Websites
Summary
Overview
Work History
Education
Skills
Sports Activities
Personal Information
Certification
Languages
Timeline
Generic

Bassim Farah

Rowville,VIC

Summary

Customer Success Manager with 12+ years of experience in building and maintaining strong relationships with customers to drive success. Proven ability to identify and solve customer problems, develop and implement customer success plans, and track and measure customer success metrics. Expertise in account management, technical support, and proactive customer service.

Overview

14
14
years of professional experience
6
6
Certification
7
7
years of post-secondary education

Work History

Customer Success Manager – Middle East

Keyloop
10.2021 - Current
  • Help customers realize the value of investments made with Keyloop
  • Increase performance and raise utilization of Keyloop products
  • Business improvement planning
  • Complaint management and conflict resolution
  • Establish / strengthen relationships with customers and third-party stakeholders
  • Special projects management.

Customer Experience Manager – Middle East

Keyloop
04.2019 - 09.2021
  • Internal performance reviews
  • Business improvement planning
  • Complaint management and conflict resolution
  • Establish strong relationships with customers and OEM’s Voice the market needs while setting Keyloop’s product development plans
  • Work closely with our customers to guarantee high satisfaction levels with products and services provided by Keyloop
  • Solve problems faced and work on business improvement plans that maintain a healthy relationship with our partners
  • Establish relationships and open new communication channels with Automotive Manufacturers / OEMs
  • Create synergies between, a
  • Manufacturers / OEMs future digitalization and technology plans
  • B
  • Keyloop’s product development strategies that ultimately enable automotive retails achieve their growth plans.

Support and Customer Care Manager – Middle East

CDK Global (International)
11.2017 - 03.2019
  • Lead CDK’s technical support team for ME region
  • Review and set internal and external business as usual support processes
  • Establish relationships with new customers and maintain it for existing ones
  • Lead a technical support team of 25-30 analysts working from UAE and India to serve 70+ automotive retails across 11 countries in Middle East
  • Set and optimize CDK’s technical support operations by building team structures and setting process flows

Senior ICT Support Engineer

Al-Futtaim Carillion – UAE
11.2013 - 10.2017
  • Advanced helpdesk support
  • System administrative tasks
  • Monitor helpdesk performance to achieve the target SLA
  • Participate in Service Improvement Plans for AFC’s ICT services
  • From August 2016 – Acting as “IT Support Service Desk Team Leader” Responsible for 2nd level support resolution for escalated network related calls to identify the root cause and resolve
  • Provide solutions and introduce preventive measures to increase system reliability and resilience
  • Lead the IT Helpdesk / Projects Team to deliver Mobilization & Business As Usual IT support to all company operating locations all over UAE and remotely to Egypt and KSA
  • Key Team member of 2500 asset infrastructure network refresh program to design and implement a new communication system platform that provides a more efficient, secure and reliable access to the company systems anywhere in the world
  • Review current processes / procedures, propose and implement service improvement measures
  • Responsible for process documentation, creating and updating “Knowledge Base Register” to guarantee knowledge sharing among different team members
  • Tender and bid support – Specification review and cost estimation of IT networking equipment and services required for new projects / contract awards
  • Telecommunication works related to site mobilization, steady state and decommission works
  • Test new software products and hardware equipment to ensure telecommunication systems interoperability and system wide performance
  • Perform software and hardware upgrades for telecommunication systems when required
  • Supply chain review to reduce the cost of the procured products and services by searching the market for new suppliers and vendors establishing preferred supplier matrix and volume discounting.

IT Support Engineer

Al-Futtaim Carillion - Egypt
01.2011 - 11.2013
  • Service delivery and user support
  • Software support for MS Office, Windows, AutoCAD, Primavera and 12D
  • Hardware maintenance
  • Troubleshooting network problems and monitoring its performance
  • Infrastructure cabling, Antennas installation and alignment
  • Site mobilization and temporary works (network and power connections)
  • IT procurement
  • Basic network administration tasks.

BSS Maintenance Engineer (Data Collection Engineer)

ORASCOM Trading Co.
10.2009 - 12.2010
  • Data collection for 'Mobinil' sites in Cairo, Alexandria, Marsa Matrouh and El Fayoum - Project coordination related work
  • Planning and executing a data collection plan for all Mobinil GSM sites in Cairo, Giza, Alexandria, Marsa Matrooh and Al-Fayoum
  • Coordinate between different 'Data Collection Teams' from one side and Mobinil (operator) from the other side
  • Identify all 2G and 3G network components such as cables and antennas installed on site as well as their models and makes
  • Reading all BTS configuration details and compiling a detailed site report be sent to Mobinil (Mobile Operator)
  • Make sure that project meets and exceeds the agreed Service Level Agreements (SLAs) between the operator and Orascom Trading
  • Lead a team of technicians and make sure that the safety standards are applied during all site visits
  • Support and assist the 'Maintenance Team' in addressing and resolving all sites’s alarms and failures
  • Apply for all authorities permits, submits the related work action plans and get the required access permissions
  • Attend all Sites’ audits conducted by the operator and organizes all the logistics required before their visits
  • Identify and report any site failures as well as potential faults and safety hazards.

Education

MBA -

Manchester Metropolitan University
United Kingdom
05.2021 - 05.2023

Bachelors - Communication And Electronics Engineering

Cairo University
Cairo
05.2004 - 05.2009

Skills

  • Excellent communication skills
  • Complex problems resolution
  • Task commitment
  • Establishing new relationships and maintaining existing ones
  • Active listening
  • Fast learning

Sports Activities

  • Cycling.
  • Football.

Personal Information

  • Gender: Male
  • Date of Birth: 21 Sep 1987
  • Nationality: Egyptian
  • Holder of Australian Permanent Residency (Subclass 189)

Certification

  • ITIL Foundation: Jun 2016
  • CCNA: Apr 2013
  • Vodafone 2008 GSM course: Aug 2008
  • Microcontroller Architecture Programming and Interfacing using ATMEL Microcontrollers: Aug 2007
  • Object Oriented Programming in C++ Using Visual Studio.net: Aug 2007
  • MATLAB programming: Jul 2006

Languages

Arabic
Native or Bilingual
English
Full Professional

Timeline

Customer Success Manager – Middle East

Keyloop
10.2021 - Current

MBA -

Manchester Metropolitan University
05.2021 - 05.2023

Customer Experience Manager – Middle East

Keyloop
04.2019 - 09.2021

Support and Customer Care Manager – Middle East

CDK Global (International)
11.2017 - 03.2019

Senior ICT Support Engineer

Al-Futtaim Carillion – UAE
11.2013 - 10.2017

IT Support Engineer

Al-Futtaim Carillion - Egypt
01.2011 - 11.2013

BSS Maintenance Engineer (Data Collection Engineer)

ORASCOM Trading Co.
10.2009 - 12.2010

Bachelors - Communication And Electronics Engineering

Cairo University
05.2004 - 05.2009

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Bassim Farah