Mohamed Omar

Experience

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  Al-Ahram Establishment

  Jul 2002 - Sept 2002

  Assistant Translator

  •Reading through original article materials and rewriting it in the target language (English/Arabic) ensuring that the meaning of the source text is retained. Using specialist dictionaries, internet, consulting with experts in specialist areas, thesauruses and reference books to find the closest equivalents for terminology and words used.

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  NOS COMMUNICATIONS OF VIRGINIA, INC.

  Jan 2003 - Nov 2005

  Sales and Marketing Specialist

  •Marketing telecommunication services and products on behalf of Pan-European Companies for countries such as; USA, Canada, England, Australia and Ireland.

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  Vodafone

  Dec 2005 - Nov 2007

  Senior Customer Care Advisor

  • Creating a smooth communication channel with other divisions within Customer Operations departments to resolve customer problems and requests when needed.• Performing CC daily activities such as high usage monitoring across local and roaming customers, fraud detection, activation and incident management.• Following up all customers’ related issues and providing timely feedback to Vodafone Egypt Premium & Platinum Customers.

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  _VOIS

  Nov 2007 - Sept 2009

  Senior Communication Specialist

  • Managing the communication between customer care operation management team in EG and offshore business partners leading operations of Vodafone International accounts (United Kingdom, New Zealand, Australia, and Ireland) to ensure effective communication is established with the clients.• Responsible for ensuring operational requirements such as: headcount, tools, applications, access permissions, SOPs, Service Level agreements, etc. are implemented as requested by the clients through appropriate communication with relevant offshore stake holders and corresponding counterparts in Vodafone Egypt (HR, Finance, Technology, etc.).• Support the development and implementation of crisis communication plans, ensuring clear and effective communication during critical situations. Prepare key messages, FAQs, and other materials to address potential crises and manage reputational risks. Track and evaluate the effectiveness of communication initiatives using relevant metrics and analytics tools. Show less

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  Vodafone

  Oct 2009 - Nov 2021

  • Leading the most strategic CX, Digital Transformation & Automation program (Skyline Program) across Customer Care and Retail since its inception in Jan 2019 until Nov 2021. Delivering against program goals and positioning Vodafone EG as one of the top three Skyline Lead Markets by overachieving FY19-20 baselined targets. Key program deliverables included: i) reducing CC operating economics by €1.3M through automation of top ten calling reasons leveraging AI and Machine Learning technologies, ii) maintaining a superior customer experience by improving CC TNPS score by four points (50.5 versus 46.5) across Consumer, Enterprise, Fixed, and Credit Management contact centers, and iii) growing CC Sales Through Service Revenue from €1.6M to €2.4M (+33% YoY). • Playing a significant role in the Agile transformation of Vodafone Egypt as a principal product owner in Care Tribe leading Predictive Care, Eradicate, & Automate squads responsible for end to end management of all customer care project calendars. • Making strategic decisions related to the Care Tribe programs’ scope, prepare and ensure EXCO/SteerCo decision on deviations required to Drive stream level decision making process. Ranking and prioritizing user stories/ items and adding them to the team backlog for sprint development, conveying a clear vision and what's required to be built. Approving the final release plan and accept all deliverables against defined user stories and acceptance criteria. Show less • Accountable for the translation of the Customer Experience strategy into tangible plans with responsibility of driving the end-to-end Customer Experience activities as part of the CX Calendar leading to achieve predetermined TNPS/NPS monthly/annual goals. • Analyze key indicators and benchmarks versus the competitors, other OPCOs and support the operational and commercial teams with the best experience across all channels.• Execute Customer Experience plans across all 8 parts of the commercial department (Pre-Paid, Post-Paid, Enterprise, International & Roaming, Data, Marketing Services, CVM and MARCOM).• Train, develop, recruit, coach and manage the performance of five customer experience senior specialists.• Own CXX actions Governance in Monthly Steering Committee Meeting, Meet the Customer and the Quarterly CXX Review. Show less • Recruit, train, develop, coach and manage the performance of senior high value contact center advisors (teams of 16 to 20 advisors) to unlock their potential and support them achieving their predetermined KPIs and role objectives. • Established the Consumer Customer Delight model and applied the Net Easy Score for the first time in any Vodafone Egypt contact center which significantly helped in improving the consumer TNPS score.• Came up with recommendations that helped up-selling Vodafone Egypt’s products and services to high value customers to generate more revenues and achieve higher acquisitions rates (Vodafone Cash Activation through Contact Center NBA Model, 201) Show less • Understanding each governmental stakeholder’s future plans and strategy in order to map it with Vodafone Egypt’s business objectives.• Setting strategy to influence external stake holders to shape the new selling process without conflicts with Vodafone Egypt’s commercial benefit.• Developing strategic communication with government stakeholders and public affairs advocacy, negotiating vertically and horizontally with internal and external stakeholders to ensure timely attention and enthusiastic corporation from all sides.• Managing to achieve synergy in the key relationships between public policy and other business functions such as HR, legal, technology, Customer Care, enterprise and commercial business units.• Providing consultation on internal queries regarding government and regulator (NTRA) directions.• Managing Regulator's (NTRA) requirements in accordance with the telecom law obligations.• Influencing governmental authorities’ in Vodafone Egypt’s favor meanwhile managing Vodafone Egypt’s compliance to local polices and telecom related laws and obligations avoiding liabilities.• Planning, implementing and maintaining specified NTRA governance policies with different business departments.• Aligning the governance policies with the business of the company in order to improve its overall performance. Managing the implementation of NTRA guidelines putting into consideration the company’s revenue targets/commercial strategy. Show less • Responsible for managing Customer Care Large & complex end-to-end projects across multiple Vodafone regions. Manage the complete implementation streams either technical or non-technical liaising with all stakeholders and project owners. Test, launch, assess the project impact, and produce Post-Mortem analysis.• Taking accountability for defining and overseeing programs/projects spanning various channels, products, systems, and departments, ensuring adherence to timelines, budgets, and scope from initiation to completion.• Establishing effective governance controls for projects, aligning them with corporate, customer, and local standards, and emphasizing assurance and gate reviews.• Developing comprehensive project cost estimates, operational budgets, staffing requirements, resource allocation, and risk/change management strategies.• Leveraging best practices and analytical insights to establish a consistent set of methodologies, principles, and templates that met and anticipated the business needs. Show less • Responsible for Customer Care projects delivery across Vodafone Egypt’s four contact centers (consumer, enterprise, fixed, and Credit Management), had to manage multiple projects at a time.• Create and execute project work plans and revise as appropriate to meet changing needs and requirements. Investigate alternatives, proposals and get management and owner’s buy in to suggested solutions.• Complete and align stakeholders with all needed business documents, i.e. Business Case, Financials, Functional requirements, etc.• Create and own 2 major initiatives/projects per year resulting in revenue generation, cost saving or better customer experience. Show less

