Ibrahim Hasan
Service Manager
Dubai
Summary
Highly motivated service manager with 15 years of experience in Service management, CRM and contracts. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Service Manager
CANON OFFICE IMAGING SOLUTIONS (Doha) LLC
Doha
2015.06 - 2022.12
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Met with customers to discuss service needs and offer available solutions.
- Developed department processes and procedures to boost customer satisfaction.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Analyzed service reports to identify areas of improvement.
- Contracts management –Setup, renewal, review and administer of all service contracts.
- Worked closely to improve service revenue and service cost
- Maintained a consistent customer satisfaction ratio of 90%.
- Monitored inventory levels and placed orders to replenish stock.
Senior Executive
Ooredoo Qatar (Starlink)
Doha
2012.01 - 2014.06
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
- Handled Fibre migration team.
- Handled queries and complaint after installation.
- Handled Fibre migration technicians and helpdesk team.
- Create daily reports and record to monitor day to day work.
- Assisted fibre Design Team with new implementation.
- Provided training on new services or changes to the helpdesk and technicians
Sales and Service Advisor
TECH NINE INITIATIVES W.L.L
Doha
2011.05 - 2011.12
- Managed all internal and external sales departments.
- Managed administration and data input duties to ensure that all records are kept up to date and accurate.
- Promoting new products and service in the market.
- Maintaining and updating sales records regularly.
- Managed enquiries, Quotations and Invoices.
- Create daily, weekly and monthly reports and record as required for the efficient operations of the company.
- Hiring and Training New Sales Engineers.
Senior Technical Support Associate
DELL INTERNATIONAL SERVICES
Bangalore
2009.10 - 2010.10
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Assisting customers with new system orders and help them track, cancel, or change the order
Education
Bachelor of Computer Applications - Computer Application
EIILM
India 2009.08 - 2011.12
Skills
Strategic business planning
Customer service management
Staff Management
Contract Management
Project Management
Budgeting
Employee supervision
Upselling
Quality assurance
Reporting
Accomplishments
- Supervised team of 25 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Certification
ITIL® Foundation Certificate in IT Service Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
ITIL® Foundation Certificate in IT Service Management
2018-11
Service Manager
CANON OFFICE IMAGING SOLUTIONS (Doha) LLC
2015.06 - 2022.12
Senior Executive
Ooredoo Qatar (Starlink)
2012.01 - 2014.06
Sales and Service Advisor
TECH NINE INITIATIVES W.L.L
2011.05 - 2011.12
Senior Technical Support Associate
DELL INTERNATIONAL SERVICES
2009.10 - 2010.10
Bachelor of Computer Applications - Computer Application
EIILM
2009.08 - 2011.12