Shaymaa al-Bamby

M365 Premiere Technical Support Lead Strategic Premiere Accounts (S500) @Sherweb

Ottawa, ON, CA

Act as a supervisor and a main point of contact for a team of premiere technical advisors; • Assure complete customer satisfaction by respecting Sherweb’s high quality standards and values; • Monitor, meet and exceed main team KPIs; • Provide coaching and share your knowledge with team members to improve their skills; • Manage technical and supervisor callbacks, as well as files involving dissatisfied clients; • Ensure all cases are carried out successfully through coaching and support; • Provide guidance and advice to all team members and promote skill development; • Evaluate individual and team performance with direct managers; • Manage disciplinary cases with direct managers and Human Resources, if necessary; • Act as the reference in all company projects involving the team; • Assign regular and specific tasks to team members; • Oversee the continuous improvement of procedures, technical processes, and technologies; • Stay up to date with the business\'s best practices and suggest improvements to provide the best service possible; • Provide technical training when required and oversee change management within your team; • Carry out all other related tasks per the job’s evolution and departmental needs.

Faculty of Electronic Engineering, Menoufia University

Bachelor's degree, IT and Communication

Institute Teccart

DVS in Computing Support, Computer Technology/Computer Systems Technology, Excellent