Basic Info

HossamEldin El Boghdady

More than 15 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Service Center Manager at Al Raqaba Security Company

Experience Details

Service Center Manager

Operations/Management, Customer Service/Support, Installation/Maintenance/Repair

Manager

Highlights:
• Established new Authorized service center for iLife products 2016
• Improved all measured statistics and increase site average scores more than 60% in 3 months .
Key Responsibilities:
• Responsible for Manage and setting up Service Center Operations in KSA (Riyadh) for IPG & Computing items.
• Drive process optimization for greater efficiency and effectiveness of services.
• Ongoing monitoring and reporting of KPIs ensuring service levels and quality levels for transactions are met
• Striving to improve and deliver high quality customer service experience by ensuring all clients’ needs have
Been fully satisfied.
• Overseeing day-to-day activities related to IT services by maintaining customer service records, following
Up for immediate resolution of problems, and improving work processes.
• Listened to customer complaints, rand work to resolved.
• Worked with technical members of the workshop to improve work processes and remove identified bottlenecks.


Company Details

Al Raqaba Security Company

Riyadh, Saudi Arabia

11-50 employees

Computer and Network Security , Information Technology Services, Computer Hardware

N/A

Oct 2015 to Jun 2016 (8 months)
Service Country Manager at Metra Computer KSA

Experience Details

Service Country Manager

Operations/Management, Installation/Maintenance/Repair, Customer Service/Support

Manager

Highlights:
• Established new service centers for different computer manufacturers including Authorized Apple Service Center
2014, Authorized HP Commercial Service Center in 2015 IPG & Computing, Authorized Epson printer and
Scanner Service Center 2015.
• Improved all measured statistics and met all company goals in six months.
• Moved site Riyadh average scores from the 60% to 90%.
• Moved site Jeddah average scores from the 55% to 95%
Key Responsibilities:
• Responsible for Manage and setting up Authorized Service Centers Operations in KSA (Riyadh, Jeddah,
Al Khobar) for Dell, Apple, HP, Acer, Benq and Epson Onsite and on bench service level.
• Using GSX for mange Apple’s cases and keep it in SLA and TAT.
• Using OPT mange HP’s cases and keep it in SLA and TAT.
• Using ASP mange Acer’s cases and keep it in SLA and TAT.
• Using SAP mange purchasing, request and receiving required parts.
• Drive process optimization for greater efficiency and effectiveness of services.
• Ongoing monitoring and reporting of KPIs ensuring service levels and quality levels for transactions are met
• Striving to improve and deliver high quality customer service experience by ensuring all clients’ needs have
Been fully satisfied.
• Proactively looking after the training needs of skilled technicians and other junior staff members to ensure
They are capable of handling all technical problems as vendor’s policies.
• Overseeing day-to-day activities related to IT services by maintaining customer service records, following
Up for immediate resolution of problems, and improving work processes.
• Formulating new policies, which helps improve the quality of customer services delivered and met SLA.
• Identifying different problems of technical nature on timely basis including installations, repairs, and system
Configurations to allocate most suitable staff members for their resolution.
• Preparing in-depth plan to support different aspects of the business including backup and restoration
Processes, management of vendor agreements, handling spare part, and retention of data.
• Listened to customer complaints, raised them to appropriate level, and followed up to get them resolved.
• Worked with technical members of the workshop to improve work processes and remove identified
Bottlenecks.


Company Details

Metra Computer KSA (multinational)

Riyadh, Saudi Arabia

501-1000 employees

Information Technology Services, Computer Hardware, Information Technology Services

http://www.metracomputer.com/Default.aspx

Feb 2014 to Aug 2015 (1 year 6 months)
Service Center Manager at Metra Computer

Experience Details

Service Center Manager

Operations/Management, Customer Service/Support, Installation/Maintenance/Repair

Manager

Highlights:
• Established new service centers for different computer manufacturers including Acer Authorized Service Center in 2011, Benq and Touchmate Authorized Service Center in 2013
• Improved all measured statistics and increase site average scores more than 75 % in 3 months .
Key Responsibilities:
• Responsible for Manage and setting up Authorized Service Center Operations in Doha, Qatar.
• Provided onsite and on bench support for Dell, Acer, Benq and Touchmate.
• Striving to improve and deliver high quality customer service experience by ensuring all clients’ needs have
Been fully satisfied for Dell, Acer, Benq and Touchmate products.
• Proactively looking after the training needs of skilled technicians and other junior staff members to ensure
They are capable of handling all technical problems.
• Identifying different problems of technical nature on timely basis including installations, repairs, and system
Configurations to allocate most suitable staff members for their resolution.


