Mohamed Abdou Hakem

Experience

• 

  Orange Egypt

  Apr 2010 - Jun 2022

  Responsible for TTM (time to market) projects alignments, circulation & TTM committee approvals.Develop the required KPIs for the defined business process as per the standard.Identify potential risks for the set process and ensure mitigations for those risks and report those risks to my direct manger as well as the business owner. Ensure that related company policy / business rules are aligned with in hand process and procedure. Implement advanced strategies for gathering, reviewing, and analyzing RPA data requirements.Create a detailed business analysis, outlining in-scope process automation, opportunities and solutions for a business. Collaborating with other department leaders to define, prioritize, and develop projectsProgram manager; formulate organize & monitor interconnected projects; develop & control deadlines: apply change requests & risk management.Analyzing financial data, including project budgets, risks, and resource allocation.Continuously evaluating projects to ensure they are meeting company standards, adhering to budgets, and meeting deadlines.Enterprise resources are utilized in the most efficient manner.There are ongoing risk assessment and mitigation across all projects.Status of milestones and deliverables across the portfolio, shared with top management.Achievements:Avail RPA (robotic process automation) solution for more than 45 Processes.Revamp & enhance Orange cash processes which decreased SLA by 50% and saved 2 million annual spendingCreated dashboard for process SLA which give a clear vision and pinpoint area of development in deferent departments like (TTM, IT Digital, HR, Communication, PO report).Lead AUCD program; succeed to mitigate defined risks and manage to create an effective communication between my organization and governmental regulatory affairs.Completed megaprojects and succeeded in completing 90% of the projects on schedule and within budget.95% of predefined project risks were successfully mitigated. Show less • Oversees all aspects of the customer service experience to troubleshoot process and procedures and make improvement of customer service quality. • Implements effective processes for customer service representatives to interact with customers via email.• Issuing refunds or compensation to customers.• Responsible for department recruitment, retention and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.• Plans and maintains departmental budget.• Holds regular meetings with department staff to discuss expectations and hear team concerns.• Makes regular reports to upper management about department milestones and progress.• Liaises with upper management and vendors to ensure quality of products and efficiency of department• Maintains confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure.• Meeting with other managers to discuss possible improvements to customer service.• Coordinates with sales department to incorporate plans to increase customer satisfaction. Show less Identifies training needs and training gaps in the organization in a close cooperation with the HR Business Partners and line managersPrepares training manuals and training offers for employees and managers.designing and expanding training and development programs based on the needs of the organization and the individualPlans training courses, sessions, manages and monitors the assigned training budgetManages the portfolio of contracts with external vendors and introduces changes to the standard Terms and Conditions.Oversees the quality of delivered training sessions by external vendors.Monitoring and reviewing the progress of trainees through questionnaires and discussions with managersBuilds the internal network of internal trainers and organizes the regular Train the Trainer sessions.Evaluates the quality of training courses and implements improvementsApply e-learning techniques Show less  Assist Sr. Manager with daily operation of contact center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to area/process improvement.  Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives. Accomplishes contact center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Develop objectives for the call center activities and make sure of having SMART KPIs. Ensure a safe and harmonious working environment for all other team members and delegate duties to all team leaders. Measure performance with key metrics such as call abandonment, calls waiting etc. Prepare monthly/Quarterly/annual Results and performance Reports. Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets. Be in charge of running and managing the call center daily, weekly and monthly reports. Show less  Develop a social media strategy that ensures maximum exposure and ROI to Orange Egypt products and services on social networks within allocated budget Manage a team of internal and external community managers to provide a 24/7 online customer service and community engagement Run regular social promotions and campaigns and track their success Manage and optimize social media advertising campaigns to raise awareness, increase website traffic and increase online conversions to existing and new products and services Track.  Prepare reports & presentations for digital performance in order to track & analyze results as well as missed opportunities for future strategies Monitor online brand reputation and detect arising crises Manage SEO & SMO activities to enhance brand competitive position in search engine results Show less

  • Supervisor, Process Excellence, Transformation, Project Management office

    Sept 2020 - Jun 2022

  • Team Leader, Enterprise Customer Support & Activation.

    Apr 2018 - Sept 2020

  • Human recourse, Training & development team (part time)

    Jan 2010 - Sept 2020

  • Supervisor, Call Center - Customer Service

    Oct 2014 - Apr 2018

  • Digital Marketing Consultant

    Aug 2010 - Sept 2010

  • National Sales Executive

    Apr 2010 - Jul 2010
• 

  Medmark Egypt

  May 2022 - Sept 2024

  Manager, digital transformation & business process

  Achievements:Manage to create an end-to-end process for medical claim management.Manage to enhance the sales process and optimization for the process SLA by 30%, so now new customer onboarding takes 48 HRs instead of 72 Hrs.Successfully migrated the organization's legacy systems to a modern, cloud-based infrastructure (salesforce), resulting in improved scalability and reliability.Led the development of a mobile app that improved user experience and generated new revenue streams.Successfully led a digital transformation initiative that resulted in significant cost savings and increased efficiency for the organization.Implemented new technologies & tools that improved workflow processes, resulting in faster turnaround times and increased productivity.Developed and implemented a comprehensive digital strategy that aligned with the organization's overall business objectives.Led a cross-functional team to successfully implement a new digital platform or system, resulting in improved customer experience.Successfully managed a digital transformation project that involved multiple stakeholders and vendors, ensuring timely delivery and within budget.Developed and implemented a data-driven approach to decision-making, resulting in better insights and more informed business decisions.Led the development of a mobile app that improved user experience and generated new revenue streams. Show less

• 

  Alfa Medical Group

  Feb 2024 - now

  Business Analysis Manager

  Main Responsibilities:• Stakeholder Engagement: Building and maintaining relationships with key stakeholders across the organization; Acting as a liaison between the business and technical teams; Ensuring that stakeholder needs and expectations are understood and met.• Project Oversight: Overseeing the business analysis aspects of projects to ensure they meet objectives, timelines, and budgets; Reviewing and approving business requirements, functional specifications, and other analysis-related documentation; Ensuring alignment between business goals and project outcomes.• Strategy and Planning: Contributing to the development of business strategies and plans; Identifying areas for process improvement and driving initiatives to improve business processes; Supporting the alignment of business analysis activities with organizational goals.• Continuous Improvement: Driving continuous improvement in business analysis practices within the organization.• Risk Management: Identifying potential risks related to business processes and projects; Developing mitigation strategies to address these risks.• Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.• Leading ongoing reviews of business processes and developing optimization strategies.• Providing leadership, training, coaching, and guidance to junior staff.• Ensuring solutions meet business needs and requirements.• Prioritizing initiatives based on business needs and requirements.• Monitoring deliverables and ensuring timely completion of projects. Show less