Mustafa Ibrahim, Senior Manager

Mustafa Ibrahim

Senior Manager

Peppers & Rogers Group

Location
Lebanon - Beirut
Education
Bachelor's degree, Computer and Communication Engineering
Experience
16 years, 11 months

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Work Experience

Total years of experience :16 years, 11 months

Senior Manager at Peppers & Rogers Group
  • Lebanon - Beirut
  • My current job since January 2013

Fast track promotion and acting as account director - Role is 60% focused on project management including complete execution, client management, and quality assurance; and 40% focused on business development including lead generation, proposal preparation, bidding management, and contract finalization

- Public Sector (Contact Center Strategy and Operating Model - KSA Ministry of Health)
Managed the senior level relationship and overlooked a team of 10 consultants that was responsible of conducting a holistic assessment for the contact center, define the strategy and operating model as well as deploy specialized trainings. One of the main responsibilities was to ensure all PMO activities and reporting procedures are followed by the different streams in the team
- Public Sector (Complaints and Correspondence Management - KSA Ministry of Labor)
Successfully led the business development efforts to acquire strategic projects related to internal/ external complaints and correspondences management. Additionally led the execution of the two projects
- Public Sector (Labor Disputes Operating Model Roll Out - KSA Ministry of Labor)
Led the roll-out of an operating model for labor disputes across the kingdom and was responsible for senior client relationship, project budget as well as team performance. The scope of work included launching 40 service centers and ensuring that all processes, tools and capabilities are in place. The project included setting up and running PMO function to overlook the initiatives in different cities
- Public Sector (Labor Disputes Strategy - KSA Ministry of Labor)
Developed the strategy and operating model for Labor Disputes in labor offices and courts across the Kingdom. The work aimed to ensure fast resolution for different types of cases, increase efficiency and remove redundancies
- Public Sector (Customer Experience Transformation - KSA Ministry of Labor)
Led a large team to define Customer Experience Transformation strategy aiming to deliver efficient and satisfactory service. The work included developing service delivery strategy, customer service operating model, org. restructuring, and BPR

Manager at Peppers & Rogers Group
  • Lebanon - Beirut
  • July 2012 to December 2013

- Telecommunications (BTL Roadmap and Execution - Saudi Telecom Company)
Defined and executed BTL Roadmap for fixed broadband and landline services targeting consumer segment. The work included defining the BTL process, building up the channels and running campaigns to generate 10% incremental revenue. The project included heavy coordination with PMO to ensure that the program gets executed at all levels
- Telecommunications (B2B Strategy and Roadmap - Nawras Oman)
Defined three years strategy to Establish and Run B2B Unit aiming to grow existing customers and increase market share. The work included developing a detailed roadmap and business cases to assess the feasibility of each initiatives as well as designing quick wins that cover new B2B bundles uplift sales channels
- Telecommunications (Enterprise Leads Generation and Sales Management - Saudi Telecom Company)
Designed analytical capabilities to Generate Leads for large and medium accounts. The work involved running propensity and industry peers analysis as well as managing end-to-end sales cycle for different enterprise segments

Senior Consultant at Peppers & Rogers Group
  • Lebanon - Beirut
  • January 2011 to June 2012

- Real Estate (One Stop Shop Design and Implementation - Khalifa Port and Industrial Zone)
Designed processes for Sales, Marketing and Customer Service for managing industrial land investment in Free Zone. Defined Service Delivery Model, Organization Structure and Manpower Requirements for the One Stop Shop
- Telecommunications (Loyalty Program management - Saudi Telecom Company)
Designed campaigns for STC Loyalty Program (Qitaf) to win back customers including development of business cases and financial impact
- Telecommunications (Sales Strategy for SMEE - Telkom South Africa)
Developed Sales Strategy for small and medium businesses to uplift revenues and secure existing customers. The work included developing as well as piloting the operating models for 3rd party, online and outbound call center channels

Consultant at Peppers & Rogers Group
  • Lebanon - Beirut
  • August 2009 to December 2010

- Public Sector (Service Delivery Strategy - UAE Government)
Conducted strategic analysis for the UAE government to identify high priority services needed in the Integrated Citizens Service Center, and participated in developing vision and citizen centric government strategy
- Telecommunications (Change Management - Saudi Telecom Company)
Designed Culture Change Program for Broadband Call Center with a comprehensive internal and external communication plan, and momentum program

Business Analyst at Element^N
  • Lebanon - Beirut
  • July 2007 to July 2008

-Conducted detailed analysis in customer premises across different units including marketing, networks, and BI
-Developed functional designs and prepared relevant documentations
-Ensured that deliverables and checkpoints have been completed according to plan and conducted end user trainings

Quality Assurance Engineer at Element^N
  • Lebanon - Beirut
  • July 2007 to December 2007

-Analyzing requirements and specifications in terms of usability, scalability, feasibility and robustness.
-Preparing and designing test plans, in addition to execution and defect reporting for element^n products and professional services projects, both of which are typically developed using a combination of Java Servlet technology and often sophisticated web interfaces.
-Developing functional and load testing scenarios, including developing and documenting test procedures, input data sets and validation rules for results.
-Using testing software developed in Java, with J2EE/Servlet and Web UI (HTML / JavaScript / AJAX). This includes executing tests, communicating with the development team regarding discovered issues and assisting the development team in issue resolution where appropriate.
-Assisting in developing an integrated QA process in the software development life cycle, including the automation phase using the commonly used tools such as JUnit, Cactus, HTTPUnit, HtmlUnit and Jmeter

Technical Engineer at Information and Communication Technology
  • Qatar - Doha
  • June 2006 to August 2006

•Installing network systems (software and hardware)
•Providing technical support
•Building full racks of HP servers, KVM switches, patch panels, and configuring windows server 2003.
•Installing and configured Active directory, DNS, and exchange server
•Providing security and management solutions such as Unicenter Service Desk and Concord

Education

Bachelor's degree, Computer and Communication Engineering
  • at American University of Beirut
  • June 2007

• Bachelor in Computer & Communication Engineering • Dean’s Honor List (Spring 2004 – Spring 2007)

Specialties & Skills

Testing
Preparation
MS Project
Programming skills: C++, C#, JAVA, Junit, HtmlUnit, Ant-Builder, Matlab, VHDL, SQL, HTML
MS Word, MS Excel, MS Project, Power Point, Visio
Analytical and critical thinking: Developed from various projects during work and university
Communication and social skills:Developed from working with teams, facing clients and club activitis

Languages

Arabic
Expert
English
Expert

Memberships

Outdoors committee at AUB 2004-05 /2005-06
  • Team Leader
  • May 2006
New student’s orientation program at AUB (2004-05 and 2005-06)
  • Team Leader
  • September 2006
Camping and Hiking Club
  • Vice President
  • September 2006
IEEE
  • Member
  • September 2005