Company Details

Metra Computer (multinational)

Doha, Qatar

501-1000 employees

Information Technology Services, Computer Hardware, Computer Networking

http://www.metracomputer.com/Default.aspx

Apr 2011 to Jan 2014 (2 years 9 months)
Service Operations and Call Center Manager at Metra Computer

Experience Details

Service Operations and Call Center Manager

Customer Service/Support, Operations/Management

Manager

Highlights:
• The establishment of the first call center in Metra Computer 2009
• Increase site UAE average scores 200% in 6 Months.
• Increase site Jordan average scores 100 % in 6 Months.
Key Responsibilities:
Developed training as well as new process and procedures, reorganizing both the call flow and the personal to improve efficiency, Instrumental in improving Service Levels and Improved all measured statistics and met all company goals Improved Quality Scores .
• Assisted in training new agents on various call center and operation procedures.
• Responsible for manage requesting Dell Parts for GCC branches UAE, Qatar, Jordan ,Iraq, Bahrain via
CEDPS and WWTS systems and keep cases in SLA by using correct Stop code.
• Manage branches escalation to vendor for track spare parts and following return parts as vendor policy.
• Striving to improve and deliver high quality customer service experience by ensuring all customers’ needs have
Been fully satisfied.
• Responsible for manage Call agents to receive customers calls and inquiries and update them by
Checking company system.
• Coordinated with all branches heads and ensured effective working in all aspects of orders.
• Prepared performance reports for employees to be submitted to management.


Company Details

Metra Computer

Cairo, Egypt

501-1000 employees

Computer Hardware, Telecommunications, Information Technology Services

http://www.metracomputer.com/Default.aspx

Jan 2009 to Mar 2011 (2 years 1 month)
Service Team Leader for Laptop at Metra Computer

Experience Details

Service Team Leader for Laptop

Customer Service/Support, Installation/Maintenance/Repair

Experienced (Non-Manager)

Training new technicians on various service center procedures.
• Technical reference for LCD and Laptop departments.
• Repairing Dell, HP and Acer laptops Offsite.
• Getting required Dell certifications.
• Getting LFD Samsung Certification.
• Issued all required steps in ERP system


Company Details

Metra Computer

Cairo, Egypt

501-1000 employees

Computer Hardware, Telecommunications, Information Technology Services

http://www.metracomputer.com/Default.aspx

May 2007 to Dec 2008 (1 year 7 months)
IT Assistant Manager at Falcon Pack

Experience Details

IT Assistant Manager

Customer Service/Support, IT/Software Development, Installation/Maintenance/Repair

Experienced (Non-Manager)

• Start ATMS Track Ten Management System. (Wireless System for Warehouse Management System)
• Install 20 security cameras with VCR.
• Backup of Server & Computers files.
• Assists and Monitors Computer Associates Ingress Users.
• Installation of Programs, Local Area Network and Systems.
• Recovery user’s data.
• PC Troubleshooting hardware and Software Installations.


Company Details

Falcon Pack (multinational)

United Arab Emirates

501-1000 employees

Food and Beverage Production, Packaging and Containers

N/A

Apr 2006 to Apr 2007 (1 year)
Technical Support Supervisor at ICI

Experience Details

Technical Support Supervisor

Customer Service/Support, Installation/Maintenance/Repair, Operations/Management

Experienced (Non-Manager)

• Responsible for maintenance and following contracts with company’s and end-users.
• Training the team workers on dealing with devices and customers.
• Training the employs of the companies which deals with new systems.


Company Details

ICI

Cairo, Egypt

11-50 employees

Computer Hardware, Information Technology Services, Information Technology Services

N/A

Feb 2001 to Jan 2006 (4 years 11 months)
Maintenance Technician at El Reem Computer

Experience Details

Maintenance Technician

Installation/Maintenance/Repair, Customer Service/Support

Experienced (Non-Manager)

• Responsible for Assembly computer parts, assure of equating between its components.
• Training the customers on how perfectly to deal with new computers.
• solving problems which may happen by customers due to bad usage at software and hardware.


Company Details

El Reem Computer

Cairo, Egypt

11-50 employees

Computer Hardware, Information Technology Services, Information Technology Services

N/A

Jan 1996 to Jan 2001 (5 years)

Achievements


Established new Authorized service center for iLife products 2016
• Improved all measured statistics and increase site average scores more than 60% in 3 months .



