Tower C. Resume –

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

Last Resume Update February 23, 2019
Location Saint Petersburg, Florida
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