Open to opportunities

Hala Ghorab

@halaghorab

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Experienced IT professional with a decade in customer service and project management.

Italy

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What I'm looking for

I am looking for a role that values collaboration and offers opportunities for professional growth.

With over 10 years in the IT industry, I have developed a strong reputation for enhancing customer satisfaction through effective problem-solving and project management. My experience spans roles such as Resources Manager and Project Manager at New York Global Consultants Inc. and DELL Technologies, where I successfully managed complex projects and built strong relationships with stakeholders.

I excel in customer relationship management, having worked closely with a wide network of partners to improve business outcomes. My strengths lie in communication, leadership, and technical support, backed by certifications in ISM, RMCP, ITIL, and PMP. I am passionate about leveraging my skills to drive project success and enhance customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Advisor Resource Manager

Current

NewYorkGlobalConsultantsInc. (NYGCI)

Jan 2025 - Present (7 months)

Managed EMEA resources and partner onboarding, enhancing business with a significant number of partners and increasing candidate assignments and utilization. Made key decisions on candidate allocation, performed risk management for project delivery, and analyzed customer behavior to improve retention strategies.

Customer Relationship Management Onboarding Resource Management Risk Management Data Analysis Communication Skills Stakeholder Management ITIL PMP

Advisor Project Manager

DELL Technologies

Jan 2017 - Jan 2025 (8 years)

Managed complex EMEA projects, dealing with customers and partners to assign professional services employees to client engagements. Performed risk management to maintain project delivery and made key decisions on resource allocation impacting expense and margin potential. Coordinated a team of 50+ engineers, ensuring efficient workflow and adherence to quality standards.

Project Management Risk Management Resource Allocation Strategic Planning Team Leadership Customer Facing Stakeholder Management

Technical Support Representative

SonyVaio

Jan 2010 - Jan 2013 (3 years)

Provided technical support to offshore Spain and Latin America clients, devising solutions for system and software issues via phone, email, live chat, and web teleconference. Monitored and ensured the quality of service provided to end customers.

Technical Support Customer Facing Problem Solving Customer Service Communication Skills Troubleshooting CRM Microsoft Office

Technical Support Representative

HTC

Jan 2007 - Jan 2010 (3 years)

Served as a Technical Support Representative for offshore Spain and Latin America, resolving system and software issues through various communication channels. Monitored the quality of service delivered to end customers and acted as a Technical Expert (SME).

Technical Support Customer Facing Problem Solving Customer Service Communication Skills Troubleshooting Salesforce

Education

Degrees, certifications, and relevant coursework

AIN SHAMS UNIVERSITY

Bachelor, Spanish Language and Literature

2003 - 2007

Studied Spanish Language and Literature, gaining a comprehensive understanding of the subject. Developed strong linguistic and analytical skills through coursework.

CERVANTES

Spanish Language and Literature, Spanish Language and Literature

2003 - 2007

Completed studies in Spanish Language and Literature, focusing on linguistic proficiency and cultural understanding. Enhanced communication and critical thinking abilities.