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Summary

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

20112013

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.
20072010

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.
20052007

Campaigns Management Representative

Vodafone EG
20042005

Outsourcing Team Leader

Vodafone EG
20032004

Customer Service Representative

Vodafone EG

Education

2016

Lynda.com - Self-Study

IT Administrator s Guide to Mac OS X El Capitan

2015

Self-study

Apple Certified Support Professional (ACSP) 10.9 10.10.

2014

Amit Learning Center

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

2014

Amit Learning Center

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

2002

Modern Academy Maadi

Bachelor of Commerce - Accounting section

Skills

Customer Care

Passionate for delivering world class customer experience

OS X & iOS

Technical support through all touch points

Training

Develop & Conduct technical trainings

Business Analysis

Preparing reports & presentations (MS Office)

Team Work

Working within a team with effective communication skills