Nourhan Moustafa Gomaa
Customer Service Manager
Cairo
Summary
Customer Service and Technical Support professional with over 10 years of progressive experience in service management, team leadership, and technical support. Strong background in managing customer relationships, improving service quality, and mentoring technical teams. Certified in ITIL, Change Management, and Professional Scrum Master with hands-on expertise in incident/problem management, SLA tracking, and desktop infrastructure support.
Overview
11
11
years of professional experience
9
9
years of post-secondary education
10
10
Certifications
Work History
CSM
Orange Business Services
09.2021 - Current
- Orchestrated successful project initiatives, serving as the primary liaison and escalation point for all stakeholders, resulting in a 15% reduction in project delays.
- Cultivated strong client relationships and identified strategic growth opportunities, leading to a 10% increase in client retention.
- Spearheaded the monitoring and improvement of Service Level Agreement (SLA) adherence, achieving a 98%, improvement up from 70% in Q1 2024, by implementing new monitoring protocols.
- Collaborated cross-functionally to ensure on-time delivery and meet contractual obligations, leading to a 20% improvement in delivery consistency and a 15% increase in customer satisfaction.
- Implemented Agile principles to resolve delivery blockers and streamline workflows, optimizing issue escalation paths.
- Prepared customer service reviews, including capacity analysis, forecasts, and recommendations.
- Authored and reviewed Root Cause Analyses (RCAs) to drive continuous improvement.
- Managed the full lifecycle of change requests, including tracking, implementation, reporting, and billing.
- Coordinated with engineering, operations, and customer success teams using tools like Azure-Kanban board.
- Leveraged analytics platforms (e.g. Power BI) for robust SLA governance, performance reporting, and actionable insights.
Technical Support Team Lead
bp
10.2018 - 09.2021
- Provided technical assistance to the team as required.
- Monitored queues and assisted with daily goals and quality control.
- Provided technical guidance, coaching, and mentoring to help decision-making.
- Randomly audited and validated technical resolution quality.
- Ensured adherence to processes and procedures.
- Conducted weekly meetings and managed team load balancing.
- Evaluated and provided feedback on team performance.
- Ensured compliance with BP security and safety procedures.
- Monitored SLA and escalated near-miss issues to SDM.
- Submitted reports and provided timely alerts and updates to SDM.
- Motivated team members and resolved obstacles.
Senior Desktop Engineer
bp
12.2016 - 11.2018
- Delivered desktop support within SLA timelines.
- Resolved incidents and service requests from Service Desk.
- Supported technical issues with Microsoft applications and OS.
- Managed disaster recovery solutions and workstation configuration.
- Handled Line of Business application installations and support.
- Experienced in change, problem, and incident management processes.
Service Desk Engineer
bp
06.2014 - 11.2016
- Provided user support ensuring SLA compliance and satisfaction.
- Troubleshot hardware, software, and network issues.
- Documented incidents in Remedy with correct categorization.
- Collaborated with support teams and escalated when necessary.
- Ensured ticket closure with effective communication to users.
Education
Bachelor's Degree - Communication and Electronics
Arab Academy for Science, Technology and Maritime Transport
01.2008 - 01.2013
High School - Math Section
Nefertari International School
01.2003 - 01.2007
Skills
- Change Management
- Configuration Management
- First Aid
- HSSE-Visa Induction
- ITIL Foundation
- Problem Management
- Warden System Induction
- Professional Scrum Master (PSM)
- Basics of Supply Chain Management (BSCM)
- CCNA
- Completed PMP Exam Preparation Course
Certification
Change Management
Timeline
CSM
Orange Business Services
09.2021 - Current
Technical Support Team Lead
bp
10.2018 - 09.2021
Senior Desktop Engineer
bp
12.2016 - 11.2018
Service Desk Engineer
bp
06.2014 - 11.2016
Bachelor's Degree - Communication and Electronics
Arab Academy for Science, Technology and Maritime Transport
01.2008 - 01.2013
High School - Math Section
Nefertari International School
01.2003 - 01.2007
Similar Profiles
CHETAN BARHATECHETAN BARHATE
Incident Manager at Orange Business Services (ManpowerGroup Services India Pvt. Ltd.)Incident Manager at Orange Business Services (ManpowerGroup Services India Pvt. Ltd.)
Mostafa Naeem ElsharkawyMostafa Naeem Elsharkawy
Infrastructure Automation Expert at Orange Business ServicesInfrastructure Automation Expert at Orange Business Services
Rishabh GargRishabh Garg
Senior Consultant – SAP at Orange Business ServicesSenior Consultant – SAP at Orange Business Services
Ankit KurangiaAnkit Kurangia
Network Engineer at Orange Business ServicesNetwork Engineer at Orange Business Services
Ahmed A. RadwanAhmed A. Radwan
Retention Manager at Abu Dhabi Islamic Bank – EgyptRetention Manager at Abu Dhabi Islamic Bank – Egypt