Senior Operations Manager
Xceed
Total years of experience :17 years, 11 Months
Managing and Leading multiple accounts of travel within several locations. Total headcount 1500 in both Cairo and Casablanca.
Managing an Online Travel and Accommodation account for more than 8 languages with total 150 agents.
Managing Startup in Film Production and Creative Writing
Country Portfolio Lead for 3 portfolios in our catalog. The position within the marketing department and mainly responsible for setting our market strategy which includes pricing, knowing our competitors and consider necessary maneuvers for achieving targets.
Ensure the realization of revenue and profitability targets in country
Tailor brand and execute brand strategies to local market needs, and define local priorities for a brand.
Develop local market life-cycle strategies
Train Field Force on product positioning and prioritization
Forecast and track portfolio performance (sales and supply)
Develops channel-specific approaches for key customer segments (e.g., retail, hospitals, governments, etc.)
Engage in brand-specific campaigns (e.g., reminder campaigns or occasional content refreshes)
Provide market insights to relevant Senior Regional Leads
Highlight and support opportunities for local partnerships, in collaboration with Country Lead.
Established the SCRUM process( handling requests from customers in regards to Service Now customization).
Build the training kit for customers in regards to CIC solution - Service Now Application.
Contribute in Bid supports by providing quotation and the best solutions for customers.
Handling Monitoring and reporting solutions, training and customization (using Orion - Nagios and Orchestra).
Business Operation Specialist(Global Services Central Marketing & Business Operations)
• Acting as the Single Point of Contact for Project Management department for any reporting requests or definitions.
• Acting as the Single Point of Contact for Customer Support & operations department for any reporting requests or definitions.
• Produce and manage new projects/process to develop current reporting process.
• Produce reports on regions level to monitor performance, assist strategic decision making and quality control.
• Coordinates business functions(Not just Project management) that may involve participation of multiple business units.
Business Profitability Analysis (BPA-CAIRO)
• Responsible for both International P&L and French P&L: Monthly Management Project, used to collect information from stakeholders, apply necessary modifications, validate final data reported and investigate any inappropriate figures.
• Produced monthly reports required to calculate the Profit and Loss .
• Ensure issues are identified, tracked, reported and resolved in a timely manner.
Implementation & Tool Support Analyst
• Investigated any problems reported by Orange Ordering Agents related to new implementations or migrations.
• Reported bugs found to the IT team and followed on resolving them in order to improve system efficiency.
• Gained knowledge in Ordering and Provisioning Tools such as Fileade, OPAS, SESAM, AUD, GINI and Mediatus.
2nd Level Customer Technical Support
• Responsible for troubleshooting all kind of WAN protocols connections and liaised with the relevant departments and entities for higher technical level of diagnosis.
• Provided and maintained an excellent standard of customer support as I managed and monitored cases according to the Case Excellence criteria(Initial inspections - Identifying the problem - Best solution path).
• Acted as the Point of Contact between third parties and our experts in solving customers technical issues.
Case Management Team - Fault Management - Specialist
• Was responsible for tickets logged by customers. I used to monitor the flow of resolution, follow the SLA to avoid any penalties and apply the escalation process to flag any issues if required.
• Recorded, assessed and implemented change requests within the GCSC department & coordinated and supported maintenance activities.
• Handled tickets with high technical issues by liaising & referring them to correct/relevant entities.
• Prepared technical reports as required.
* 2000 - 2005 Graduated from Arab Academy for Science and Technology. College of Engineering - Communications and Electronics.
* 1997 - 1999 Our Own English High School - Fujairah, UAE - IGCSE section.