Ghaleb Nasr

Client Success Lead (Dir. MEA-TR) @ Avaya

About

Extensive experience in Services & Support leadership roles. My focus is on enhancing customer experience while driving services initiatives & value. A critical thinker with a proven track record in crises management. My leadership across the MENA-TR region has been instrumental in driving digital transformation while achieving seamless customer journey with impactful results. A successful support team is a “Silent Sales team” that paves the way for upselling opportunities. Achievement Summary • Dynamic and adaptable with effective leadership to constantly changing conditions, successfully navigating teams through multiple challenges and market shifts • Successfully driven direct customer engagement that increased customer retention by 30% over the last three years • Consistently maintain operational costs under control by achieving cost relief by more than 50%. • Reduce conflict resolution and customer complaints by 30% • Successfully negotiate, optimize SLAs and disputed settlements, achieving a 95% compliance rate and improving service delivery Leadership • Maintain cost control, cross charge services, cost relief by promoting added value services. • Ensure Customer Support & Satisfaction rating remains high, time-to-resolution driven which results in up sell opportunities. • Customer journey focused. • Gain customer confidence by establishing strong direct relationships. • Empathy driven to protect customer base. • Lead conflict resolution between stakeholders. • Team inclusion, positive reinforcements through rewards & incentive programs. • Promote and apply team creativity and critical thinking. • Transition from perpetual to subscription-cloud services.

Country

City

United Arab Emirates

Industry

Telecommunications

Skill

Management, Training, Wireless, Managed Services, Project Management, Telecommunications, Integration, Network Design, Team Management, Escalations Management, VoIP, Vendor Management, IP, Service Delivery, Unified Communications, Start-ups, Team Leadership, ITIL, Solution Selling, MPLS

Experience

Client Success Lead (Dir. MEA-TR)

Avaya

2021-10 - Present · 5 yrs

Dubai, United Arab Emirates

• Focus on customer journeys. • Manage budget, schedules, deliverables, and performance, keeping expenses under budget by 5%. • Lead a team of 29 Support Engineers and Service Delivery Managers across MEA & TR. • Oversee briefings on operational decisions, projects, schedules, and contractual clarifications. • Identify revenue opportunities through software/support services and consultations. • Support clients in banking, government, hospitality & service providers sectors.

Territory Services Manager (MEA-TR)

Avaya

2011-9 - 2021-10 · 10 yrs 2 mos

Dubai, United Arab Emirates

• Advocate for customers, managing resources and partners effectively. • Single Point of Contact for all escalations, sales, support, and project queries. • Achieved 30-50% upsell on upgrade projects with “Value Add” services. • Managed daily support escalations, reducing time-to-resolution by 45%. • Promoted team training for Cloud Services and AI integration with Avaya products.

Critical Escalation Manager (MEA-TR)

Avaya

2010-7 - 2011-9 · 1 yr 3 mos

Dubai, United Arab Emirates

Project Management Consultant

Archimedia

2009-1 - 2009-7 · 7 mos

Dubai, United Arab Emirates

• Managed daily operations of USD 9 million Jumeirah Golf Estate project • Oversaw the implementation of complex Home Automation Systems in addition to generating a weekly progress report

Project Manager/Service Delivery Manager

Nextlink Wireless (subsidiary of XO Holdings)

2006-6 - 2008-7 · 2 yrs 2 mos

Reston, Virginia, USA

• Engaged Sales & Marketing for wireless products and disaster recovery strategies. • Facilitated sales and technical support for wireless installations. • Collaborated with Vendors, Customers, and Network Operating Center to resolve escalations. • Generated network performance reports and root cause analysis for Executive Management.

Provisioning Project Manager

Cogent Communications

2004-10 - 2006-6 · 1 yr 9 mos

Washington DC - USA

• Perform effectively well in crisis situations & high demanding environment. • Managed Field Engineers daily activities while processing all Retail and Wholesale order requests. • Prepared CEO's weekly projection reports, milestones, committed revenue & deliverables. • Periodically revised methods and procedures (MOP) of workflow guidelines.

Project Manager II - Circuit Design II

Cable & Wireless (C&W), formally SAVVIS

2000-3 - 2004-10 · 4 yrs 8 mos

Tysons Corner, Virginia, USA

• Managed all project tasks from start to completion, serving as the single point of contact and first-level escalation. • Supported Sales team with capacity verification & feasibility, leading to savings by 20% of the time. • Coordinated customer migration & asset consolidation to Savvis platform after Corp. acquisition.

Project Manager, Network Provisioning Specialist

Apex Global Internet Services

1999-9 - 2000-2 · 6 mos

Bethesda, Maryland, USA

• Responsible for circuit provisioning • Oversaw circuit engineering and MUX provisioning of point-to-network services in support of the AGIS dedicated and dial-up services

Biomedical Engineer/Team Lead (Shock Trauma)

Washington Hospital Center

1991-3 - 1999-9 · 8 yrs 7 mos

Washington, D.C., USA

• Performed proactive maintenance for patient critical care equipment reducing significant downtime by 99%. • Installed & maintained critical monitoring systems for 27x OR, 4x Recovery, 2x ER and 12x ICU units. • Provided on-call support for two hospitals (900-bed and 200-bed hospitals).