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A multi-skilled professional with an overall experience of more than 10 years and superb track record of managing complex functional projects in IT/Telecommunication environment. Able to manage stakeholder expectations and willing to take full responsibility for the delivering of project objectives, building a career portfolio enhanced by several experiences such as: Team management, Leadership, Technical support, Customer experience, Project management skills.

Work History


Business Solutions Team Leader

Vodafone EG
  • Develop KPI's & performance reporting schemes to new Internet call center to acquire 12 Million data user by December 2012.
  • Develop Monthly/ Quarter/Yearly Operation plans with direct responsibility of execution & results.
  • Call assessment observation within the team, vulnerable reports & NPS reports plus monthly QA reports analysis.
  • Launching Internet products campaigns such as: SMS shots, e-mail promotions To maintain the average number of Customer requests.(30,000 requests)
  • Managing the relationship with vendors, negotiating required internet products.(USB Modems, Routers, Mobile apps).
  • Managing The Training team providing and technical training for retail representatives to raise the Technical products awareness, customer acquisition resulting in increasing revenue by 4%.
  • Developed new strategic Internet plans, products and services that managed to
  • Increase Customer data usage accumulatively 10% increase (year over year change).
  • Acting as the Focal point between other stakeholders such as technical product management team, business development team and marketing team to ensure SLA.

Senior Technical Support Representative

Vodafone EG
  • Own all customer inquiries regarding business solutions till closure and post resolution calls to ensure customer satisfaction and close case though phone, retail & personal visits.
  • Initiating and implementing projects to develop customers experience level in Business solution Products and to enhance the knowledge for the customer care teams.
  • Online support (LogMeIn).
  • Internet technical product owner (iPhone & Mobile).
  • Cellular data network coverage project owner.
  • Preparing online technical material & self-help tools.
  • Testing new data products – report Pros, Cons & recommendations.
  • Conducting technical trainings to other teams (Mac OS X & iPhone specialist).
  • Expert project (provide technical trainings for customers through personal meetings).
  • Vodafone Engezly, Vodafone app store, OVI store payment method UAT.

Campaigns Management Representative

Vodafone EG

Outsourcing Team Leader

Vodafone EG

Customer Service Representative

Vodafone EG


2016 - Self-Study

IT Administrator s Guide to Mac OS X El Capitan



Apple Certified Support Professional (ACSP) 10.9 10.10.


Amit Learning Center

How to program – C language– 2013 (Amit Learning center – 32hr).


Amit Learning Center

iOS development diploma (OOP, Objective-C & XCode 5)– 2013 (Amit learning center – 92hr).


Modern Academy Maadi

Bachelor of Commerce - Accounting section


Customer Care

Passionate for delivering world class customer experience

OS X & iOS

Technical support through all touch points


Develop & Conduct technical trainings

Business Analysis

Preparing reports & presentations (MS Office)

Team Work

Working within a team with effective communication skills