Amr Khaled Effat

• Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
• Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
• Propose improvements to customer side related to available offers to be purchased by customer
• Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
• Utilized customer feedback to inform changes and improvements to customer success plans.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Analyzed customer usage data to identify trends and opportunities for upselling and cross-selling, driving revenue growth.
• Established strong relationships with key customers, resulting in increased customer loyalty.

• Act as technical account manager for UC services ( Microsoft Teams and contact center ) for 3 customers ( Carl Zeiss / RS components / Solocal Group)
• Managing contact center solution Anywhere 365 for customer Carl Zeiss with a lot of challenges due to support issues from provider side Work stream people
• Act as voice of customer inside Orange Business from Technical perspective and ensure that all customers’ request and issues are aligned with SLA
• Daily follow-up with operational teams regarding customers’ incidents and change requests
• Gaining customers’ trust since being appointed as TAM on the account
• Followup with different roles within the account team ( such as: CSMs, CSD, Problem managers, Change Managers )
• Monitoring all customers’ issues and engaging with operational teams to make support aligned with SLA , also raising red hands to head of operational teams if wrong way of handling tickets is monitored from agents
• Meet on weekly basis with customers BSOs to review weekly & Monthly the service purchased from Orange Business and discuss points escalated by customer side either with internal teams or Providers
• Challenge customer if needed regarding issues or requests that doesn’t match with contract or service hand book
• As example cases that showed work with customer and provider : Voice quality on contact center in US region that lasted 8 Months after lots of challenges with provider , Customer & Internal teams
• I succeeded to control all these challenges and escalated the provider to improve network infrastructure on provider side till the issue is solved and customer was satisfied with the resolution
• Even from side as extra mile, I helped the customer side to apply the internal handover for BSO through weekly meeting with the new BSO training on the contact center solution
• Follow up with solution consultants ( Anywhere 365 & Teams calling ) on updating LLDs , running issues related to projects and complex issues
• Presenting account team improvement in front of COO of GDO within Orange Business during visit to cairo site
• Engage with sales team regarding improvements for support model related to WSP support to customer Carl Zeiss
• Analyzing tickets for customers on weekly basis and apply actions from side if needed
• Ask for trainings for support teams if needed to improve service provided to customer
• Close followup on applying changes requested by customer to make sure that changes are applied correctly
• Build documents if needed to support teams in order to improve the service
• Served as a liaison between clients and internal teams to ensure smooth project execution and delivery.
• Led cross-functional teams to deliver customized solutions that exceeded client expectations.

• Managing international and French customers incidents for SMTP services on solutions managed by OB
• Acting as Senior within my team with Team leader tasks to maintain the rest of team do all running activities within SLA and right quality
• Managing 4 resources within the team with dividing activities on resource within daily standup meeting in the beginning of the working day
• Monitor work progress with tasks allocated to each resource to align with SLA to reach team productivity goal
• At the End of every working day, a followup meeting of 15 Minutes is attended with all resources to discuss progress related to tasks discussed in daily standup meeting
• Working on improvement plans for all team members if needed to improve team productivity
• Coaching team members if any deviation is monitor regarding SLAs and KPIs that may affect all the team productivity
• Editing knowledge base used for operation tasks for better team performance
• Follow up and advice if needed for all team members
• Managing SMTP solution provided by OB and solutions provide by third party provider (such as : Email protection suite provided by cisco)
• Maintain customers requested change requested within agreed SLAs
• Followup with customers upon changes done and active issues for faster resolution
• Monitoring customers relays and do all proactive actions on relays to prevent any impact on service provided to customer side
• Building new projects for new customers for many solutions such as : Email protection Suite for cisco for dedicated customers & Email control Platform for shared customers in OB and delivering before due dates agreed
• Main spoc in team for solution provide to many customers E-bonding to create changes from customer side and align it with OB tools
• Main Spoc in team for new developed tool in team related to Email control Platform
• Troubleshooting Network issue related to customers flow issues that impacted the SMTP services provide by SMTP
• Troubleshooting Microsoft O365 issues impacted SMTP services on customer side
• Troubleshoot flows from VM side on consoles using Vcenters
• Building SMTP Redhat servers using many services like: postfix , FTP , Puremessage, DNS, Legal Archiving, Backup, Monitoring and LDAP
• Train new comers in team with all the amount of knowledge to maintain all team members to be with same level of Knowledge and service providing for customer with Agreed SLAs
• Help other team members stuck in managing other customers issues
• Maintain servers SSL postfix , Apache and BigIPs certificates provided by digicert
• Follow CAB comity rules before processing any major changes
• Ensure customer satisfaction for service provided by being proactive with customer issues
• Be oncall duty from team to maintain servers monitoring alarms and handle crisis outside of Normal Business Hours

• Assessing project requirements
• Creating business requirement documents and framework
• Handling project stakeholders and senior executives
• Implementing project master plans with KPI
• Supervising The IT Services Delivery and Deployment

• Serving Etisalat UAE customers

• Training at technical department on ticketing producing system using c++ language and xml

Internship