Ahmed Gamal
Fintech Expert
Giza
Summary
Accomplished CS Team Lead at Finway Tech, adept in Project Management and Team Supervision, significantly enhanced customer loyalty and advocacy rates. Mentored junior staff, fostering career advancement, and played a pivotal role in technical sales presentations. Proven track record in escalating customer satisfaction, leveraging skills from NCR Corporations.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
CS Team Lead
Finway Tech
03.2023 - Current
- Developed plan for presaging, delivery, installation & maintenance for 250 ATMs.
- Established list of KPI's to meet customer requirements by CS team.
- Following up with vendor through meetings and tickets to meet customer expectation.
- Weekly report to top management with tickets, parts consumption, ATMs installed or any other important note.
- Collecting any charge cases and share with customer during quarterly meetings with customer.
- Built strong relationships with key clients, increasing overall customer loyalty and advocacy rates.
- Delegating tasks & responsibilities to Senior engineers.
- Mentored junior team members to enhance their skills and advance their careers within organization.
- Developed comprehensive training program for new team members to expedite their integration into existing support structure.
- Contributed in many sales presentations as Finway 's technical expert for any clarifications.
- Contributed in preparing more than RFP & PO with clients.
Senior Customer Engineer
NCR Corporations
03.2022 - 02.2023
- Developed and implemented preventative maintenance programs to ensure smooth and efficient operation of 2000 ATMs.
- Conducted regular inspections and maintenance checks to identify and resolve mechanical and technical issues for more than 2000 ATMs
- Collaborated with cross-functional teams to troubleshoot and resolve complex ATM issues in timely and cost-effective manner.
- Utilized advanced diagnostic tools and software to analyze system data and identify potential maintenance needs.
- Trained and mentored junior engineers in best practices for maintaining and repairing ATM machines.
- Supported team lead to in building & communicating with the team.
- Dispatched to many critical issues in HQs or other branches whenever needed.
Customer Engineer
NCR Corporations
02.2020 - 02.2022
- Conducted routine maintenance checks on ATM machines to ensure their proper functioning of 1000 ATMs.
- Enhanced team collaboration by sharing best practices during weekly meetings, promoting culture of continuous improvement within department.
- Performed troubleshooting tasks on malfunctioning machines in timely and efficient manner, minimizing downtime for customers.
- Responded promptly to customer service requests related to ATM issues, providing clear and concise instructions for resolution.
- Collaborated with senior engineers to develop effective strategies for ATM maintenance and repairs.
Education
Bachelor of Science - Mechatronics Engineering
Arab Academy For Science, Technology & Maritime
Smart Village 09.2014 - 06.2019
Skills
Task Delegation
Coaching and Mentoring
Upselling strategies
Escalation Handling
Incident Management
Project Management
Team Supervision
Work Planning
Team motivation
Languages
Arabic
Native language
English
Advanced
C1
Timeline
CS Team Lead
Finway Tech
03.2023 - Current
Senior Customer Engineer
NCR Corporations
03.2022 - 02.2023
Customer Engineer
NCR Corporations
02.2020 - 02.2022
Bachelor of Science - Mechatronics Engineering
Arab Academy For Science, Technology & Maritime
09.2014 - 06.2019
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