Islam Yehia

Led operations for SMB Trials' proactive and reactive Lines of Business, ensuring seamless execution and alignment with strategic objectives. Analyzed user feedback and trial data to identify trends, enabling the refinement of product offerings that improved user experience and conversion rates.

Oversaw the performance of Team Leaders, ensuring alignment with organizational goals, supporting KPIs, operational efficiency, and customer satisfaction. Drove the strategy for product-led growth across all technical support and advisory services, ensuring seamless integration with Microsoft technologies.

Oversaw the performance of Operations Managers, ensuring alignment with organizational goals, supporting KPIs, operational efficiency, and customer satisfaction. Drove the strategy for product-led growth across all technical support and advisory services, ensuring seamless integration with Microsoft technologies.

Spearheaded initiatives to drive continuous improvement in Transaction Quality and Delivery, resulting in enhanced overall performance metrics. Established and maximized relationships with client partners, ensuring a collaborative approach to meet and exceed client expectations.

Oversaw a team of quality evaluators managing Microsoft consumer and commercial accounts, providing daily supervision and ensuring adherence to quality frameworks. Drove continuous improvement initiatives for Transaction Quality and Delivery, focusing on enhancing client satisfaction.

Responsible for the day-to-day supervision of a group of Sales and technical support associates for Microsoft Azure Presales, ensuring performance metrics are achieved. Effectively coached direct reports on their performance on a regular basis to ensure performance metrics are achieved.

Responsible for guiding all representatives in the execution of assigned tasks and ensuring that their services are of maximum satisfaction to customers. Handled escalation calls, chats, and emails, issuing concessions when needed and acting according to policies.

Responded to customer inquiries through multiple channels (email, chat, phone), resolving product or service problems by clarifying the customer’s complaint. Provided accurate, valid, and complete information using the right tools and resources.

Studied business administration and management principles. Focused on developing skills in strategic planning, financial management, and organizational leadership.