Yara Tarek El-Maghraby

Technical Support Quality Coach and Duty ManagerFull Time

• Job Details:Manager on Duty Conducting daily SR audits and ensuring that customer communication and processes Tracked KPIs and created continuous improvement plans. Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively. Analyzing Hot and escalated cases and providing a summary to Managers, Escalated Managers Customers, and SAMs to ensure that all stakeholders are updated on the status of customer issues. Providing feedback to Managers about team member's performance by doing 1:1 with the team members Developed comprehensive training programs to continuously upskill the technical support team. Discussing Team issues and sharing best practices and new process communications to continuously improve team performance. Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock. Doing the needed presentations and Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department. Collaborated with cross-functional teams to identify and resolve systemic product issues. Developed and implemented training initiatives for new hires. Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques. Mentored junior support staff, fostering a culture of collaboration and learning within the team. Coordinated with sales teams to provide pre-sales technical assistance for potential clients. Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress. Enhanced customer satisfaction by addressing technical issues and providing timely resolutions. Presenting ECS ISO Internal Audit to ensure compliance with ISO standards.

Technical Support EngineerFull Time

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