Mohamed Fayed
Success Manager
Gleem,Egypt
Summary
Dynamic and results-driven Success Manager with 12 years of experience in driving customer success and building strong client relationships. Skilled in providing actionable insights to optimize application utilization and collaborating with internal teams to deliver seamless support. Adept at resolving complex system issues and providing comprehensive training to end-users. Proficient in technical application support, SQL databases, and customer relationship management. Known for adaptability, reliability, and exceptional communication skills. Passionate about literature, history, and cultural events. Aiming to leverage expertise in a challenging role that values proactive problem-solving and client-centric solutions.
Overview
15
15
years of professional experience
4
4
Certifications
4
4
Languages
Work History
Success Manager
BMG
02.2023 - Current
- Lead initiatives to enhance customer success and ensure alignment with client business goals
- Build and maintain strong client relationships through regular communication and personalized solutions
- Provide actionable insights and recommendations to optimize application utilization and system performance
- Collaborate with internal teams to resolve client concerns and deliver seamless support
- Created a culture of accountability within the success management team, promoting a sense of ownership and dedication to customer outcomes.
- Established lasting relationships with customers by consistently exceeding expectations and displaying genuine empathy for their challenges.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Developed detailed plans based on broad guidance and direction.
Support Engineer
BMG
01.2021 - 01.2023
- Managed and supported IVR APP Altitude and DC Digital Connect applications
- Diagnosed and resolved complex system issues, ensuring minimal downtime and disruption
- Collaborated with development teams to implement updates and enhance application functionality
- Provided comprehensive training and documentation to end-users
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Collaborated with outside departments to implement system-wide improvements.
- Advanced client understanding of product capabilities by crafting clear and concise user guides, fostering increased adoption rates and overall satisfaction.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
Player Support Specialist
TELUS International
Essen, Nordrheinwestphalin, Germany
07.2018 - 11.2020
- View and action potentially violating content on an ongoing basis
- Conduct objective, fair, unbiased, and investigations into reported content
- Be an expert on internal policies and stay up to date with policy updates
- Identify and share observed patterns about reported content to improve performance
- Screen and review reported Turkish social media content according to guidelines
- Research, prevent and solve challenges related to accounts (Contents involved can contain graphic images or offensive content)
SALES ENGINEER
PYLUX SOLUTION LLC
02.2016 - 06.2017
- Maintaining and developing relationships with existing and new customers via meetings, telephone calls and Email
- Visiting potential customers to prospect for new shipments
- Gathering market and customer information
- Liaising with suppliers to check on the progress of existing orders
- Recording sales and order information and sending copies to the Manager in the end of the day
- Reviewing own sales performance, aiming to meet or exceed targets
- We are selling IT solutions to corporate accounts
- We are achieving the target sales quota & profit margin
- Establishing, maintaining, and expanding customer base
- Increasing business opportunities through various routes to market
- Keeping up to date with products and competitors
- Achieving required sales certifications as per business needs
- Developing and implementing a longer-term strategy to ensure retaining customer accounts and continue to obtain future business
- Keep high levels of customer satisfaction through customer care visits and quick responses to customer queries and complaints
- Using daily planners effectively to capture all field activities
- Increased sales revenue by consistently meeting and exceeding sales targets through effective client presentations and product demonstrations.
- Established long-term relationships with key clients for repeat business and referrals, cultivating a strong network within the industry.
- Analyzed market trends, competitor performance and product strengths.
