Peter Estephan Email & Phone Number

Cairo, Cairo Governorate, Eg

Cairo, Egypt

Responsible for developing customer relationships that promote retention and loyalty. This role ensures that customers are satisfied with the company's products and services, provides high-level technical support, and works to resolve any customer issues. The CSxM serves as the primary point of contact for customers and collaborates closely with sales, marketing, product development, and support teams to drive customer success.• Customer Relationship Management: Develop and maintain strong relationships with customers to enhance retention and loyalty, acting as the primary point of contact.• Revenue Achievement: Meet revenue targets through effective management of renewals and identification of upsell opportunities within existing accounts.• Client Engagement: Build trust and long-term partnerships by addressing client needs and ensuring satisfaction with products and services.• Data Analysis: Analyze customer data to identify trends, improve success metrics, and develop strategies for enhanced customer outcomes.• Issue Resolution: Serve as the main contact for strategic clients, resolving issues promptly and communicating effectively.• Journey Optimization: Tailor recommendations and optimize the customer journey by analyzing usage patterns and addressing unique needs.• Proactive Success Management: Prevent churn by identifying and addressing potential issues early in the client lifecycle.• Cross-Functional Collaboration: Work closely with sales, product, and support teams to ensure smooth onboarding and ongoing account management.• Action Plan Development: Create data-driven plans to improve customer experiences and outcomes.• Business Reviews: Conduct regular reviews with key stakeholders to track progress and identify areas for improvement.• Escalation Management: Handle complex escalations effectively to resolve issues and prevent recurrence.

Cairo, Egypt

As a Change Ambassador, I act as a catalyst for organizational change, working closely with various stakeholders to facilitate the successful implementation of change initiatives regarding the culture & target operating model, by supporting individuals and teams in embracing and adapting to change, minimizing resistance, and fostering a positive and collaborative work environment.• Catalyst for Change: Facilitate the successful implementation of change initiatives related to organizational culture and target operating models, supporting individuals and teams in adapting to change.• Leadership: Lead over 30 local change ambassadors at the Egypt site.• Stakeholder Collaboration: Work with senior leaders, managers, and teams to understand and manage the objectives, scope, and impact of change initiatives.• Strategy Development: Create and execute change management strategies and plans to promote effective adoption of changes.• Risk Management: Identify and address potential risks, challenges, and resistance to change with proactive strategies.• Guidance and Support: Offer coaching and support to employees and teams, enhancing their change readiness and ensuring smooth transitions.• Training and Education: Conduct training sessions and workshops to increase awareness and understanding of change initiatives.• Feedback and Improvement: Act as a bridge between employees and management, providing feedback on change impact and suggesting improvements.• Progress Monitoring: Track and assess the effectiveness of change initiatives, gathering feedback and data to evaluate success.• Communication: Collaborate with communication teams to create and deliver clear and engaging change communication materials.• Culture Promotion: Foster a culture of openness, collaboration, and continuous learning to support change.• Continuous Improvement: Stay informed about industry best practices and trends in change management to enhance processes.

Cairo, Egypt

• Service Development: Lead design and adaptation of processes and tools for deploying new or evolving products within operational entities.• Project Delivery: Ensure projects are completed on time, within budget, and maintain high quality for both customer and operational journeys.• Quote-To-Bill Process Management: Oversee all phases including quotation, commercial ordering, service transition, service operation, billing, and digitalization (customer portals and/or processes).• Requirement Analysis: Understand business requests, analyze requirements, and collaborate with stakeholders to co-develop services, integrating business processes and IT development.• Deliverable Creation: Develop and deliver process and tool evolutions to ensure alignment with the organization's global strategy.• Subject Matter Expertise: Serve as the primary contact for marketing and project-related expertise during the project lifecycle.• Impact Analysis: Assess the impact of new product introductions or evolutions on processes, tools, and costs, propose necessary adaptations, and contribute to the Business Case definition.• Product Harmonization: Align new products and services within commercial and technical catalogs.• Training Development: Create and deliver training modules to ensure operational teams are equipped to handle new products.• Analytical Skills: Use strong problem-solving abilities to develop effective solutions for complex situations.• Team Collaboration: Efficiently assist with day-to-day operations, working well both independently and in a team environment.• Attention to Detail: Maintain precision in completing assignments.

Cairo Governorate, Egypt

• Single Point of Escalation: Act as the primary contact for all escalation issues.• Project Assignment: Allocate team members to various projects.• Service Improvement & Handover: Oversee end-to-end service delivery, coordinating with Operations Architects, Voice Services Managers, Operational Teams, and Product Management for designated customers.• Operational Readiness: Evaluate actions from operational perspectives throughout pre-sales, design, implementation, and post-sales phases, engaging with relevant stakeholders as needed.• Post-Implementation Communication: Work with Customer Service Managers and Operational teams to address issues and ensure smooth transitions from implementation to operations, correcting processes and data integrity as needed.• Project Kickoff: Participate in initial project meetings to share vision, proposed solutions, and deadlines, and to outline potential concerns and processes.• Quality Assurance: Periodically review customer builds, gather feedback, and address gaps through internal Service Improvement Plans (SIPs) to enhance performance and quality.• Change Catalyst: Drive improvements in interlocks, performance, and customer standards.• Statistical Analysis: Record and analyze data related to internal enhancements and customer satisfaction, distributing findings to relevant stakeholders.• Process Enhancement: Collaborate with the Global Process Owner (GPO) and other relevant parties for process re-structuring and improvement, applying Agile practices for stakeholder engagement.• Data Integrity: Ensure consistent data integrity across processes, tools, and documentation, promoting enhancements between all involved entities.