  • Senior Global Program Manager

    Jan 2019 - Nov 2021

  • Customer Experience Senior Team Leader

    Mar 2017 - Dec 2018

  • Consumer High Value Senior Supervisor

    Dec 2015 - Feb 2017

  • Compliance Senior Team Leader

    Dec 2012 - Dec 2015

  • Senior Project Manager

    Nov 2011 - Dec 2012

  • Project Manager

    Oct 2009 - Nov 2011
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  Amazon

  Nov 2021 - now

  Regional Manager, Vendor Success Program (Singapore/MENA)

  • Leading teams of 50+ onshore and offshore Retail Vendor Managers across two locations (India & Egypt), supporting four Amazon stores (Singapore, United Arab of Emirates, Kingdom of Saudi Arabia, and Egypt). Auditing all elements of multiple subcategory businesses (e.g., inputs, outputs, site experience, team performance). Identifying areas that need vendor attention and proactively directing teams to address issues; acting as escalation point, helping team and vendors to resolve conflicts.• Creating growth opportunities for Amazon’s existing Tier 2 & 3 vendors base (GMS contribution of $110MM) by expanding selection, increasing sales through implementing marketing and promotional plans, negotiating annual contractual terms, securing products availability to maximize margin dollars and customer experience.• Securing new brand selection through vendor acquisition, and brand-building for multiple sub-categories across five product families (Consumer Electronics, Consumables, Other Hardlines, Media, and Softline). • Analyzing inputs to understand the downstream impact of changes to pricing, selection, and convenience for multiple subcategories. Owning the Retail P & L for multiple sub- categories; developing plans that drive revenue and margin improvement.• Establishing business and process requirements, driving prioritization, and managing implementation across multiple teams/categories. Identifying scalable changes to the category that automate the product lifecycle and working with internal technical, cross- category teams to drive multi-system process changes.• Setting & auditing department bar-raising goals to ensure alignment with broader organizational goals.•Creating and communicating long- term plans including forecasting and resource planning/allocation. Implementing Amazon’s best recruiting practices and continuously raising the bar for hiring. Show less