Firas ElTinay

Business Support Manager

• Job Details:Managed five teams across functional and technical support departments, ensuring smooth operations and efficiency. Doubled the team size while tripling efficiency. Optimized the onboarding system, reducing the time for new joiners to reach product knowledge by 50%. Handled big client escalations, ensuring high CSAT, issue resolution and churn mitigation. Collaborated with the finance manager to plan and manage the department’s annual budget. Coached and prepared four team leaders for leadership roles. Developed and led an internal project to track statistical insights on inquiries from different departments and used this data to create targeted training sessions. Managed communication between international cross-functional departments, ensuring smooth collaboration. Assisted in product development feedback, relaying customer business challenges to R&D to provide standard solutions. Delegated projects to team members to foster professional growth and leadership experience. Delivered leadership workshops using prism methodology. Launched a dedicated support team for key enterprise clients, improving response time and issue resolution. Oversaw the Odoo young graduate program, leading recruitment, training, and rotation across support and sales.

Business Support Team Leader

• Job Details:Led a team of support analysts while managing team operations. Adopted and optimized the recruitment process to enhance candidate selection and team fit. Refined the onboarding system to align with company culture and operational goals. Expanded Odoo’s regional reach by implementing and training for WhatsApp, live chat, and an emergency phone line for customer engagement. Adopted systems from Belgium and optimized them to suit regional business culture better.

Business Support Analyst

• Job Details:Recognized as one of the top performers. Participated in recruitment and led onboarding for new employees. Led the rollout of new communication channels for customer support. Developed and executed training initiatives to enhance team knowledge and efficiency. Delivered structured client feedback to R&D to improve processes and optimize product offerings.