Yasser Fahim Fayed, MBA

Customer complain managementFull Time

• Job Details:- Ensure Customer Complain r handled through the proper team - Conduct Audit on Handled cases to insure problem solved permanently - Measure and report Handling time per team to highlight the teams need improvment - align and coordinate with commercial and customer care team to insure that TTs assigned and handled properly - generate the handling processes with customer care team that bound the way of handling and make it smoother

Network operations managerFull Time

• Job Details:-Managing a service desk team, Working as the only Gateway between operations department and other etisalat departments. - Provide global network reports to top management to track all network faults. - Managing customer complains team, assign resources, follow up and ensure solving customer problems in time - Managing Trouble Ticket system team , insure TTs triggered in time and to the problem team, report violated TTs and provide dashboard provide daily, monthly and weekly reports. - Establish and maintain processes between operations teams and other departments teams - Manage Incident management team, Handle critical network problems by Follow up , escalation and reporting.. - manage War Room in case of crisis. Managing Front office team in a managed service style, insure proper fault handling , Control network changes, Assign resources to solve network faults in time and solved from first time. - continual audit on team performance and request the needed development . Main Achievements:. - Established a call center in NOC to receive call through a single short number for better tracking. - Work in deep with field teams to insure proper handling of network faults - Define a unified escalation matrix to escalate faults in time - design a solid Reporting system that present all Network status updated twice per day. - Integrate all trouble Ticket systems for a single unified system. - build process for Follow up and coordinate all external customers complains with technical teams - Build a knowledge base tool for Incident management , where all incident reports are uploaded to a system make searching easy and reports exported. all these achievements are handled through normal project management processes, with the proper management of teams

Field operations ManagerFull Time

• Job Details:Managing Field maintenance Teams in Delta and alex regions. - Alarms are handled in time and solved in the right way. - Work on continuous auditing to make sure preventive activities are handled correctly. - prepare team training sessions to improve team performance. - intervene in resources utilization, distribution and selection. Main Achievements: - Build a solid process to track Fuel consumption on generator sites to save company cost. - enhance team levels in alarm handling with continuous on site audit and training. - design a new silent generator to help used in urban areas