Ahmed Ashraf
Customer Service Manager
6th of October
Summary
PROFILE & CORE COMPETENCIES – 16 YEARS OF EXPERIENCE
Currently: Customer Service Manager, handling International Customers in Orange Business. Managing Service Design, providing Strategy, handling full Operation and Support.
SPECIALTIES
Service Management: ITIL Expert in IT Service Management (ITSM) design and strategy, mastering deployment and operations. Hands on experience with Client Service Management Portfolio securing profitability targets. Experience with Big Data Analytics and Python.
Networks: Expert in Network Security, Voice, and Cloud Services.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid escalations.
Overview
16
16
years of professional experience
16
16
years of post-secondary education
18
18
Certifications
1
1
Language
Work History
CUSTOMER SERVICE MANAGER
ORANGE BUSINESS
11.2018 - Current
- Main Customer Interface for OBS provided solutions, Primary point of contact and escalation path
- Responsible for Quality of different services; Network, Voice, Security and Cloud Solutions
- Managed overall service profitability for OBS customers
- Held regular meetings with Customers and their Top Management for Service reviews, escalations and KPIs Reporting.
- Responsible for Customer Relations Management for Orange Business customers
- Managed internal and external Stakeholders to provide desired solution
- Built IT Processes, Policies and Governance
- Technical Sales Support for Orange products and Services (Raising recommendations for up-selling opportunities)
- Managed Service Improvement Plans triggered either internally or externally
- Customer Satisfaction Interface, responsible for any problem resolution including Root Cause Analysis (RCA) reports
- Change Request Management, technically and financially
- Services Forecast and Capacity Analysis Reports
- Managed Customer data integrity in all systems/tools by 95-99 %
- Provided customer with up-to-date technical documentation.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
SUPERVISOR, RAN ENGINEER
ORANGE EGYPT
03.2015 - 10.2018
- Technical Lead to the team, managing people and the provided services.
- Expert in designing RAN networks.
- Acted as Project Manager for Large projects
- Defined projects scope, goals, deliverables, tasks, and resources.
- Budget and time Management for Projects.
- Asset management by monitoring equipment consumption vs project, Warehouse management and acceptances.
- Vendor Management, direct communication for most suitable solutions according to network needs.
- Created successful work schedules for each team member to maintain deadlines.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Responsible for handling capacity and quality objectives; with a direct impact on CAPEX.
- Collaborated with outside departments to implement system-wide improvements.
- Conducted research to test and analyze feasibility, design, operation and performance of RAN equipment, components, and systems.
RAN SUPPORT ENGINEER/ SUPERVISOR
MOBINIL
07.2009 - 02.2015
- Executed all kind of Access Operations work orders
- Monitored systems in operation and quickly troubleshot errors.
- Broke down and evaluated RAN problems, using test scripts, personal expertise, and probing questions.
- Set up and administered RAN and RAN systems and configurations.
- · Collaborated with outside departments to implement system-wide improvements.
- Provided RAN support in 24/7 up-time environment.
- Implemented technical solutions to solve RAN issues and increase satisfaction.
NETWORK MANAGEMENT SOLUTIONS SUPPORT ENGINEER
MOBINIL
06.2008 - 06.2009
- Upgraded operating systems and servers’ software to perform compatibility with programs.
- Communicated with clients to verify roots and causes of problems.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Generated reports to track performance and analyze trends.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software, and network issues.
- Configured and tested new software and hardware.
- Helped in implementing and developing training programs.
PROJECT ENGINEER
NEC NETWORK & SYSTEM INTEGRATION
06.2007 - 05.2008
- Determined and scheduled priorities as required to progress engineering work.
- Monitored installation of MW materials and equipment for compliance with specifications.
- Delivered regular compliance reports to drive process improvement and corrective measures.
- Identified technical risks within managed projects.
- Monitored metrics during project execution to maintain compliance with planned costs.
- Recommended improvements for design and materials based on field or changing conditions.
- Analyzed system development efforts using potential ROI and associated liability figures.
- Implemented new strategies to reduce costs and improve efficiency of engineering team.
UNIX administrator
NILE ON LINE
NILE
03.2007 - 05.2007
- Led server infrastructure development, quality assurance, staging and production systems.
- Developed and documented network policies, procedures and standards.
- Planned and implemented upgrades to system hardware and software.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Analyzed complex project server issues and worked on large enterprise and business-critical applications.
- Maximized system availability through development and testing of contingency plans.
Education
Bachelor of Science - Electronics and Communications Engineering
Cairo University
Egypt 09.2001 - 05.2006
General Egyptian Secondary Certificate -
La Rose De Lisieux Language School
Egypt 09.1989 - 05.2001
Skills
Customer Relation Managementundefined
Certification
Microsoft Azure Fundamentals Certificate (2023)
Timeline
CUSTOMER SERVICE MANAGER
ORANGE BUSINESS
11.2018 - Current
SUPERVISOR, RAN ENGINEER
ORANGE EGYPT
03.2015 - 10.2018
RAN SUPPORT ENGINEER/ SUPERVISOR
MOBINIL
07.2009 - 02.2015
NETWORK MANAGEMENT SOLUTIONS SUPPORT ENGINEER
MOBINIL
06.2008 - 06.2009
PROJECT ENGINEER
NEC NETWORK & SYSTEM INTEGRATION
06.2007 - 05.2008
UNIX administrator
NILE ON LINE
03.2007 - 05.2007
Bachelor of Science - Electronics and Communications Engineering
Cairo University
09.2001 - 05.2006
General Egyptian Secondary Certificate -
La Rose De Lisieux Language School
09.1989 - 05.2001
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