Founder And CEO
CARESQUARE
Total years of experience :31 years, 5 Months
CARESQUARE is an integrated medical digital services platform that helps the patients throughout their journey to get all the services they need in one place. It provides AI symptoms checker, booking doctors’ appointments (Clinic appointment, Telemedicine, and patient’s home care), online medication ordering, lab & scans services, in addition to the historical medical events in patient’s journey while using the app.
• Responsible for a variety of systems that have high influence on internal workflow efficiencies and business processes’ optimizations across business entities of VFE.
• Leads teams that develop enterprise applications and automate business processes for Finance, Sales, HR, Technology and Customer Care departments, as well as provide technical operational support for it.
• Responsible for Indirect sales portal revamp used by more than 8K VFE dealers & 60K users cross Egypt to provide VFE products & services to end customers.
• Automating Credit Management call center process used by 450 agents by introducing High Usage & Collection systems that increased the efficiency of call center by 50%.
• Owns the development and the enhancements of VFE ERP (Oracle) and its integration with VFG ERP system (SAP).
• Implementing Revenue Assurance systems (WeDo Platform Integrity, Usage Control & Rating Validation) that is used by finance to early detection and prevention of EGP10M / year revenue leakage.
• Automation of all major HR process that is used by more than 8000 employees.
• Enhancement and upgrading of the Trouble Ticketing & Change management system (BMC-Remedy) which automats all IT & network operations processes that is used by 6000 users which has a remarkable increase on the efficiency of all VFE technical operation teams.
• Owns Sales commission system (Callidus) re-engineering that is responsible for calculating Enterprise, Retail and Dealers sales commission payments with value of EGP500M / year.
• Develops Business solution systems strategies and roadmaps in alignment with VFG / VFE technology strategy.
• Revising the roadmaps with business and the vendors to set plans for performance enhancements and capacity expansions and reflect the plans in IT Capex & Opex budget.
• Manages applications support team which provides 24x7 support service to resolve user’s problems.
• Leads teams that own systems directly supporting VFE revenue realization as well as most of the systems running back-office operations in Commercial, Customer Care, Sales, Technology, and Finance departments.
• The above responsibilities pertain to ownership of the following logical groupings:
- Contact Center Interaction services (IVR, CTI, Intelligent Workload Distribution, Workforce Management, CC Reporting, and Knowledge Management.)
- Retail Sales Management services (POS, Queuing system, Attendance System, Knowledge Management.)
- Sales Management services (Extranet, Consumer & Enterprise Commission system& GIS.)
- Business Process Automation and Trouble Ticking (Sites Tracking, Remedy &GIS) mainly impacting Network related departments with their internal efficiencies, as well as cost control measures.
- Risk & Credit Management, the main system for 12 teams managing credit and customer behaviour through the call center.
- Finance& HR systems (ERP & HR portals)
• Building a team of Project Managers and Business Analysts which is responsible for:
• Owns end-to-end Project Management and Delivery of a round 350 projects per year for the whole VFE business units.
• Owns the end-to-end Project Management process development and continuous improvement.
• Acting as IT delivery single point of contact (SPOC) towards all VFE business units for all their new projects requirements from IT department.
• Ensures that technical resources (human, financial, etc.) are properly allocated in the planning processes.
• Maintains a master plan of projects related to all business domains throughout the year.
• Provides periodical reports detailing progress against project plans, issues, risks, and its mitigations.
• Responds to and resolves issues beyond standard management requests.
Managing a team of Project Managers and Business Analysts which is responsible for:
• Overall management for the CRM projects, starting from requirements gathering, vendor evaluation, business case preparation, contracting, analysis, design, implementation, conducting users’ acceptance testing, deployment, and migration to production.
• End to End Vendor management starting from establishing a commercial agreement, managing the vendor performance and quality during the project lifecycle, and maintaining the ongoing relationship with the vendor.
• Manages CAPEX and OPEX for the running projects, to ensure that the projects are delivered with the required quality within the budgeted cost.
• End to End Management of Siebel CRM project implementation:
- Managing the different project stakeholders (more than 50 member): business owners, users, vendors, and different IT participants.
- Coordinating different systems impacts during the implementation.
- Managing different IT resources (vendor resources, other IT teams) during the implementation.
• End to End Management of Knowledge Management project for Customer Care Department (MS Projects Portal).
• End to End Management of Next Pest Activity project.
• End to End Management of two outsourced Call Centers Expansions.
• Responsible for Building the AS-IS Vodafone Egypt IT Systems Architecture baseline to act as reference for planning the ongoing future technological vision & Strategy.
• Works on aligning local and global IT Architecture roadmaps and standards.
• Acts as VFE CRM domain representative for “Global IT Architecture” Forum.
• Participating on creating the overall Global IT AS-IS baseline.
• Providing guidance and support to different IT teams while implementing the generated initiatives.
Responsible for the management of all phases of the ERP projects, starting from requirements gathering, vendor evaluation, business case preparation, contracting, analysis & design, development & implementation, conducting users acceptance test, migration to production, and manage the different project stakeholders.
• Responsible for all IT Budget operations and End-to-End Capex & Opex management for the whole VFE IT budget cycle.
• Generates the overall IT Baseline, Quarterly, Detailed, and Outline budgets.
• Supporting IT Project Managers on preparing the business and financial impacts on their Business Cases.
• Supporting the IT managers by communicating and advising guidelines that would ensure common understanding of the company directions.
• Developing the IT Department monthly status report (reported by the IT Director to the CEO), which indicate the overall IT monthly performance.
• Leading the Business Consultants team which manages the implementation of the different ERP projects applications starting from pre-sales activities to the final delivery to end customers.
• Preparing business plans to visualize the company objectives and developing the company business profile.
• Leading the system development team for implementing and customizing Oracle Financials Application which fully automate financial systems for aic.
• Managing technical developers to design and develop the local systems that fill the gap that is not covered by oracle applications.
• Coordinates and follow-up with the concerned departments to implement these systems, while providing continuous technical support for it.
• Responsible for Managing the Planning and Control team to perform the Planning and controlling activities for the company projects using Primavera project portfolio management software.
• Preparing the master and detailed baseline time & cost schedules uploaded with the needed resources & costs.
• Updating the time schedules with the actual used time, resources and cost then compare it with the planned baseline to estimate the performance and identify problems and proposed solutions.
• Producing the performance reports with recommendations for performance improvement and corrective actions.
• Preparing the material procurement plan.
• Establishing the Cash Flow and determining the financing gap.
Building spatial database and digital maps using GIS (Geographic Information System - Mapinfo)