AHMED ELGAMAL

Senior Customer Support Executive

• Lead daily operations of the support team and ensure timely resolution of incidents and service requests in line with SLAs. • Prepare and deliver detailed performance and incident reports to management, highlighting trends, root causes, and recommendations for improvement. • Coordinate directly with department heads, stakeholders, and upper management to align support operations with business goals. • Monitor escalated issues and work closely with L2 and L3 support teams to ensure timely resolution and communication. • Supervise and mentor junior support staff, offering guidance, training, and knowledge-sharing to ensure consistent performance and service quality. • Review and improve existing support workflows and suggest process enhancements to increase efficiency and customer satisfaction. • Take ownership of high-priority or sensitive tickets, providing hands-on technical and managerial intervention when necessary. • Participate in change management and UAT testing, and document findings and impacts for continuous system improvement. • Maintain and update internal knowledge base articles, ensuring accuracy and accessibility for team members. • Communicate directly with clients, providing high-level assistance and managing expectations with professionalism and empathy

• Lead daily operations of the support team and ensure timely resolution of incidents and service requests in line with SLAs.
• Prepare and deliver detailed performance and incident reports to management, highlighting trends, root causes, and recommendations for improvement.
• Coordinate directly with department heads, stakeholders, and upper management to align support operations with business goals.
• Monitor escalated issues and work closely with L2 and L3 support teams to ensure timely resolution and communication.
• Supervise and mentor junior support staff, offering guidance, training, and knowledge-sharing to ensure consistent performance and service quality.

• Responsible for Resolving Service Requests, Incidents and providing the Root Cause Analysis for encountered issues. • Attend incidents as per Incident Managements Guidelines. • Use Jira ticketing system for all workflows as per ITIL guidelines • Log in identified problems and assign them for L3 as per Problem Management Guidelines. • Utilize various applications and SQL Database to pull information relating to encountered issues. • Conduct UATs & PVTs for the rapid and continuous releases and updates of our applications, as well as with the new introduced applications. • investigating and resolving application errors, data discrepancies and answer queries, over emails, phone. • Maintain a high function knowledge Base, by creating and editing articles, keeping in mind the continuous lifecycle of articles. • Offer continues suggestion for system deployments and updates. • Suggest new Processes to enhance & drive forward a better user satisfaction & Business need. • Identify system bugs and coordinate with other teams for planned and hot fixes deployments. • submit daily & on demand reports according to pre-defined and demanded criteria. • Discussing topics with GDRFA Application stakeholders and create Change Requests and assigning them to the chain command when needed.

• Responsible for Resolving Service Requests, Incidents and providing the Root Cause Analysis for encountered issues.
• Attend incidents as per Incident Managements Guidelines.
• Use Jira ticketing system for all workflows as per ITIL guidelines
• Log in identified problems and assign them for L3 as per Problem Management Guidelines.
• Utilize various applications and SQL Database to pull information relating to encountered issues.

• Answering existing and new customer's quires and questions about the bank products & services, required documents and the bank criteria. • Initiating Leads of the bank products and services such as current & saving accounts & online banking & mobile banking & credit cards & Debit cards. • Calling customers for offering new bank product & service Packages in the campaigns and for getting back our lost customer by giving them more offers for meeting the sales target. • Providing customers information about their bank products and service & Assisting customer with their online banking activation and other online bank services. • Handling customer's complaints defending on the bank's Image and giving the best assistance for solving customer's issues and getting customer's satisfaction.

• Answering existing and new customer's quires and questions about the bank products & services, required documents and the bank criteria.
• Initiating Leads of the bank products and services such as current & saving accounts & online banking & mobile banking & credit cards & Debit cards.
• Calling customers for offering new bank product & service Packages in the campaigns and for getting back our lost customer by giving them more offers for meeting the sales target.
• Providing customers information about their bank products and service & Assisting customer with their online banking activation and other online bank services.
• Handling customer's complaints defending on the bank's Image and giving the best assistance for solving customer's issues and getting customer's satisfaction.

• Support customers and internal employees with products or platforms. • Diagnose and troubleshoot software and hardware problems and help our customers install applications and programs • Provide the necessary advice and / or walk through with the emphasis of vast satisfaction and quality. • Support queries via phone, emails, live chats or even face to face interaction in a timely manner and keep log of them on the institutional ticketing systems. • Provide training to new customers and old customers for new releases, new features and product updates. • Act as L1 and L2 support, troubleshoot and help resolve technical issues in a friendly and accurate manner. • Collaboratively share feedback through appropriate channels related to tools, processes or systematic user/product issue. • Escalate issues by providing all relevant information and strive to resolve them in a timely manner. • Identify self-service documentation gaps. • Participate in project work as assigned. • Manage customer complaint related to operational issues. • Assign to the related department, follow up internally and assure proper resolution on a timely manner as per our SLA. • Close the loop with customers and generate feedback from them regarding the resolution provided.

• Support customers and internal employees with products or platforms.
• Diagnose and troubleshoot software and hardware problems and help our customers install applications and programs
• Provide the necessary advice and / or walk through with the emphasis of vast satisfaction and quality.
• Support queries via phone, emails, live chats or even face to face interaction in a timely manner and keep log of them on the institutional ticketing systems.
• Provide training to new customers and old customers for new releases, new features and product updates.

• Troubleshoot systems to determine technical issues. • Diagnose and troubleshoot technical issues, including network configuration. • Management and resolve customer complaints. • Properly escalate unresolved issues to appropriate internal teams. • Provide technical assistance to customers on inbound telephone tech support calls. • Register a ticket to the problem that faces the client. • Interact with customers or clients about the project status and solve their technical issues if any.

• Troubleshoot systems to determine technical issues.
• Diagnose and troubleshoot technical issues, including network configuration.
• Management and resolve customer complaints.
• Properly escalate unresolved issues to appropriate internal teams.
• Provide technical assistance to customers on inbound telephone tech support calls.