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Abu Dhabi
Jibran Chesti

Jibran Chesti

Technical Operations Manager / CSM

Customer Service / Support

Abu Dhabi, أبوظبي

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About Jibran Chesti:

● Technical Operations Manager / CSM with 10 years of experience in Global 24/7
Omnichannel SaaS Application/Technical Support & Operations, On Prem Systems
and Mobile Application Ops support.
● Demonstrated history of improving & Managing SLA, TAT, CSAT, NPS, RCA'S,
Backlogs, using Omnichannel ticketing tools such as (ZENDESK, JIRA Confluence,
FRESH DESK, SALES FORCE, SERVICE NOW, MICROSOFT’S HELP DESK PLUS)
● Experience in managing B2B Clients Technical Operational Implementations.
● Committed in managing & governing contact center support resources & support
teams.
● Skilled in developing Tech Ops support’s SOPs, training, coaching programs and
Knowledge base articles for Ops Engineers, contact center agents and onsite
technicians.

Experience

● Technical Operations Manager / CSM with 10 years of experience in Global 24/7
Omnichannel SaaS Application/Technical Support & Operations, On Prem Systems
and Mobile Application Ops support.
● Demonstrated history of improving & Managing SLA, TAT, CSAT, NPS, RCA'S,
Backlogs, using Omnichannel ticketing tools such as (ZENDESK, JIRA Confluence,
FRESH DESK, SALES FORCE, SERVICE NOW, MICROSOFT’S HELP DESK PLUS)
● Experience in managing B2B Clients Technical Operational Implementations.
● Committed in managing & governing contact center support resources & support
teams.
● Skilled in developing Tech Ops support’s SOPs, training, coaching programs and
Knowledge base articles for Ops Engineers, contact center agents and onsite
technicians.

Education

B.E Computer Science and Engineering

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