Mohammed Elwan

Experience

• 

  Teleperformance Egypt

  Oct 2011 - Jan 2014

  Customer Service Representative / Travel consultant

  • Previously working as an Elite Customer Service Representative (Travel consultant) in Teleperformance Egypt: working as consultant for elite customers helping them with reservations.• Airlines Systems Expert (Sabre Red): working as a middle point between clients and airlines ticketing departments to insure tickets issuance after modifications and schedule changes.• Subject Matter Expert (Training and Supporting): training new hires and supporting the service floor with product knowledge and customers issues.• Part of pilot team for testing new tools: testing new tools and reporting bug issues and irregularities.• Supervisor for Juniors Team. Show less

• 

  Orange Business Services

  Jun 2014 - May 2022

  *Project Scope Management:Responsible for delivering the agreed outcomes required from the project. Conduct stakeholder analysis, define and manage customer expectations both stated and un-stated.*Project Time Management:Estimate times for all activities and prepare delivery schedule. Control performance to meet the deadlines according to the schedule.*Project Cost & Procurement Management:Plan, allocate and manage budgets. Manage third party equipment and suppliers.*Quality Management:PM is involved early during the quotation phase and has extensive contacts with the customer headquarters to refine exact needs.Needs to ensure high value delivery value to customer.*Project Human Resources Management:Interact with all stakeholders, maintain engagement of team members.*Project Communications Management:PM is responsible for internal and external communications and management reporting. A key deliverable for this activity is the production of the POM document (Project Overview Message).Provided visibility into the status and progress of activities, linkages, and dependencies across the organization.*Project Risk Management.Ensure early capture of risks and preparation of mitigation plan. Show less • Accountable for end to end management of all Customer DSL and non-DSL orders terminating in Western &Central European countries assigned from receipt of valid service request from Sales to handover and/or billing.• Coordinate provisioning for Network projects and assess service orders and develop implementation schedules to optimize resources and components scheduling.• Review orders from sales and design team and Validate service orders with Customers • Process work order for lines and required equipment and follow up with supply chain management.• Place and track line orders with relevant local provider and equipment with third party vendors.• Coordinate with Carrier vendor management for best practice provider’s processes• SPOC for all queries, and the 1st level of escalation for all assigned order-related issues.• Provide consolidated status and progress reports on all orders to the customer as predetermined by all order or project stakeholders.• Organize and coordinate Customer Acceptance Tests if required.• Negotiate and arrange belling conditions with Project team and customer.• Assist in planning delivery iterations as per agile model projects.• Assist in risk assessments and prepare risk responses on order level.• Plan and manage field resources according to order/project plan. Show less Responsible for managing customer requests in terms of changes to the network. •Manage and handle network issues on spot keeping all sites in contact. •Coordinates between several teams in order to satisfy network needs •Responsible for trouble shooting and investigations for all incoming incidents. •Providing daily reports to higher management . •Keeping the network under watch 24 hours . •understanding user needs and coordinate with management to provide needed services .• Assisting in clarifying working process and front seat for new comers.• responsible for bcp(business continuity program) • Team manager substitute • Create And manage RFCs (request for change)• lead interventions to resolve issues and insure business continuity. Show less

  • Lead Project Manager

    Mar 2021 - May 2022

  • Extended Local Delivery Manager

    Jan 2018 - Mar 2021

  • Network Engineer

    Jun 2014 - Jan 2018
• 

  _VOIS

  May 2022 - now

  Role purpose:lead, manage and deliver complex cross-functional programs andprojects with impact in different network domains. Ensure on time with budgetand quality throughout all project phases starting with requirements, design,development, testing & acceptance, deployment and transitions to operations,with proven international experience working with virtual teams acrossdifferent organizations and countries.Key accountabilities and decision ownership:• Manages the full lifecycle of large, complex cross functional projectswith impact in network platforms: feasibility study, development,testing, acceptance and deployment.• Implements solid project management principles: Agile and waterfalldelivery as per agreed framework while using specific SW tools acrossthe organization. Manages collaboration tools to make sure projectdata is centralized and up to date.• Managing project resource requirements and integrating them intoproject plans. Builds a complete stakeholder register with clearprogram/project organization, to guarantee solid communicationwithin the program/project team.• Permanently tracks projects’ evolution and timely reports projectstatus to all stakeholders. Builds project E2E and contingency plans forthe critical path (identify and monitor interdependencies at programlevel). Cross-check for programs/projects reporting. Managesstakeholders’ expectations by driving appropriate governance atprogram and project level• Responsible for Budget management and control, timescale andquality, while managing processes with Commercial, Procurement,Technology and other functional groups. Show less Presales Support:Supports business colleagues at strategic customer meetings and identification of new business opportunitiesResponsible for channelling all the estimation requests into the official VBTS workflowSupport the BID approval process in all technical aspectsCustomer Delivery:Responsible for delivering standard customer projects including service transition (handover to operations) on time, quality and budgetDeliver and maintain the project plan, keeping PM tool up-to-dateRisk and Issue tracking, mitigation as well as resolutionCoordinating both internal and external (partners, subcontractors) resources, participating regular meetingsDelivers regular status updates to customers, account management and VBTS managementProject management of Gate Approvals, Document Storage and Status ReportingLeads project review meetings at customers during delivery phasePerforming induction trainings for customers upon successful activationEnsure customer acceptance, drive acceptance testingOther Responsibilities:Continuously improves existing processesIdentify and implement automation capabilities to accelerate delivery processes through scripting, robotics, etc.Perform other job-related duties or tasks defined by the supervisor or resulting from assigned agendas. Show less

  • Senior Project Manager

    Dec 2023 - now

  • Project Manager

    May 2022 - Dec 2023