Mostafa Zayed

Experience

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  Vodafone Egypt

  Nov 2010 - Apr 2011

  Customer Service Representative

  Responsible for customers' inquires and complaints, serving local customers within all segments

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  Vodafone UK

  Jan 2011 - Sept 2013

  International Account Advisor
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  Vodafone Ireland

  Sept 2013 - Nov 2015

  International Account Senior Advisor

  ROLE PURPOSE:Act as a frontline interface with customers of Vodafone companies worldwide. Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard. Customer Engagement and Interaction·Clearly greets customer, builds rapport and establishes the purpose of the call·Remains courteous, polite, professional and willing to help throughout the call·Actively listens to the customer·Effectively manages the call; remains in control of the call2. Resolving customer needs and issues·Acts as a first point of contact with both consumer (pre pay / post pay) and business customers to support the following billing issues:-Handle multiple requests during the same request.-Balance dispute.-Consumer / Business bill explanations and bill dispute resolution.-Email set up & support·Manages the balance of benefits for the customer and the business·Appropriately handles objections·Keeps customer informed of actions throughout the call·Clearly explains details and next steps3. Processes and Systems·Uses correct customer identification procedures·Correctly and efficiently follows business policies and processes·Provides accurate, complete, concise and relevant information to customers·Uses correct phone etiquette when handling the call·Confidently and correctly navigates systems to expedite outcomes and source information·Accurately and swiftly logs in data4. Ensure service level agreements are met and maintained·Ensures customer interactions are inline with SLAs.·Achieving all contractual performance standards on both quality and productivity parts.5. Work as part of a team·Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.·Team work/Spirit·Ensure that sub department functions offers world-class Customer Service at all times Show less

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  Vodafone Global Enterprise

  Nov 2015 - Mar 2025

  Projects Management•Coordinate a virtual project team consists of different work streams ( steering committee, Commercial, GSMs, technology, operations, MIS & Finance) and also working closely with the acquired account counterpart (Account project manager•Document high level and detailed process and data flows including relevant policies, which enable upgrade, the current process.•Apply quality management techniques to problem analysis and solutions in the project teams.•Participate with Technical and Engineering teams to provide feedback on systems designs and developments.•Estimate resource requirements and miscellaneous project budgets.•Coordinate Critical tasks in the projects plan that may cause risk if failed to the management team within VGE and the acquired account •Work closely with the acquired account to define & implement the scope of work. Then, define the detailed requirement and investigate the feasibility with the different stakeholders.•Planning for the critical milestones and highlight any early risks that might affect the delivery date to the project steering committee & account team. •Provide the acquired account with a back-up plan that ensures delivery on time to gain the account trust in the account management team (reliability) Communications•Notify management of jeopardy situations and take necessary actions to meet project deadlines.•Define with them the major activities, due dates, responsibilities, and milestones. Make sure that the roles and responsibilities are not mixed from one to another one due to the VGE project’s complexity•Arrange regular Project Review meeting to track progress against plan and drive for mitigation where needed. •Raise any issues/challenges / risks facing the solutions projects with the steering committee and cascade down to the project team with any new decisions or changes •Early Identification for any deviations in the project plan or during implementation so we can have fast corrective actions Show less Projects Management•Be a part of a virtual project team consists of different work streams ( steering committee, Commercial, GSMs, technology, operations, MIS & Finance) and support the Service Delivery Specialist (Account project manager)•Document high level and detailed process and data flows including relevant policies, which enable upgrade, the current process.•Participate with Technical and Product Management Team teams to provide feedback on systems designs and developments.•Coordinate Critical tasks in the projects plan that may cause risk if failed to the management team.•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.•Assist in the planning for the critical milestones and highlight any early risks that might affect the delivery date to the programme manager, project steering committee & account team. •Support the programme manager in managing the pre-launch work-shops between our technology teams and product team to ensure the systems compatibilities and securities restrictions Communications•Ensure good communication flow between team members on project level. Ensure entire teams are regularly updates on the big picture on what has been achieved and delivered within the acquired account•Arrange regular Project Review meeting to track progress against plan and drive for mitigation where needed. •Coordinate for mitigation of any blockage in the implementation project where appropriate or escalate risks and issues.•Early Identification for any deviations in the project plan or during implementation so we can have fast corrective actions •Think of creative approaches beyond the normal ones to ease any complexities facing the project launch date. •Ensure that affected users agree and are able to implement the proposed process. Show less

  • Enterprise Projects Lead

    Mar 2017 - Mar 2025

  • Enterprise Project Manager

    Nov 2015 - Mar 2017
• 

  El Mazeed Technology

  Sept 2018 - Jun 2019

  Senior IT Project Manager

  Senior project manager based in KSA for Saudi company (Data-Stars) and sister Egyptian Company (El Mazeed Technology), delivering projects that are related and accomplishes the “Vision 2030” for the kingdom. Responsible for the overall project end to end, managing all the project aspects and constraints. Resident at the client side and remotely managing the Dev team in Egypt. The projects’ that being delivered are automation project in the light of automating the Saudi government and drive it’s margins up by 2030• Key Projects:• Automation project to deliver an online portal and automating 14 e-services using IBM technology stack (BPM, ODM, BAM, DataPower) to the Ministry of Energy, Industry and Mineral Resources MEIM – Taqah Project• Deliver an end to end intranet portal using SharePoint Technology, for the internal use of the IT general department and the employees of MEIM• Deliver Enterprise Project Management (EPM) solution for the PMO office of the Saudi Commission of Tourism and National Heritage (SCTH), which provides an end to end Project Management solution for SCTH’s PMs, according to the PMI Standards and the customer requirements and specifications Essence of Role/Key Accountabilities:• Manage projects that are part of a complex initiatives that span from the 2030 Vision of the Kingdom• Provide on-site leadership for project team by building and motivating team members to meet project goals, adhering to their responsibilities and project milestones• Full project life cycle ownership: successful project delivery including full implementation from initiation to deployment for one major or several minor projects simultaneously• Manage all aspects of multiple related projects to ensure the overall program is aligned to and directly supports the achievement of strategic objectives• Report on project success criteria results, metrics, test and deployment management activities Show less

• 

  RITI

  Jun 2019 - Mar 2025

  Agile PM Instructor

  Teaching Agile Project Management at the Regional IT Institution (RITI) in Cairo. Delivering training hours to diversity of attendees that ranges in number from 12 to 30, based on PMI's "Agile Practice Guide".Creating an explanatory presentation that covers the curriculum introduced in the Guide, running class activities that emphasizes the message and reflecting the course benefits and creating an after class interactive presentation for study and referencing

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  _VOIS

  Nov 2020 - Mar 2025

  Cloud & Security Senior Project Manager
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  Unilever

  Mar 2025 - now

  Global Transformation & Integration Sr. Manager