Sally Abdel Massih Naguib

Orange Egypt

• WI-FI Technical Support Senior SpecialistFull Time

  Nov 2015 - Present -9 yrs, 8 months

  Egypt , Giza

  • Job Details:• To perform remote monitoring activities on servers, platforms and relative equipment’s so as to identify potential impacts on customers IT solution and solve them accordingly. • To manage incidents raised by the customers (handling calls, opening a case, communicating with different team)… etc. • To analyse these issues and to fix them using the tools and processes available. • To work as monitoring Agent to monitor customer devices. • Handling Triple play customers which working with fiber Solutions. • Support Customers to work with Orange Hotspots. • Handling VPN solution. • Getting Team leader training to perform the actions need for this task. • Manage maintenance time with customers.
• Acting as Team Leader Fixed Broadband Full Time

  Mar 2012 - Nov 2015 -3 yrs, 8 months

  Egypt , Giza

  • Job Details:• To Train new comers. • To Explain Workflows to new comers. • To use the tools and processes available to monitor and process the operation. • To receive customers complain as escalation. • To work closely with the monitoring team report global issues. • To generate agents reports to evaluate their performance. • Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. • Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both external customers. • Provides statistical and performance feedback and coaching on a regular basis to each team member. • Writes and administers performance reviews for skill improvement. • Is available for employees who experience work and/or personal problems providing appropriate coaching, counselling, direction and resolution. • Ensures employees have appropriate training and other resources to perform their jobs. • Responds to and resolves employee relations issues expressed by team members. • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.