Internet Call Center and Continuous Improvement Manager
Vodafone Egypt
Total years of experience :26 years, 6 Months
- Managing the Operations of Vodafone Internet Call Center - Frontline through a team of 190 agents and 11 supervisors
- Looking into Continous Improvement through a dedicaed team using Lean Six Sigma methodologies focusing on operational efficiency and customer experience
As a trained Six Sigma Black Belt and Telecom IT Expert, my role involves:
• Business Process Improvement & full automation of the Network Coverage Complaints leading to enhanced complaint handling time, higher resolution and feedback rates, reduced cost, and better customer experience
• Problem management for all other Technology Complaints through monitoring achieved service levels per team and case, identifying improvement opportunities, and leading improvement projects
• End-to-end service assurance covering revenue and data products domains; involving review of the current processes, monitoring performance, identification of problems & root causes and developing solutions
Acting as Online Program Manager responsible for www.vodafone.com.eg working on projects like:
- Content Management: maintaining, upgrading and enhancing the tools used for publishing and editing website content in addition to revamping the layout more than once
- Online Bill & Call Usage: which involved integration with billing and data warehouse in the back-end
- E-payment & Recharge: using credit cards and scratch cards with the highest levels of security and different options
- Self Services: including all the new services and promos e.g. mobile number change, balance transfer, services activation e.g. Roaming), Missed Call Keeper …etc. This domain involved complex integration capabilities through middleware (TIBO) with all kinds of back-end systems both internally and externally
This team offered IT Solutions and Services for Vodafone Group and Operating Companies round the globe; as a Business Analyst and Project Manager my role involved the following:
• Presales and bidding activities in response to requests from customers for IT Solutions and Services
• Business Analysis, and end-to-end Project Management of multiple projects for Vodafone Group, Vodafone UK, Vodafone Germany and Vodafone Czech
• Establishing a Centre of Excellence for Document Management Systems serving all Vodafone Operating Companies world wide
• Leading a team of developers through the project lifetime until successful delivery
• Delivering applications over Vodafone Intranet for Vodafone Group and Operating Companies
Project Management of multiple projects including the roles of planning, tracking, managing the customer relationship, problem solving and on time delivery.
Systems analysis, design, development, testing, implementation, training, technical documentation and maintenance.
Thanaweya Amma, May 1992 Ahd Gedid Language School. Score : 94%