Mina Mandalon

Experience

• 

  Orange Business Services

  Oct 2011 - Sept 2016

  -Validate service orders with Customers-Manage port allocation process “Ports booking on GPM as per the ports provided by the regional network deployment team (RSND)” and/or create the meshing by booking ports in Gini/RA-Place and track circuit orders with relevant local carriers and third party vendors-Proactive tracking and monitoring of all service components until full delivery of project objectives-Perform proactive project management to ensure the project deadline is met-Ensure provisioning databases are accurately updated at all times-Perform pre-checks to ensure readiness of all connection components-Initiate action to escalate or expedite provisioning issues, as required, to minimize delays in meeting project deadlines-Empowered to escalate within vendors & third parties to speed up or bring back a project on track-Data scrub, cleaning of the migration files sent by the stake holders Show less Ensure compliance with performance targets (SLAs, MTTRs) and overall customer satisfaction and that all KPIs are met and that we are following the ITIL guidelines.- Monitoring the trends of every parameter affecting the service quality delivered bythe team including all the aspects of the team including Individual team members progress- Responsible for maintaining services for major entities such as (Royal Bank of Canada, CMA CGM, Sanofi Aventis, DSM, Mondi Packaging & Philips)- Mentoring and assisting in transferring skill sets from senior members of the teamto the new comers of the team (including the skills required for supporting newly added services to the )- Engaging periodically and proactively with the customers directly or through the CSMs through conference calls to minimize the gaps between the service desk and the customer and to know the customers issue and creating plans to improve their perspective and satisfaction.- Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames.- Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews defined ownership and continuous service improvement.- Responsibility for ensuring adherence to company policy, process & procedures. Show less - Managing and executing tasks and reports assigned by supervisors- Provide professional technical support for English speaking customers- Diagnose fault related cases by effectively utilizing software diagnostics and other network/product utility programs.- Provide updates as needed to the customer in order to meet performance objectives.- Ensure cases are allocated to the most allocated to the most appropriate next step as part of the case flow process perform technical escalation in line with company procedure- Liaise and refer issues to relevant entities internally and externally as appropriate document all troubleshooting and case management actions via the electronic case management system-Contribute in service improvement plans and undertake any other reasonable task as assigned Show less - conduct initial diagnostics and undertake full fault diagnostics to resolve where possible, customer faults - provide a professional technical point of contact for customers- diagnose fault related incidents by effectively utilizing software diagnostics and other network/product utility programs - provide updates as needed to the customer in order to meet performance objectives and service excellence guidelines - ensure incidents are allocated to the most appropriate ‘next step’ as part of the incident management process - perform technical escalations in line with company procedure - monitor systems, customer networks and products, deal with alerts and events as appropriate - liaise and refer issues to relevant entities - document all troubleshooting and incident management actions - undertake any other reasonable task as assigned Show less

  • Project Coordinator at Access Operational Modernization Team

    Jul 2015 - Sept 2016

  • Team leader at Egypt Customized Service Desk

    May 2015 - Jul 2015

  • Shift leader at Egypt Customized Service Desk

    Aug 2012 - May 2015

  • Incident management specialist

    Oct 2011 - Aug 2012
• 

  Vodafone Global Enterprise

  Sept 2016 - Aug 2019

  Global TES Customer Delivery Project Manager - Vodafone Global Enterprise

  1.1 Role purpose:To ensure delivery of VGE's solutions to our global clientele through the effective and efficient initiation, planning, monitoring, control, implementation and close out of projects.1.2 Responsibilities:· Coordinate a virtual project team consisting of different work streams ( steering committee, Commercial, GSMs, technology, operations, MIS & Finance) and work closely with the acquired account counterpart (Account project manager) and their management team· Manage customer interface activities in collaboration with account manager· Document high level and detailed process with data flows including relevant policies, which enable upgrading the current processes.· Work closely with the acquired account to define & implement the scope of work. Then, help in the definition of the detailed requirement and investigate the feasibility with the different stakeholders.· Planning for the critical milestones and communicating any early risks that might affect the delivery date with the project steering committee & account team.· Ensure good communication flow between team members on project level. Ensure all teams are regularly updated on the project flow for each phase.· Define for them the major activities, deadlines, responsibilities, and milestones. Make sure that the roles and responsibilities are not mixed from one entity to the other one due to the VGE project’s complexity.· Give the highest support to the account teams to accelerate the implementation and to avoid any failure in the delivery date.· Solve any blockage in any of the project's phases.· Gather and analyze data to prepare projects status & reports indicating the progress achieved, milestones completed, outstanding issues and budget expended. Show less

• 

  Orange Business

  Aug 2019 - now

  • Product owner for internal tools and web-portals aimed at digitizing and automating internal processes.• Responsible for simplifying digitized processes and streamlining user journey.• Responsible for up-stream comms from end-users to collect feedback for digitization and automation.• Responsible for down-stream comms to share release updates and progress on proposed requirements.• Responsible for backlog updates and prioritizations.• Interacting with development teams to manage backlog to balance business and technical needs.• Interacting with middle management to agree on process improvements.• Engaged in PMO activities to provide process guidelines and document templates for product delivery. Show less - Accountable for delivery of UC services to OBS customers.- Accountability starts with customer signature of contract, and ends with handover to operational teams.- Collaborate with virtual OBS teams around the world to manage project activities.- Responsible for providing project delivery plan, and associated dependencies, risks, and issues.- Responsible for maintaining and updating project documentation (technical and non-technical).- Responsible for providing periodic project progress reports for internal and external stakeholders. Show less

  • Digital Product Owner

    Mar 2023 - now

  • Unified communications Project Manager

    Aug 2019 - Mar 2023