Career summary:
My experience in technology and business over 6 years in Project Management, Revenue Assurance, Process Improvement and Customer Experience affected my work style to enrich my capabilities for managing technology services to ensure delivering quality of service, revenue assurance investigation and maintain positive customer perception, I successfully managed End to End mega projects, as well as cross functional enhancement streams among all departments in Vodafone.
Current Work Experience :
Vodafone Egypt- Customer Experience(Technology department) ,
Revenue Assurance and Process Improvement SR.SRSR Engineer, August 2010 – Current
– Responsible for monitoring all revenue related issues detected within Technology and/or reported by Finance to eliminate repetition, resolve chronic issues, speed-up resolution of high-impact problems, early detect revenue leakage and save company revenues. Act as the Revenue Assurance Business Support and Improvement SPOC within Technology ensuring that all services within the Revenue Assurance domain in Technology are efficiently managed according to the highest possible quality level.
– Covering Int’l, roaming, data, VAS and ADSL products domains; involving review of the current processes, monitoring of revenue effecting performance issue’s, identification of problems & root causes and developing solutions, preventive and monitoring systems.
– Creating and developing periodic ad-hoc reports for measuring KPI’s and early detection of any fraud cases or revenue effecting behaviours or problems.
– Using PI system to provide mismatches between different systems that might results in revenue leakage. Billing, HLR, PCRF, Mediation, prepaid charging system ,….
– Lead data Integrity forum for to investigate in any case or problem that may cause bad customers experience or revenue loss by applying reconciliation, mismatches and investigation streams covering all nodes containing customers profile (HLR, charging- billing systems, VAS, PCRF, Quota management, Radius), to insure accurate charging and throttling is applied and best customer experience. And to cover all detected fraud cases or wrong charging problems through developed reports and problems detected from customer care side.
– Handling all data issue’s that might affect customer experience regarding core nodes (SGSN, GGSN, MSP Bytemobile,..) or services used (USSD, SMS, Quota management portal,…) by customers.
– Process design, improve and control, using VISIO for creating detailed process map, and controlling and maintaining the process, by applying Six Sigma mythologies.
– Monitoring on data and RA traffic volume and charging path, utilization and KPI’s along network nodes, for early detection and pin point root cause of problems and revenue leakage nodes and cases.
Recognitions:
-I have been awarded for outstanding performance and achievements in Revenue assurance “Super Trooper” and employ of the quarter for Customer experience Technology department.
-I have been also awarded with “Saievly Award” for contribution and support in creating an automated tool and an End to End process for handling Roaming Fraud cases that resulted in decreasing roaming fraud cases from 6M EGP per quarter to less than 100K EGP per quarter.
-Star Award: For outstanding performance and achievements in revenue assurance domain. Also for managing ADSL mismatch project and stream. That resulted in more than 15 million of revenue losses savings and enhancement in customer experience.
AREAS OF EXPERTISE:
– Project Management
– Process Improvement
– Revenue Assurance
– Six sigma
-End to End Quality and service assurance
– Customer Experience
Technical Courses and Certificates:
Project: Enhancement of GPRS revenue
Technical Skills:
UNIX Solaris Essentials and Shell scripting, Siebel, TIBCO, Charging & Billing Systems, Remedy, Data network, IN-Network, VAS, Roaming and CAMEL, Mobile services, GSM & GPRS, Six Sigma.
Skills:
Arabic (Mother tongue),
Very Good command of German.
Previous Work Experience :
Vodafone Egypt – Quality and Service Assurance (Technology department), Roaming coordinator and front line Engineer, March 2009 – August 2010
– Responsible to manage technology interface with customer care in all individual incidents, giving special focus to Platinum-Premium, data and corporate incidents, also responsible to manage the interface with Vodafone group and roaming partners for international and roaming fault management.
– Handling Test’s using SIM cards & contacting operators, Technical faults and fixing them and to insure solving them within agreed SLA.
– Handling all Technical faults and modifying them, following on cases with other teams insure solution of cases in agreed SLA, technical support for Customer Care as technology SPOC.
– Providing full technical support for MPM team during UAT’s for new products and Promos.
Education and Qualifications:
-University: Telecom & Electronics Engineering El Sherouk Academy,
Communication and Electronics Department. (2008)
-Graduation Project: Broadband and Multiband MSA for wireless
communication, design, simulation and fabrication
