Project Manager
EgyptLinx
مجموع سنوات الخبرة :18 years, 8 أشهر
• Project Manager focused on mobile companies VAS service.
• Prepare project plans, schedule and material to achieve • Project Manager focused on mobile companies VAS service.
• Prepare project plans, schedule and material to achieve project quality, reliability, cost and timing objectives.
• Utilize approved project management methods and processes to execute medium risk project of existing technology and methods to meet client needs and expectations.
• Develop assignments, timetables and responsibilities for team members for the duration of the project.
• Defined and forecasted needed skills to meet project objectives.
• Researched, analyzed, and developed project plans.
• Managing VAS projects for Mobile Telecommunications Providers:
- Scope Definition and Analysis.
- Coordinate and unify the project objectives and expected deliverables among stakeholders.
- Define the required resources, main assignments, and deliverables.
- Supervise project implementation.
- Design, and coordinate marketing activities.
- Monitor and control costs and revenues.
• Supervising the creation of the technical documents and user manuals for the web-based applications.
• Coordinating between the commercial and technical departments inside the company through medium & large projects.
• Managing the whole first alerting services project in Egypt through mobile SMS, MMS & IVR with Vodafone. Conducting the technical integration between the content providers and the technical department, interfacing personally with Vodafone business & technical team.
• Managing our In house production team.
project quality, reliability, cost and timing objectives.
• Utilize approved project management methods and processes to execute medium risk project of existing technology and methods to meet client needs and expectations.
• Develop assignments, timetables and responsibilities for team members for the duration of the project.
• Defined and forecasted needed skills to meet project objectives.
• Researched, analyzed, and developed project plans.
• Managing VAS projects for Mobile Telecommunications Providers:
- Scope Definition and Analysis.
- Coordinate and unify the project objectives and expected deliverables among stakeholders.
- Define the required resources, main assignments, and deliverables.
- Supervise project implementation.
- Design, and coordinate marketing activities.
- Monitor and control costs and revenues.
• Supervising the creation of the technical documents and user manuals for the web-based applications.
• Coordinating between the commercial and technical departments inside the company through medium & large projects.
• Managing the whole first alerting services project in Egypt through mobile SMS, MMS & IVR with Vodafone. Conducting the technical integration between the content providers and the technical department, interfacing personally with Vodafone business & technical team.
• Responsible for developing a reporting system. Strong development background. Excellent knowledge and experience of MIS Reporting, MS SQL Server 2000 and Reporting Services. Advantageous - MS Analysis Services and experience of Reporting using Excel. Experience gained within the Financial Services industry.
• Responsible of Preparation of Customer Operations periodical and on-demand reports, analysis and highlight & communicate any issue that may affect data accuracy.
• Deliver monthly and quarterly KPI's on various COPS areas to be fully analyzed and discussed with each area owner.
• Preparation of annual, quarterly, and on demand headcount planning & forecasting.
• Develop and maintain financial models to meet different requirements within the company and the department.
• Track and analyse customers' behavior in various Customers Operations functions (i.e. payment & billing, frequency of calling, top complaints, calls reasons, etc.)
• Handle all communications and coordination between Customer Care and Technology department to ensure that System / Network outages / users & customer’s problems are communicated & solved on timely manner according to SLA’s to assure minimum interruption to normal work flow.
• Communicate, monitor, follow-up, and report any system’s / GSM Network outages and ensure that any outage requested by Technology Departments (IT / VAS / NOP) is managed according to service level agreement.
• Manage system and network crisis and route the problem to the concerned party in timely manner; provide the Customer Care with the estimated time and progress.
• Develop and review daily, weekly and monthly systems / GSM Network performance reports that reflects systems performance.
• Act as 1st. line of support & filtering point to any reported system / network problem.
• Track & follow-up users / customers problems through remedy system and ensure its resolution according to service level agreement.
• Provide basic trouble shooting & education to Customer Care users
• Follow-up facilities (moves) projects to ensure that the project is implemented successfully in terms of PC availability, work-ability.
• Insured implementation of call center policies, operations and performance standards were understood and followed by agents.
• Performed statistical analysis for each individual agent providing coaching to insure adherence to statement of work.
• Manage, process, and review timesheets, payroll, and daily attendance of Call Center employees.
• Responsible for Annual Employee Reviews and Evaluations for Call Center Reps.
• Monitor all system output to ensure the integrity and quality of each report.
• Maintained all processes and quality of work within the department. Practiced and enforced all security and safety procedures.
• Monitored calls and provided feedback during coaching sessions.
• Implemented effective customer service strategies.
• Formulated and implemented successful sales strategies.
• Set sales goals for the team and provided coaching to ensure achievement.
• Dispatch emergency personnel to major incidents affecting citizens (i.e. Building Collapse)
• Established measurement tools to measure and monitor calls for quality assurance.
• Evaluated customer survey data and prepared process improvement recommendations.
• Monitored and evaluated CSR performance to assure quality service, professionalism and courtesy, and identify actions that can improve call quality and customer satisfaction.
• Utilized Workforce Management tools to ensure schedule adherence of staff for daily phone coverage.
• Reviewed individual production, work quality, performance management and initiating corrective action as needed.
• Reviewed calls for trends, ensuring teammate provided exceptional service and followed policies, procedures, and regulatory compliance. Provided verbal and written feedback.
• Created action plans based on uncovered strengths and opportunities discovered through observation and data.
