result oriented. Proven the ability to mitigate projects’ constrains to achieve agreed on objectives with defined time and
cost. Key skills include:

- Project Planning and Management - Team Building and Leadership
- Business Development - Client Relationship
- Business Reporting - Customer Experience
- Business Analysis - Microsoft Office
- Oracle SQL

Work Experience

Orange Egypt, Cairo, Egypt
(First mobile operator in Egypt, around 34M subscriber and around 5K employee)

Sr. Project Manager Aug 2012 – Oct 2017
- Established professional relationship with all stakeholders and maintained trust of sponsors and business owners.
- Enhanced scope identification and requirement gathering process including professional documentation.
- Participated in all assigned projects’ design and planning phases.
- Created business cases and scope high-level presentation for better decision making by upper management.
- Created user acceptance guide including all testing scenarios for all projects.
- Used SQL queries on the backend database while performing projects’ test cases.
- Assured relevant customers’ touchpoints are updated with the new changes including Agents’ Process Guide,
Scripts, Informative IVRs, Company’s Portal and Self Services.
- Provided a baby-sitting after launch support including reporting impact (ROI).
- Acted as department’s focal point for updating upper management with all in-pipeline projects’ statuses.
- Acted as department’s focal point for handling planned and unplanned crisis.
- Provided business with expertise to identify areas for enhancement/development.
- Key projects successes:
o Automated tools taking bulk actions
o Automated customers’ personal data gathering through IVR
o Order management including capture, fulfillment and support
o Enhancement for automated billing and dunning process including eligibility and blacklisting criteria
o Automated billing deduction maintaining peroration
o Migrating and upgrading CRM, Billing and Dunning systems and updating integration platforms
o Mobile and DSL convergent strategic projects
o Upgrading DSL connectivity technology from copper to fiber cables

Customer Service Lead Jan 2009 – Jul 2012
- Managed a team of 15 persons with full responsibility of their performance.
- Engaged with upper management in setting teams’ KPIs.
- Responsible for monitoring calls queue and level of provided quality of service.
- Responsible for training all new agents joining the department.
- Acted as department’s focal point with Marketing, Technology and external supplier while introducing new
products and services.
- Responsible for raising voice of customers and employees to upper management.
- Key achievements:
o Created Excel Macros for Daily, Weekly, and Monthly reports.
o Managed to decrease the required Average Handling Time for certain calls’ scenarios with about 80% for
the entire call center base.
o Introduced a new CRM tool decreased the required Average Handling Time by 40%.

Customer Service Associate Feb 2004 – Dec 2008
- Responsible for handling customers’ inquiries and complaints.
- Maintained provided quality of service meeting company’s standards.
- Participated in achieving company’s goal towards increasing customer’s satisfaction.
- Responsible for up-selling and cross-selling company’s products and services.
- Key achievements:
o Recognized by upper management for loyalty, positive attitude, honesty in performed duties and high
tolerance.

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Education and Training

Bachelor of Tourism Guiding – 2003
Faculty of Tourism and Hotel Management – Helwan University, Cairo, Egypt

Project Management Diploma – 2016
Riti (Regional IT Institute), Cairo, Egypt

Scrum Certification Prep – 2018
Udemy – Online Courses

The Complete Oracle SQL Certification – 2018
Udemy – Online Courses