May Ghanem Email & Phone Number

Egypt

Cairo, Egypt

Egypt

Leading a team of client success managers and contract extension sellers across MEA with a team objective of retaining IBM Software as a Service clients and maximizing SaaS revenue also having full accountability for Client Satisfaction (Health), adoption (Stickiness), and reducing churn.

Égypte

Egypt

Responsible for growing IBM's Digital channel for Big Data and Analytics offerings and for presenting the value proposition to IBM clients within the different industries.My responsibilities cover opportunity Identification and qualification to signing contracts and reviewing terms and conditions with clients in addition to this i work on continuously deliver tangible client value while supporting the business strategies.The typical way of our client engagement is centered around a mixture of both digital and social but we encourage to find out of the box ways to approach clients depending on the industry and the Line of Business. We are of course happy to interact with you in whatever way, time or place you prefer.

Egypt

Plans and directs the delivery of contracted business activities throughout the contract’s lifecycle and accountable for establishing and maintaining a satisfactory long-term relationship with customers, as well managing customer expectations, and contributing to full-cycle customer satisfaction feedback.Attend regular customer service reviews to present Orange business services by providing monthly dashboard including functional overview report, statistics on service and responses to incidents.Key success in my job is to proactively manage quality of services, and identify areas where potential issue could arise and actively identify up-sell opportunities so as to grow the accounts.Responsible for billing the services that we provide to customer.

Cairo , Egypt

Main contact on Transversal quality of service within the IT department world wide and main actor on setting up new customer operations within the T service desk.Jointly with service desk managers plan for skills development to ensure, levels match both currently new and future operational and customer requirements based on business visibility and supervise a certain activity to ensure compliance to performance management targets and customer satisfaction.Ownership and feedback to the departmental management on actions to improve & different Transversal improvement projects.Represent the service desk at required customer meetings and service reviews and contribute to ensure Incident Management, Event Management & Change Management processes are well respected & followed on daily operations.Support on schedule development for team roaster, leaves and overall staffing requirements.Implementation of the required strategies to ensure on-going high levels of Customer Satisfaction through regular reviews defined ownership and continuous service improvement.Ensure adherence to company procedures to assure call quality, customer satisfaction and restore customer service as soon as possible and monitor, Plan for & Enforce Case quality and Case excellence.Review of all necessary reporting to ensure operational, service level agreements and customer support targets are met.Daily review of primary key performance indicator reporting and analysis when outside of objective.Contribute to employee performance reviews in accordance with company policy & according to departmental needs.Deputize for departmental management in their absence.

Égypte

Consolidation and specification of requirements for specific tools and tool evolution for the IT department worldwide and manage projects related to tools changes and evolutions starting by the initiation phase till closure , within the project lifecycle my responsibilities include consolidation and coordination of requirements, release testing, acceptance and rollout in addition to business analysis for tool requirements and a unique interface between IT department and tool business owners and development organizations as well communication of tool road map within the department .Close interaction with Process Owners and Governance to ensure tools strategy aligned completely with business needs .Guarantor for training materials, training, support process documentation and best practice of specific tool usage within IT department as well for appropriate key performance indicators related to tool usage and extracts and expertise to support data integrity activities.

Égypte

Leading the Intel technical & Social media support team covering the channel partners & end users of EMEA French speaking countries & META Arabic and English speaking countries, providing technical, Pre-sales & warranty support.Combining the ability to manage and coach technical support engineers, handle challenging customers, readily shift priorities, prepare management reports, and lead technical support center initiatives & programs while ensuring that service level and quality objectives are achieved.Exceeding customer expectations through superior customer support experience, leveraging the capabilities of the technical & sales team aiming to maintain & grow exceptional customer relations.Providing the Intel MEA sales & marketing team & business development managers with technical marketing & pre-sales support necessary to create demand for Intel products, including demo creation, labs & proof of concepts for the customers, being the technical representative for domestic technology events.Responsible for samples request for customers for technology validation, demo creation and design- ins.Offering technical insights, issuing performance comparisons letters & technology highlights enabling customer to win key tenders & deals.Providing retail personnel, ushers & telcos with technical marketing & sales guide trainings. Managing & maintaining PTEG labs at Intel Cairo, while being expert in the latest Intel technologies through hands-on system assembly, demo building and performance benchmarking of both consumer and enterprise segments.

My responsibilities included resolving customers technical issues, covering a wide variety of products via interactive services , accurate records of customer contact and issues,regularly updating customers on their issues as they are progressed in addition to ensuring customer satisfaction by providing a professional service and swift resolution to all customer issues.Worked as part of a team, sharing work in customer issue resolution ensuring quality of resolution of customer issues (replicating issues, etc) and generating content and FAQs to be captured in our Knowledge Management tool.Developed own knowledge, and assist in the knowledge development of others in the following technologies : System architecture , Raid Controllers ,BIOS's, Firmware and upgrades patterns/changes , Knowledge of Server Hardware and Software , Storage Units ,System Administration Knowledge ,Managing servers remotely and locally ,Disaster Recovery ,Client Deployment ,Monitoring ,System Integration,Interpretation and diagnosis of event logs and relevant troubleshooting requirements and Networking Administration.

Egypt

Accurately log all incidents/inquiries in a timely and effective manner.Diagnose fault-related cases both proactive and reactive by effectively utilizing software.Diagnostics and other network/products utility program wherever possible.Ensure cases are allocated to the most appropriate 'next step' as part of the case flow process .Provide continual updates to the Customer and use internal escalation process when necessary in order to meet contractual and performance objectives.Coordinate with all the necessary departments or vendors to achieve fault resolution within Service level agreement definitions.To resolve by myself most of the incidents on all IT Services (SMTP, Web Hosting, Server hosting, Security, Exchange, Lotus Notes, etc. ). The objective is of 70 % of resolution in autonomy. Document all troubleshooting and case management actions via the ticketing systems. Ensure on time resolution, by escalating to the appropriated experts and management when necessary.

Bachelor Of Science, Communication & Electronics Department

Bachelor of communications and electronics

Education record