Abd El Rahman Kassem

Experience

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  UniCare Medical Centre

  Jul 2016 - Sept 2016

  Senior Customer Service Representative

  - Managed the night shift which used to include emergencies and urgent operation cases- Managed assigned incoming calls effectively- Identified and assessed customer needs to achieve satisfaction- Handled complaints and provided appropriate solutions and alternatives within the time limits and followed up to ensure resolution

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  Romeo's Pizza Franchise, LLC.

  Sept 2016 - Feb 2017

  User Interface Designer

  - Created designs and layouts for ROMEO’S website new pages and updates- Developed Wireframes and prototypes- Remotely collaborated with developers and business owners on regular basis

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  Jumia Egypt

  Jan 2017 - May 2020

  E-Commerce Operations Team Lead

  During the strategic e-commerce partnership between Jumia and Orange in Egypt, this function was created to appoint a facilitator who acts as a liaison between the two companies, thus working as a catalyst for immediate action with launching promotions, reporting, and paving the way to smooth and successful operations.- Coordinated a team of administrators to handle daily customer orders implementation and invoicing- Prepared systems of both companies for bulky merchandise promotions- Reconciled e-commerce reports of stock inventory- Updated management with products and SKU’s inventory status; on-hand, processing, sold, and returns statuses- Interface with marketing, finance, warehouses, and technology teams of both partners- Work towards tight deadlines to ensure launches are done properly on time with SKU’s specifications, imagery, links, and physical stock- Oversaw issues with deliveries and returns- Run daily, weekly, and monthly reports to help management take immediate decisions when needed and to monitor the performance of the partnership- Efficiently coordinated warehouse logistics and maintaining accurate inventory control- I trained administrators team at Orange side in order to develop materials and daily orders invoicing process عرض أقل

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  Fawry

  May 2020 - Nov 2020

  Senior Business Operations

  - Managed and supporting FawryPay merchants- Integrated with the new FawryPay merchants- Performed UAT for the FawryPay system and creating a test case document- Proposed solutions to overcome quality issues- Managed daily Ad-hoc tasks when requested- Supported the collection queue by handling collections inquires to meet requirements- Created a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner- Ensured Operations/Call Center/Technical staff alignment for any Product/Service delivery عرض أقل

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  E-finance

  Nov 2020 - Aug 2021

  Senior System Administrator (B2B E-Invoicing Project) | (Public Sector)

  ▪ Provided expert second-level technical support, resolving complex issues through a deep understanding of customer needs and systems▪ Drove issue resolution through advanced troubleshooting, reproduction of critical defects, and process optimization▪ Partnered cross-functionally with developers, IT, and networking to diagnose and rapidly fix production environment problems▪ Verified releases and validated functionality through hands-on end-to-end, API, and smoke testing▪ Logged and tracked defects in Jira, Remedy, Azure DevOps, guiding root cause analysis and remediation.▪ Attended triage meetings to prioritize critical defects and expedite solutions▪ Authored knowledge base articles and guided L1 team to improve first-call resolution▪ Developed test cases and coordinated testing activities to confirm quality criteria were met pre-launch▪ Tracked bugs end-to-end and rallied teams to address issues prior to deployment▪ Liaised between support, engineering, and customers to align on requirements and optimize experience عرض أقل

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  ETax

  Aug 2021 - Nov 2023

  Team Lead, Applications /Operations Support (B2C E-Receipt Project) | (Public Sector)

  ▪ Promoted to build and lead a new team responsible for delivering e-receipt system capabilities to individual taxpayers.▪ Manage and mentor a 13-member administrator team, providing training on current B2B and new B2C solutions.▪ Reviewing the scope of work (SOW), requirements, and architecture documents▪ Implementing message queuing with RabbitMQ to enable asynchronous communication and ensure reliable delivery of high-volume messaging.▪ Directed team efforts to test solution APIs using Postman; ensured services and integrations functioned correctly on pre-production environments.▪ Leveraged skills matrix to map existing expertise, uncover training needs, and foster shared standards across technology groups▪ Attending triage meetings with ETA (Egyptian Tax Authority) & Microsoft teams to define severity and priority of each defect▪ Proficient in conducting thorough root cause analyses to identify and address system failures, ensuring optimal performance and minimizing downtime.▪ Bridged connections across departments in technology stack through hands-on leadership driving communication and alignment▪ Served as primary liaison to Microsoft third-level engineering teams, facilitating rapid resolution of critical production issues.▪ Led test planning, execution, and oversight to ensure comprehensive testing coverage and adherence to quality standards.▪ Oversaw daily test operations, guiding test team members and facilitating collaboration with developers to drive continuous integration.▪ Collaborating with project teams on build management and continuous integration strategy▪ Instituted bug tracking and triage processes, guiding teams to prioritize and resolve all defects prior to production releases. عرض أقل

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  Beltone

  Dec 2023 - now

  Technical Operations Manager