Chain Management

Master Of Science Student, International Entrepreneurship

Bs, Electrical Engineering / Communication And Electronics

Lebanese Baccalaureate - Math Section