Established new service centers for different computer manufacturers including Authorized Apple Service Center
2014, Authorized HP Commercial Service Center in 2015 IPG & Computing, Authorized Epson printer and
Scanner Service Center 2015.
• Improved all measured statistics and met all company goals in six months.
• Moved site Riyadh average scores from the 60% to 90%.
• Moved site Jeddah average scores from the 55% to 95%



• Established new service centers for different computer manufacturers including Acer Authorized Service Center in 2011, Benq and Touchmate Authorized Service Center in 2013
• Improved all measured statistics and increase site average scores more than 75 % in 3 months.



• Established first Operations and Call Center department in Metra for GCC 2009.
• Increase site UAE average scores 200% in 6 Months.
• Increase site Jordan average scores 100 % in 6 Months.



Education

BS, Agricultural Cooperation, in Agricultural

Education Details

BS, Agricultural Cooperation,

Agricultural , Cooperation , Commercial

higher institute of agricultural cooperation, Egypt

C / Good / 65 - 75%

Agricultural , Cooperation , Commercial , law ,computer ,

The Higher Institute of Agricu

higher institute of agricultural cooperation
1991 - 1995

Certifications

Certificate details

DCSE Foundation 2013 Desktops (Cert ID: 3114)

Jan 2013

N/A

N/A

N/A

Dell

N/A

Certificate details

DCSE Foundation 2013 Portables (Cert ID: 3116)

Feb 2013

N/A

N/A

N/A

Dell

N/A

Certificate details

DCSE Customer Induced Damage - Emerging Countries-Europe-Middle East-Africa

Sep 2014

N/A

N/A

N/A

Dell

N/A

Training and Courses

Training/Course Details

LFD Installation and Maintenance

Jan 2010

Samsung

N/A

Training/Course Details

Service Call Essentials ? EMEA Client & Enterprise

Jul 2013

Dell

N/A

This profile is fresh!
Last update 30 days ago.

Jobseeker photo

Profile Skills and Keywords

AgriculturalArabicBudgetingBusiness-orientedCommercialComplaint Handling & ResolutionComputer And Network SecurityComputer HardwareComputer NetworkingCooperationCost-Reduction StrategiesCustomer SatisfactionCustomer ServiceDCSE Customer Induced Damage - Emerging Countries-Europe-Middle East-AfricaDCSE Foundation 2013 Desktops (Cert ID: 3114)DCSE Foundation 2013 Portables (Cert ID: 3116)EnglishFalcon PackFood And Beverage ProductionFront-End SupervisionHard WorkerITIT Assistant ManagerInformation Technology ServicesInstallationLFD Installation And MaintenanceMac OSMaintenanceMaintenance TechnicianManagementMetra ComputerMetra Computer KSAMicrosoft OfficeMicrosoft WindowsNegotiatorPackaging And ContainersPlannerPolicies & ProceduresProblem SolverRepairSAPService Call Essentials ? EMEA Client & EnterpriseService Center ManagerService Country ManagerService Operations And Call Center ManagerService Team Leader For LaptopSoftware DevelopmentSupportTeam Training And SupervisionTechnical Support SupervisorTelecommunicationsTotal Quality ManagementVendors Negotiation

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Windows

Microsoft Windows

: Expert

: Extreme - I love it!

:

More than 7 years

Mac OS

Mac OS

: Advanced

: High

:

3-5 years

SAP

SAP

: Intermediate

: High

:

3-5 years

Fields of Expertise

Customer Satisfaction

Customer Satisfaction

: Expert

: Extreme - I love it!

:

More than 7 years

Vendors Negotiation

Vendors Negotiation

: Expert

: Extreme - I love it!

:

More than 7 years

Total Quality Management

Total Quality Management

: Expert

: Extreme - I love it!

:

More than 7 years

Policies & Procedures

Policies & Procedures

: Expert

: Extreme - I love it!

:

More than 7 years

Cost-Reduction Strategies

Cost-Reduction Strategies

: Expert

: Extreme - I love it!

:

More than 7 years

Complaint Handling & Resolution

Complaint Handling & Resolution

: Expert

: Extreme - I love it!

:

More than 7 years

Computer Hardware

Computer Hardware

: Expert

: Extreme - I love it!

:

More than 7 years

Budgeting

Budgeting

: Expert

: Extreme - I love it!

:

More than 7 years

Team Training and Supervision

Team Training and Supervision

: Expert

: Extreme - I love it!

:

More than 7 years

Front-End Supervision

Front-End Supervision

: Expert

: Extreme - I love it!

:

More than 7 years

Key Skills

Planner, Business-oriented, Hard worker, Negotiator, Problem Solver

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