Nada Ahmed Emam

Incident Management EngineerFull Time

• Job Details:-Overseeing the incident management process and team members involved in resolving the incident. -Responding to a reported service incident, identifying the cause, and initiating the incident management process. -Prioritizing incidents according to their urgency and influence on the business. -Collaborating with the incident management team to ensure that all protocols are diligently followed. -Logging all incidents and their resolution to see if there are recurring malfunctions. -Adjusting the incident management process as required to ensure its effectiveness. -Communicating with upper management if major issues are found in the IT system. -Ensure incidents recorded are fully documented both during and after the incident. -Multi-task and make sound judgments in a fast-paced, high stress environment Interact with and influence people/groups of widely varying disciplines and backgrounds -Technical breadth to be able to ask the right questions, collect the responses and set actions based on information and also to challenging information if the response does not fit the situation -Assist in ensuring that all processes and procedures are adhered to and are in compliance with incident guidelines

Contact Center Supervisor (Amazon Digital Account)Full Time

• Job Details:- Experience leading teams - Experience interviewing and selecting people who will maintain a high performance bar in Teleperformance - As a leader of leaders understands how to nurture and develop leadership skills - Meet service level agreements set by Teleperformance Customer Experience leadership - Work closely with product teams to monitor performance of products and corresponding support metrics - Uphold company values and strive to always improve the platform and community experience - Positive communicator who understands when necessary how to have tough conversations - Knows and communicates the Amazon mission, vision and strategy - Ability to confidently facilitate team discussions and communicate business messages - Maintains a high level of professionalism and approachability - Understands and owns the controllable elements of service level delivery - Ability to use data and insights to prepare metric reviews - Creates operational plans to support peak ramp up and down as well as readiness for business launches - Acts as the operational representative for business teams to understand voice of the customer or partner in key process or policy changes - Builds plans to test and experiment new approaches to service delivery -Sets SMART Target for the Team individually and on Team Level on Daily and weekly Basis. - Delviering MPRs Monthly (Monthly performance review) - Delevring effective Coaching in which area of Opportunities. - Setting Action plans on weekly basis to achieve the Target. - Participates in WBR (weekly business review) to review the Performance in terms of PRR // RAP // HMD Suppression -Leads and prepares Motivational Events to improve the customer and associate experience - Uses data to identify areas of ongoing improvement in how service is delivered - Takes action on issues escalated from within the team, works with the rest of the business to bring issues to resolution. - Ensure adhering to Amazon Security rules. - Analyze and Makes Histogram Analysis to identify the area of opportunities and the Root Cause of them.

Technical Support Associate, Device Digital (Amazon German Account)Full Time

• Job Details:- Dedicated to problem resolution - Demonstrate a positive attitude - Be able to resolve a conflict - patient and helpful - Able to avoid jargon and explain complex concepts - is responsible in any given situation - Able to collect data accurately to identify solutions - Able to use multiple tools - Use situational judgement to determine actions - Has a detail-oriented working style Technical Knowledge: Basic understanding of Device Platforms (Desktops, Laptops, Tablets, Mobiles, Gaming consoles, Streaming devices) and Digital Services (Videos, Music, Apps, Video Games, streaming content, Cloud Storage) and associated technical terminologies Ability to translate technical information / instructions into a simple language that would ensure seamless trouble shooting Ability to solve the problem efficiently Awareness of latest trends and developments in the technology industry Demonstrate the ability to apply knowledge to new situations Be able to use judgement and common sense to answer customer questions Demonstrate willingness to share knowledge with team members and customers Consistently curious about technology Detect the Issue and applying Troubleshooting Steps in an Easy way