Mahmoud Shaalan

• Working as a customer advocate to ensure services are managed in a proper way as per Service level Agreements (SLAs) defined in contract with customer and grow the customer relation. • Identifying sales opportunities based on customer day to day work and work with sales team for proper proposals to customer. • Initiate customer service reviews, service improvement plan, trend analysis and root cause analysis. • Auditing work and customer service to ensure the company's standards and efficiency are met.

• Working on team's training plan and service acceptance. • Lead communications in complex situations and crises with internal and external stakeholders. • Follow up on the team's KPIs analysis and communicate to the team member’s ways to improve it. • Perform technical escalations in line with company procedures. • Working on chronic problems/ incidents and drive those incidents for quick and efficient solution. • Provide technical assistance for the creation of Root Cause Analysis (RCA).

• Undertake full fault diagnostics to resolve where possible customer faults. • Provide a professional technical point of contact for customers. • Provide updates to customer to meet performance objectives and service excellence guidelines. • Monitor systems, customer networks and products, deal with alerts and events as appropriate. • Liaise and refer issues to relevant entities. • Diagnose fault related incidents by effectively utilizing software diagnostics and other network/product utility programs.