• Met or exceeded KPIs such as sales, client surveys, internal quality monitoring, and adherence through weekly development.
• Developed and delivered Exceptional Service call training program.
• Assisted with development and implementation of Employee Recognition Program.
• Assisted in creation of the Balance Transfer refresher deck, increasing balance transfers throughout LOB.
• Ensured staffing is appropriate relative to the unit's volume of work.
• Held regularly scheduled staff meetings to provide a forum for open communication and problem resolution and to ensure daily goals were met.
• Took part in the interviewing, hiring, training and evaluation process.
• Resolved complaints as it relates to the Call Center.
• Participated in various projects as assigned as well as performed all other duties as directed by manager.
• Ensured customer satisfaction by monitoring staff to ensure compliance with company policies and procedures.
• Provided and documented performance feedback through daily, weekly and monthly one-on-on sessions, performance reviews and goal setting.
• Responsible for recruiting, coaching, mentoring, motivating, terminating and developing a team of customer service representatives while ensuring optimal productivity.
• Responsibility for call center data tracking and maintenance of the reporting tools.
• Monitored the call quality through CMS data and live call audits.
• Took escalated calls, in order to ensure issue resolution and customer satisfaction.
• Analyze statistical call center metrics and reports, identified areas to improve, implemented measures that improved service levels and achieved team objectives.
• Execute the quality assurance program though monitoring and audits. Set clear performance expectations with team and communicate successfully how performance goals are linked to company goals.
• Create and develop plans to ensure team achieves business objectives. Provide constructive feedback and obtain improvement commitments from staff.
• Lead and/or attend meetings and cross functional teams for diverse policy and process improvements.
“Team Leader & trainer” for the “outsource department” where I manage the existing agents inquires (around 390 agents), handling any hard call that they may get, teach them how to use the different applications where I was nominated to such a place because of my knowledge and skills and became a member of the “CS partners Task Force”.
Give training sessions to the newly admitted classes for all outsource agents and provide them with the necessary materials.
Give enhancement training to existing agents.
Organized & give HM training to all Vodafone agents.
Organized CRM quiz.
• Work with the Senior Manager, Customer Retention & Loyalty Program Management to propose and prepare the Consumer Retention strategy.
• Contribute to the review of the Retention strategy and Roadmap on a monthly, quarterly, half yearly and annual basis.
• Work on the Annual Budget preparation exercise with respect to Retention, make recommendation for and help to track the annual budget for Retention activities.
• Management of Consumer Marketing Retention Activities. Deliver the Retained revenue as outlined in the Annual Budget from the various retention related activities.
• Oversee the rollout of various Retention activities which are designed to reduce churn, increase Life Time Value, and improve the Life Cycle Management process for our customers.
• Coordinate with different Divisions / Departments like Customer Care, Sales, Finance, Segments team, Product Teams, Communication, Technology and any other relevant internal or external teams for roadmap execution.
• Ensure the correct and timely training of relevant staff on Retention programs / activities.
• Document and review the Customer Retention Processes as needed.
• Deliver & coordinate corresponding campaign requirements to be delivered to the CMS team for campaign execution.
• Defines strategic segments to be targeted for specific offerings.
• Attend Marketing meetings as required with different Divisions / Departments.
• Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
• CEO, CCO, Written complaints and related correspondences.
• CEO, CCO, directors and managers’ inquiries.
• Responsible for all corporate accounts cash refund transactions.
• Liaise with other department and act as point of contact between them and corporate care.
• Pro-action towards both satisfied and unsatisfied customers.
• Building customer rapport and satisfaction.
• Early identification of disappointed customers.
• Motivate the authorized persons and maintain their satisfaction to achieve the department objectives.
• Develop the assigned accounts and improve the customer experience in the corporate customer care.
• Act as the primary point of contact with our corporate sales team & top corporate accounts.
• Identify and solve accounts problems
• Handling the day-to-day interactions and solving any problem related to any company’s account.
• Implementing high quality standards of Customer Service for the corporate segments in order to exceed their expectations and to assure their satisfaction.
• To maintain high coordination & communication skills that enables him /her to communicate between various sections within the department to facilitate the flow of work, and to ensure maximum service to the corporate customer.
• Prioritizing and achieving multiple tasks, establishing and meeting deadlines.
• Ensuring that the policies and procedures of the department are abided to.
• Pro-actively reinforce Vodafone business customer care proposition during all contacts.
• Providing guidance in areas of professional matters as requested or needed.
• Ability of achieving multiple tasks and to meet their deadlines.
Selected with the other top agents to launch Vodafone corporate customer service department and we was responsible for everything starting the activation of corporate lines, collection responsibilities, retention, problem solving.
• Solving customers’ problems and escalating them to the concerned department.
• Up selling for all Vodafone products.
• Providing and educating customers with Vodafone polices and services.
• Help in building strong relationships between customers and the company.
• Able to process calls and handle hard calls in a professional way.
• Contributing in keeping a service level objective of the department within the departmental goals.
• Suggest process improvement for the enhancement of Customer Operations Department.
• Acting as a Customer Service Mentor to provide newly hired employees with the fundamental skills and essential training to elevate business quality standards.
• Working with activation in handling contracts backlog during Promotions.
Receptionist
Receptionist
B.Sc. Tourism & Hotels, High Institute for Tourism & Hotels. Major: Hotel Management. Grade: Good. Graduation Project: Sahara Spa.