Director of Commercial Operations and Projects
Korek Telecom
Total years of experience :22 years, 11 Months
1. Responsible for management of large, complex and strategic business IT Projects, involving complex business change and transformation, multiple executive level stakeholders, systems integration of multiple internal and external solution providers.
2. Manage roll-out of the new functionality/phases into production with the help of assigned project managers
3. Act as a Single Point of Contact (SPOC) between Business and IT Experts during the implementation project lifecycle.
4. Work with end users to define detailed functional and technical requirements for each technology domain as an input to the design and implementation phase’s projects
5. Lead the CRM Center of Excellence driving both build and support activities related to the CRM implementation,
6. Decide on the CRM platform structure and architecture ensuring it works seamlessly across the organization.
7. Work closely with all departments to ensure the CRM works effectively in all aspects of the company.
8. Participate and coordinate with other departments in the developments of commercial Department plans and budgets.
9. Conduct sourcing, evaluating, selecting & categorizing all new solutions, products, local & foreign suppliers.
10. Lead the testing and acceptance of all new Products related to commercial Department with the suppliers and internal stackholders
11. Strategically plan and manage commercial Department logistics and warehouses Operations.
Develops and manages the relationship between Commercial, IT and internal / external partners (business units, service providers)
Translates and details business requirements to IT requirements in collaboration with Subject Matter Experts and IT Operations.
Manages all Commercial department IT and technical projects; shapes the initial project request, and provides a high-level estimate of the project effort and cost.
Follows up and supervises the selection of appropriate solutions.
Ensures that the functional requirements are fully met by the solution.
Manages change requests and enhancements to solutions.
Manages user training for delivered systems and solutions.
Management of quality assurance and product testing, ensuring a high customer satisfaction
Manage the Customer care HelpDesk which act as the focal point For handling customers' complaints
Following is a list of the projects that were managed by me:
Telecom CRM (By Ericsson : First Installation World Wide )
Contact center Solution. ( By Genesys)
Workforce management system (By Genesys)
Electronic Document management system (by OpenText)
Prepaid electronic contract registration system (By Gemalto)
Participate the implementation of 3G
•Develop and establish quality assurance measures and testing standards for new applications, products, and/or enhancements to existing applications throughout their development/product lifecycles.
• Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble areas in IT systems and projects across the organization.
• Liaise with vendors and suppliers in assessing applications and/or systems under consideration for purchase.
• Analyze documentation and technical specifications of any new application under deployment or consideration to determine its intended functionality.
• Manage a group of Quality Assurance Specialists with regards to testing, evaluating, and validating new systems, services, offers and products.
• Construct and review test plans, scenarios, cases and scripts, ensuring that requirement coverage is adequate and business requirements, functional specifications and designs are linked to test artifacts.
• Analyze discrepancies in performance and make recommendations for systems, products or services updates.
• Work with project and business resources to ensure functional and technical specifications and designs fulfill the requirements and quality criteria.
• Ensure that root cause is identified and resolved for general problems or major system failure.
• Responsible for confirming the technical readiness of all systems, services, products and offers.
Main Achievement:
Establish the Quality Assurance and Testing unit in IT/MIS Department.
Participate in Writing the detailed requirements for the BSS Transformation Project using Etom Stander.
Participate in the vendor evaluation and selection for the BSS project.
Manage a team of 50 employees and 4 supervisors.
Main Responsibilities
• Manage a staff of customer service employees and ensure that customers are retained, satisfied, and that their needs are fulfilled.
• Manage the volume of incoming requests to the Help Desk via telephone, e-mail and fax, ensuring courteous, timely and effective resolution of end user issues.
• Ensure proper documentation, notification, escalation, tracking, and follow up of all help desk tickets.
• Evaluate the unit’s performance by analyzing statistical reports on monthly/yearly basis.
• Recommend changes to applications, products, or services to fulfill customer needs.
• Manage all technical projects, services and products that have direct impact on customer service department.
• Choose appropriate systems to maximize help desk effectiveness
• Prepare, Analyze and submit the monthly / yearly action plans, reports, and statistics to the concerned parts.
• Participate in Preparing Customer service department budget.
Main Achievements:
Participate in the implementation of Billing and charging system (by : ITS )
Manage the Project of Implementing CRM solution ( by ITS)
Participate in the Implementation of call center Solution (By Avaya)
Manage the Project of Implementing Document Electronic Archiving solution ( By Arcmate)
Manage the Project of implementing Workforce management Solution for Call center ( by Teleopti) .
Participate in the implementation of Electronic Document registration for new Lines ( in House Solution by Syriatel)
Participate the implementation of 3G
Main Responsibilities:
Manage a team of 25 employees and two supervisors.
Manage the volume of incoming requests to the Help Desk via telephone, e-mail and fax, ensuring courteous, timely and effective resolution of end user issues.
Ensure proper documentation, notification, escalation, tracking, and follow up of all help desk tickets.
Coordinate the implementation of new services and Solutions within customer service department.
Main Achievements:
Participate in the Implementation of Postpaid Billing System ( By Jupiter)
Design, Develop and deliver a complete CRM System that was used by Call Center and Shops for 8 years.
Syriatel is a telecom Company that provides GSM services
Responsibilities:
•Carry out researches to enhance work quality, to facilitate the daily work tasks in the unit and to reduce waste of time.
•Gives the employees the required training on the new software and services.
•Develop applications using MS access and VBA in order to facilitate and speed the work flow.
•Coordinate the implementation of new services and software in customer service department.
Report to Backoffice Manager