Business Operation Executive
fawry
Total years of experience :11 years, 9 Months
• Providing High customers with a great experience through a proactive, customized, personalized relationship. To manage their assigned/ dedicated accounts, addressing their issues proactively, maintaining/ increasing revenue, and minimizing churn.
• Providing guidance in areas of professional matters as requested or needed.
• Create a smooth communication channel with different departments to deliver a qualified project on time.
• Create reports and open investigations in any suspicious Configurations / System Misbehavior
• Working on Process planning and improvement.
• Ensuring Change management process / compatibility of Technical flow and Product business.
• Applying Configurations in all Fawry Components.
• Ensuring Operations/Marketing/Call Center/Technical staff Alignment for any Product/Service delivery.
• Providing UAT for Fawry services / Components and creating Test cases document.
• Manage Hot Cases/ Escalations working as necessary with customers, colleagues and Escalation Management
• Efficient case handling within/between the Support Teams, ensuring all objectives are met.
• Testing new application and confirm their functionalities.
Current position (November 2012 - present ) :
Nexus Academy (Management in one )
• Operations Coordinator:
o Develop the Service life cycle training (Processes) of the company via flowchart using Microsoft Visio tool and create forms to apply these processes, then automate and Deploy these processes in a platform like Interneer to help employees to go through these processes according to their work.
o Plan the company’s system according to the internal functions of the company.
o Create Operations Plan.
o Created Assignment plan.
o Establishing performance measurements using Cascaded KPIs (key performance indicators)
o Auditing the Service life cycle execution
• Project Coordinator :
o Scheduling company’s projects in 1 plan to ensure resources are leveled & not overloaded using MS Project taking into considerations duration of the tasks, availability of the resources, assigning the resources to their tasks and resource leveling.
o Responsible for Getting Certified project : listing needed activities, communicating between PMI & other institute to be accredited from PMI at the same time know how will this institute be accredited .
It was a training in United Systems company which is HP Gold partner, DELL & Microsoft partner .
I used to assist in managing & communicating between the companies & assist in finishing any tenders or deals
• University : Faculty of Computers & Information (Cairo University) o Department : Operation Research & Decision Support • Graduation Project: o Cost Modeling for E-learning cloud computing application : Aims to model the cost of an application on cloud computing provider , by detecting its cost parameters, calculating the total cost, and determining the break-even point o Technical Sponsor ship : Itworx o Project Grade : A+ o Programming language : C#
Department : Scientific Math (Major)