Hadi Majzoub
Manager Lead, Customer Support Engineering @Entrust
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WORK HISTORY
Manager Lead, Customer Support Engineering @Entrust
Berlin, DE
Onfido - an Entrust company is an AI-based technology that assesses whether a user’s government-issued ID is genuine or fraudulent, and then compares it against their facial biometrics. As a Lead Manager, we\'ve improved our customer satisfaction score to 95% with 97% first response time and 75%-80% resolution time. Additonally: Hired and scaled up the team from 7 to 23 engineers to maintain a 24x7 coverage Developed strategic and customer-centric processes, tools and methodology Leading by example, coaching and mentoring highly-motivated engineers based in the U.S, Germany, Portugal, France, India and the UK Supporting the team as they investigate, debug, reproduce and fix complex software issues Proactively monitoring top ACV (>=1M USD) customers\' health and tickets\' hygiene Managing a team\'s budget of 0.5 million USD Approving team\'s bonuses and merit increases, and promoting top performers with consistent deliverables Escalation management with C-level executives and managing incidents Delegating responsibilities Revamping processes and SOPs Planning the team\'s quarterly OKRs alligned with Onfido’s targets Building dashboards to keep track of the team’s KPIs (SLAs, SLOs, CSATs) and escalation volumes via Zendesk, Salesforce, Jira and Looker Representing the team in Onfido’s general onboarding, and discuss the team’s OKRs with other stakeholders Introducing the new SLA-Manager role Developing an OLA agreement with engineering teams Building cross-functional relationshipsOne major achievement is leading and implementing the Onfido customer experience portal designed to assist Onfido customers in self-serving technical issues and inquiries, as well as managing their tickets and escalations. Click on the link to learn more about the portal. & t=49s
EDUCATION
Kiel University
Master’s Degree, Electrical Engineering and Information Technology
Arab International University
Bachelor’s Degree, Computer and Communications Engineering (CCE)
Technische Universität Darmstadt
SecUnity International Summer School: Economics of IT Security and Privacy (5 ECTS)
SKILLS
ABOUT HADI MAJZOUB
With over 10 years of professional experience, I have successfully managed and collaborated with globally-distributed teams in diverse industries, including FinTech, SaaS, Telecommunications, and Research. My educational background includes a Master\'s degree in Computer and Communication Engineering from Kiel University, Germany. Currently, I am the leading manager of the global support engineering team at Onfido, overseeing its growth from 7 to 23 engineers within a remarkable 4-month period. I have developed strong expertise in delivering customer-centric solutions, leading and scaling up global teams, and managing complex software and infrastructure incidents. Today, my team comprises highly-motivated support engineers based in Germany, France, Portugal, UK, India, and the U.S. Our shared passion lies in delivering exceptional L1, L2, and L3 premium support experiences to our esteemed customers, promptly resolving software issues in alignment with our standard SLAs, SOPs, OKRs, and customer-retention strategies.Skills:LeadershipBuilding and Scaling Up TeamsSaaSITILSalesforce Service CloudL1, L2, L3 Tech SupportEscalation Management Oracle SQLAWSApache Tomcat ServersData Migration APIsSSOSystems IntegrationIT OperationsJira & ConfluenceZendeskLookerProgrammingMatLab2G/3G Mobile Network OperationsCisco NetworksWireless Communications SystemsR & DAutomation
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