Fatma Turky
Lead Customer Success Manager
Cairo
Summary
Dynamic and results-driven Customer Success and Service Management Leader with over 9 years of experience in global organizations including Orange Business Services and Dell Technologies. Demonstrated success in driving customer satisfaction, leading cross-functional teams, and optimizing service delivery across complex environments. Skilled in SDWAN, cybersecurity, WAN, and SAP support, with a strong foundation in technical coaching and data analytics. Adept at navigating both high-touch and tech-touch customer success models, with a passion for delivering long-term customer value through journey mapping, process unification, and insight-driven improvements.
Overview
10
10
years of professional experience
18
18
years of post-secondary education
2
2
Languages
Work History
Lead Customer Service and Success Manager
Orange Business Services
01.2022 - Current
- Accountable for delivering high-quality solutions, ensuring customer satisfaction through continuous monitoring and improvements.
- Drive upselling and cross-selling opportunities, contributing to revenue growth by identifying customer needs and presenting tailored solutions.
- Defined and monitored key performance indicators (KPIs) across customer success initiatives, ensuring alignment with business goals and consistently achieving service delivery targets.
- Oversee a range of services, including SDWAN, cybersecurity, WAN, video conferencing, and SAP, ensuring seamless implementation and ongoing support.
- Optimize internal processes to improve time efficiency and streamline reporting for customer deliverables, consistently meeting deadlines.
- Manage customer escalations and collaborate with teams to resolve complex issues, maintaining high customer satisfaction levels.
- Handle critical Customer Success Director tasks, including SLA breach and outage calculations, penalty assessments, and ensuring accurate, timely resolution.
- Proactively identify opportunities for service improvements and customer growth, consistently enhancing long-term relationships with Orange.
- Monitor and measure customer satisfaction through surveys and feedback loops, implementing service improvements based on insights.
- Lead biweekly and monthly service review meetings, presenting performance metrics, service improvements, and next steps to key stakeholders.
- Resolve non-commercial customer queries and address complex service issues, ensuring prompt and effective resolutions.
- Manage and track change requests, ensuring seamless implementation, accurate reporting, and transparent billing for customers.
EMEA Team Leader and Quality Coach for RecoverPoint Team
Dell Technologies
05.2019 - 01.2022
- Lead a team of 18 individuals, overseeing daily tasks, ensuring smooth operations, and driving high performance in all areas of customer support and technical services.
- Share best practices for technical and professional development, driving innovation and process improvements to streamline daily tasks and enhance team efficiency.
- Audit backlogs to identify potential risks to customer satisfaction (CSAT), proactively planning corrective actions to mitigate negative feedback.
- Prepare and present CAC reports for directors and senior managers, providing insights into escalated cases, current statuses, and actionable next steps.
- Conduct one-on-one meetings with team members to discuss performance, identify development areas, and create tailored Individual Development Plans (IDPs) for growth.
- Monitor and ensure KPI fulfillment, ensuring team performance aligns with SLA targets and consistently meets service standards.
- Lead quarterly reviews of escalated cases with the engineering team, filtering learnings and preparing presentations to drive continuous improvement across the team.
- Facilitate onboarding training for new hires, providing mentorship and ensuring smooth integration into the team’s processes and culture.
Technical Support Engineer 1,2
Dell Technologies
05.2015 - 05.2019
- Provide technical support globally for all DELL EMC customers worldwide and apply technical knowledge to analyze and use highly technical troubleshooting tools, content, and analytical practices.
- Validate technical information and issues early warning and disseminates information as needed.
- Use operational and diagnostics procedure to resolve issues in unique and sometimes complex customer environments.
- Manage own schedule of cases, which includes determining priority levels and sometimes will include negotiating and setting expectations with customers.
- Sharing acquired knowledge concerning problem resolution with others to be used in future problem resolution.
Education
Bachelor of Engineering - Major Communication
German University in Cairo (GUC)
New Cairo 01.2009 - 01.2014
High school or equivalent - undefined
Nozha Language schools (NLS)
01.1996 - 01.2009
Skills
- Cisco Customer Success Manager (DTCSM) v22 (2025)
- ITIL 4 (2025)
- Power BI Course (2021)
- VCP 65 Certified (2019)
- Unity Certified (2017)
- ITIL Foundation Certified (2016)
- RecoverPoint Certified (2015)
- ISM Certified (2015)
- Red Hat RHCE (Courses completed 2014)
- CCNA (Courses completed 2014)
Accomplishments
- Awarded "Change Maker" at Orange Business Services four times (2024).
- Winner of the "Value-Driven Services Competition" for upselling success.
- Featured in Orange Business Services newspaper for customer success story.
- Twice awarded "Most Valuable Peer (MVP)" at Dell.
- Received Long-Term Incentive (LTI) awards (2019, 2020, 2021).
- Mentored newcomers and GSAP participants at Dell Technologies.
- Led the "Journal Project" for virtual teams at Dell.
- Achieved multiple CSAT awards across different quarters.
- Developed award-winning processes and tools to enhance team performance.
- Member of Dell’s Strategy Committee creating the Rotations Portal.
Personal Information
- Date of Birth: 08/01/92
- Marital Status: Married
Personal Skills
- Strong analytical and problem-solving abilities
- Exceptional attention to detail and time management
- Effective communicator and team collaborator
- Fast learner with multitasking capabilities
- Calm under pressure and committed to excellence
Timeline
Lead Customer Service and Success Manager
Orange Business Services
01.2022 - Current
EMEA Team Leader and Quality Coach for RecoverPoint Team
Dell Technologies
05.2019 - 01.2022
Technical Support Engineer 1,2
Dell Technologies
05.2015 - 05.2019
Bachelor of Engineering - Major Communication
German University in Cairo (GUC)
01.2009 - 01.2014
High school or equivalent - undefined
Nozha Language schools (NLS)
01.1996 - 01.2009
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