TECHNICAL APPLICATION SUPPORT ENGINEER
RMGS EGYPT
01.2015 - 01.2016
- Being responsible for providing remote technical support for clients who have critical response time requirements for their business systems (Tenrox)
- Working independently and as part of a team to urgently analyze technical issues, and troubleshoot over Email/Phone or via remote access
- Escalating problems when appropriate
- Technical Work: Analyze problems to identify the problem areas and recommend solutions to customer application questions with regard to setup and know-how issues
- Resolving complex application technical issues through investigation and providing a walkthrough solution directly to the client via email, phone, and other electronic mediums
- Ensure follow-up with clients and provide seamless updates on open issues
- Provide first-level support for production issues across multiple applications, including problem identification, definition, and implementation of short-term work around and coordination of long-term software solutions with the business analysis and development team
- Monitor (Zendesk) trouble management system to ensure all reported production issues are addressed according to published service level agreements
- Diagnose and resolve day-to-day live system issues in a timely manner based on their severity
- A clear understanding of software development lifecycle methodologies and documentation standards
- Maintain ongoing communication with end-users, business analysts, QA team, and development team on reported issues
- Coordinate, Review, and respond to system audit alerts in a timely manner
- Ability to write, modify, and execute SQL queries for SQL Server
- Configuration of local machines to clone the client's production environment for troubleshooting reported issues
SUPPORT ENGINEER
ITS EGYPT
01.2011 - 08.2014
- Played a key role as a Member of the IT operation Team providing various technical support services for the company's software applications (TABS), including problem analysis and resolution
- Technical Work: Deployed specially designed test scripts - Retrieved system metrics, gathered and formatted statistics, and ran analyses to identify system issues
- Assisted technically in applications ensuring optimal durability and reliability; Scrutinized and fixed technical operational issues of the applications
- Technical Support: Liaised with the developers of applications to advise concerning changes on system levels
- Fostered strong relations with vendors to ensure timely support whenever necessary
- Recommended effective suggestions for changes in the system applications and provided expert advice as to proper operation
- Guided and mentored end-users utilizing verbal personal instruction and specially
- Monitored customer support queues and responded to customer inquiries on time
- Created detailed documentation of customer issues and resolutions for future reference
- Collaborated with the engineering team to quickly identify and resolve customer issues
SUPPORT ENGINEER
MILITARY
Egypt, Egypt
08.2009 - 12.2010
- Created and designed databases, views, stored procedures, SQL statements, and user-defined functions of varying complexity with a 'best practices' approach to keys, Experience using typed datasets is critical
- Created detailed documentation of customer issues and resolutions for future reference
- Collaborated with engineering team to quickly identify and resolve customer issues
- Utilized scripting and automation tools to streamline customer support processes
- Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
- Upgraded operating systems and computer software to perform compatibility with programs.
Education
Bachelor of Science - Computer Science
Arab Academy For Science & Technology
Egypt 01.2005 - 1 2009
Skills
SQL
Certification
Oracle Certified Associate (OCA)
Featuresandinterests
- Flexibility
- Communication
- Reliability
- Good manners
- Adaptability
- World news
- Languages
- History
- Travel
- Literature
- Cultural events
Educationalqualifications - Professional
Arab Academy for Science & Technology, Alexandria, Egypt, B.Sc. – Computer Science, 09/01/05, 06/30/09
Personal Information
- Date of Birth: 07/26/87
- Nationality: Egyptian
Timeline
Success Manager
BMG
02.2023 - Current
Support Engineer
BMG
01.2021 - 01.2023
Player Support Specialist
TELUS International
07.2018 - 11.2020
SALES ENGINEER
PYLUX SOLUTION LLC
02.2016 - 06.2017
TECHNICAL APPLICATION SUPPORT ENGINEER
RMGS EGYPT
01.2015 - 01.2016
SUPPORT ENGINEER
ITS EGYPT
01.2011 - 08.2014
SUPPORT ENGINEER
MILITARY
08.2009 - 12.2010
Bachelor of Science - Computer Science
Arab Academy For Science & Technology
01.2005 - 1 2009
Oracle Certified Associate (OCA)
Oracle Certified Professional (OCP)
Java Standard Edition (JSE)
Java Enterprise Edition (J2EE)
Similar Profiles
RAWYA MELKIRAWYA MELKI
Operations Manager at BMGOperations Manager at BMG
TLHOMISO DANIEL PELELETLHOMISO DANIEL PELELE
LHM Workshop Foreman at BMGLHM Workshop Foreman at BMG
Matthew PerryMatthew Perry
General Warehouse Worker at BMG FlooringGeneral Warehouse Worker at BMG Flooring