Maryam Estfanose
Customer Service Manager @TRANSATEL (an NTT company)
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WORK HISTORY
Customer Service Manager @TRANSATEL (an NTT company)
Paris, FR
Key Responsibilities:Strategic Client Management:Successfully manage relationships with high-profile clients, ensuring satisfaction and delivering high quality services globally. Serve as the primary point of contact for renowned clients, addressing their diverse needs and fostering long-term partnerships. Customer Service Reviews:Prepare and conduct periodic customer service reviews, ensuring alignment with customer expectations and driving continuous improvement.Communication and Proactive Notifications:Proactively inform customers and end-users in advance of any anticipated service interruptions, demonstrating transparency and maintaining trust.Root Cause Analysis (RCA):Create and review internal root cause analysis (RCA) reports, identifying and addressing underlying issues to prevent recurrence and improve service reliability.Service Management and Escalation:Function as the primary point of contact for service management, ensuring seamless coordination across different departments to deliver excellent service quality. Take full responsibility for meeting contractual SLAs and act as the first point of escalation during crises.Continuous Improvement:Utilize analytical skills to identify service gaps, coordinating innovative solutions for improvement. Lead regular service reviews, providing comprehensive KPI reports to showcase performance metrics.Client Onboarding and Training:Spearhead the launch and onboarding process for new clients, managing setup, kickoffs, and training sessions.My role combines strategic client management, and a deep understanding of telecommunications toensure the highest level of service delivery for our clients on a global scale
EDUCATION
Misr University for Science and Technology
Bachelor’s Degree, Electrical, Electronics and Communications Engineering
Nicolaus Copernicus University
Master of Business Administration - MBA, Business Administration and Management, General
Université d'Angers
Master of Business Administration - MBA, International Marketing
ABOUT MARYAM ESTFANOSE
A seasoned Client Services Manager with over 9 years of experience in telecommunications, IoT, and AI-driven solutions. Known for expertise in strategic account management, global project leadership, and delivering exceptional service. Holds an MBA and certifications such as ITIL Intermediate and CCNA, providing a strong foundation in service strategy and process optimization. Fluent in Arabic and English, adept at transforming business objectives into innovative, technology-driven outcomes to create measurable success on an international scale.
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