Bassim Farah

All of the previous role tasks with additional focus on:

• Special projects' management.
• Helping customers realize the value of investments made with Keyloop.
• Churn forecasting, management, and reduction.
• Establishing strong relationships with key customers and third-party stakeholders, resulting in increased customer loyalty and improved company branding.
• Increasing performance and raising utilization of Keyloop products.
• Business improvement planning.
• Complaint management and conflict resolution.
• Assisting customers with onboarding and product setup to foster successful adoption and usage.

• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Supervise daily operations and sales functions to maximize revenue, customer satisfaction, and organizational productivity.
• 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.
• Establish relationships and 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.
• Handle complaints, provide appropriate solutions and alternatives within appropriate timeframes and follow up to achieve resolution.

• 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.
• Developed and implemented customer service policies and procedures.
• Monitored call volumes and adjusted staffing levels accordingly.

Acting as “IT Support Service Desk Team Leader” (Aug 2016 onwards).

• Provide solutions and introduce preventive measures to increase system reliability and resilience.
• Lead the IT Helpdesk / Projects' Team to deliver Mobilization & Business-As-Usual support to locations across UAE, Egypt, and KSA.
• Configure, test and deploy new hardware and software systems in accordance with company standards.
• Monitor system performance, identify and resolve technical issues to ensure optimal operation of the network infrastructure.
• Create documentation for IT operations procedures and processes.
• Implement security measures to protect against unauthorized access or modification of data stored on the network.
• Assist with the development of policies and procedures related to information technology operations.

• Service delivery and user support.
• Software support for MS Office, Windows, AutoCAD, Primavera and 12D
• Hardware maintenance.
• Troubleshooting network problems and monitoring performance.
• Infrastructure cabling, Antennas installation and alignment.
• Site mobilization and temporary works (network and power connections).
• IT procurement.
• Provide technical support to end-users on a variety of computer software and hardware issues.
• Analyze system logs, identified potential issues, and implemented solutions in a timely manner.
• Monitor server performance metrics to identify areas of improvement or optimization.

• 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 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.