Egypt

• Customer Requirements Analysis: Conduct thorough analyses to understand client needs and expectations regarding IP telephony solutions.• Pre-Sales Support: Act as a pre-sales consultant, contributing to organic growth activities and providing insights during the sales process.• Design and Planning: Create low-level design deliverables, including detailed migration scenarios and acceptance test plans.• Configuration: Perform remote and on-premise configurations to ensure successful deployment of solutions.• Customer Communication: Engage directly with customers to gather necessary technical information for effective design, order validation, and project execution.• Post-Implementation Support: Provide fine-tuning, troubleshooting, and remote support during the acceptance phase to ensure smooth operation.• Training Preparation: Develop customer training materials and prepare for training sessions to ensure clients are proficient in using the implemented solutions.• Service Delivery: Consistently deliver high-quality, billable technical services to both existing and new clients, focusing on maintaining or improving customer satisfaction.• Knowledge Management: Document completed assignments through case studies, white papers, or presentations on technical solutions and services offered by the organization.• Project Participation: Collaborate on projects, respecting cost, quality, and time constraints while delivering solution designs for large and small IP telephony implementations.Notable Clients:• Eco Bank• World Bank• Hapag-Lloyd• APMM• Heineken• AMCOR

Cairo, Egypt

• VoIP Implementation: Execute projects using Unified Communications Manager (versions 4.x through 7.x) and Unity Connection, ensuring seamless integration and functionality within the network.• Unified Messaging: Implement and manage Unity Unified Messaging systems to enhance communication efficiency.• Contact Center Solutions: Oversee implementations of IP Contact Center Express and Unified Contact Center Express (IPCC Express, UCCX), optimizing customer service and support operations.• Technical Expertise: Leverage significant experience with modern VoIP technologies to troubleshoot and enhance voice and data network environments.Notable Clients:• Nestle Foods• Golf Porto Marina• The Cove Rotana Resort (RAK-Emirates)• Pharos Holding• Medrail• HSBC (HQ and 14 branches across Egypt)• El-Sallab Villa• AAW

Cairo, Egypt

Responsible for the architecture, implementation, and operations of Layer 2 and Layer 3 networking technologies. Involves managing switching, bridging, and routing protocols to ensure effective network performance and security.• Layer 2 Switching: Design and implement Layer 2 switching architecture, including the configuration and operation of VLANs, Spanning Tree Protocol (STP), and VLAN Trunking Protocol (VTP) to meet networking infrastructure requirements.• Layer 3 Routing: Oversee the architecture and implementation of Layer 3 routing protocols, ensuring efficient data flow and network reliability.• Network Security: Ensure that all Layer 2 and Layer 3 configurations are secure and adhere to established security protocols.• WAAS Implementation: Lead the implementation of Wide Area Application Services (WAAS) projects, utilizing both Inline Interception and WCCP Interception techniques to enhance application performance over WAN.

Cairo, Egypt

• Incident Resolution: Quickly address and resolve Level 1 support tickets while ensuring timely escalation of Level 2 and Level 3 tickets to specialized groups as needed.• User Interaction: Engage with end-users to identify, evaluate, and prioritize their problems and complaints.• Problem Analysis: Analyze issues and formulate effective resolution plans using all available technical resources.• System Setup and Maintenance: Build and configure new desktops and laptops, set up software standard images, and perform proactive visits to remote sites to ensure systems are updated.• Hardware and Network Support: Provide hardware break-fix support, LAN support, and telephone support, primarily focusing on computers and printers.• Team Collaboration: Work collaboratively with other teams to understand ongoing projects and their implications for the Helpdesk.• Policy Implementation: Adhere to ABC Policies & Procedures, including hiring and termination protocols.• Supplier Communication: Initiate and maintain direct communication with external suppliers, leading the evaluation, selection, and establishment of Service Level Agreements (SLAs).• Administrative Tasks: Manage user accounts and groups in Active Directory and perform mail administration tasks.• Cisco Phone Support: Provide support for Cisco phone systems, including call manager administration.• Monitoring: Utilize monitoring tools for ACS, vulnerabilities (McAfee Foundstone), and computers (System Management Server).

Cairo, Egypt

As an IT Helpdesk Engineer, being the first point of contact for employees and clients seeking technical assistance. The primary responsibilities include troubleshooting and resolving technical issues, providing exceptional customer service, and ensuring a smooth operational environment for all users.

Master Of Business Administration - Mba, Digital Transformation

Bachelor'S Degree, Computer Engineering

Computer Department Graduation Project: Face Recognition Face recognition technology compares a current image to images in a database.

Secondary Degree