Mariam Mourad

Experience

• 

  Vodafone

  Apr 2011 - Jun 2017

  - Conducting training to new batches for Bill pay teams, selecting appropriate training methods or activities (e.g. simulations, mentoring, on-the-job training, professional development classes)- Manage and maintain in-house training facilities and equipment.- Increasing productivity, reducing costs- Responsible for updating and adding all product information to all related teams.-Coach others, recognize their strengths, and encourage them to take ownership of their personal development.-Simplify complex messages, highlighting and summarizing key points.- Uphold the firm's code of ethics and business conduct.- Lead knowledge building and sharing, using knowledge management methodologies, techniques, and processes-Coordinate with others to utilize learning and development tools and techniques to analyze, identify and communicate requirements for change- Manage a variety of viewpoints to build consensus and create positive outcomes for all parties. عرض أقل - Assisting fresh new waves on the floor, conducting briefings to the new agents.- Having the knowledge, skills, and abilities required of Company’s policies and Procedures to perform - given responsibilities and tasks as related to supporting Business.- Acted as Team Leader for 5 months; coaching team members, handle all team requests, attend operational dashboards and demonstrate the team performance, provide intelligence regarding processes, ensure service level is met, ensure unplanned rate is minimal and conduct team meetings to discuss team performance and provide business updates. عرض أقل - Dealing with customers and potential Vodafone customers who surf the Vodafone Homepage, should have the option to be guided to the needed information via the Chat Service. - Lead the Chat-Partner to the desired information on the Homepage. This should sustainably increase the self-service rate. - Launched Platinum Queue • One of the key players in launching platinum queue across Ireland account, which works on providing a special customer service to the platinum customers and provide them with world class services. • Direct handling of customer complaints and queries • Coaching team members through creating knowledge training packs, enhancing communication skills and awareness of company’s policy and management • Acting as Duty Manager when needed; monitoring service levels, ensuring performance aspects are met, ensure unplanned is minimal and handle any operational pending requests and tasks. • Participating in weekly meetings with our client (Vodafone Ireland) to discuss queue updates, process improvement tactics and performance • Initiated Detractor Call back tool, which helps analysing the reasons behind detractors, calling customers back gathering their feedback working on improving company’s process and products. This tool has helped creating new products and add-ons as per customer’s request i.e. instant data add-ons • This tool has helped team leaders on getting the appropriate coaching to agents as it helps knowing their areas of development.- Launched Gold Queue • Dealing with 60%of Vodafone Ireland Bill pay customers, handling customers queries& complaints • Owning and managing the client relationship. • Ensure service level agreements are met and maintained. • Mentor new team members and support new employees • Acting as Quality SPOC to Gold Queue, coaching agents who has issues with communications skills عرض أقل

  • Corporate Trainer

    Feb 2017 - Jun 2017

  • Subject Matter Expert

    Apr 2016 - Feb 2017

  • Senior Technical Advisor

    Apr 2014 - Mar 2016

  • International Customer Service Representative

    Apr 2011 - Mar 2014
• 

  Vodafone Business

  Jul 2017 - Jun 2023

  - Ensure that all projects are transitioned on-time, within scope and in compliance to corporate standards- Developing project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility-Demonstrated CX experience in program manager prioritize well, communicate clearly and effectively influence across cross-functional teams.-Excellent interpersonal and stakeholder management skills; proven ability to guide cross-functional teams through influence versus direct management.- Use appropriate verification techniques to manage changes in scope & schedule- Report and escalate to management as needed- Manage the relationship with the customer and all stakeholders- Perform risk management to minimize project risks- Create and maintain comprehensive transitional documentation- Prepare and submit monthly reports to management and update relevant tools and systems.- Analyzing project progress and solving problems-Communicating regularly with Products and technical team to prioritize and solve customer problems -Immediate responsibility ,ownership and accelerated growth opportunities ,leading customer success during their onboarding - Assess project risks and issues and provide solutions where applicable.- Work to ensure successful renewals and expansion of usage across the customer.- Excellent critical thinking and judgement. Ability to think strategically while staying on top of tactical execution.- Provide proactive business insights with the aim of improving clients service organization through analysis of their data.- Provide a timely response and resolution to all customer’s inquires including post go-life support and issues-Manage change and implementation to ensure the change lands well and sticks to achieve benefit realization- Plan effectively around delivery constraints and optimize the plan to maximize benefits and minimize risk. Proactively monitor risks and areas of concern and provide mitigation عرض أقل - Customer Presales and Service (CPS) – Africa Vodafone Global Enterprise working as a part of a virtual and support to Account project teams and their management team.- Working on Revenue Acceleration through Middle East &South Africa directly with Director of service management in Vodafone Group.- Investigate current issues with existing processes and identify options for improvement to increase process efficiency.- Analyse complex ideas or proposals and build a range of meaningful recommendations.- Working closely with the acquired account to define & implement the scope of work.- Help in the definition of the detailed requirement and investigate the feasibility with the different stakeholders.- Develop a detailed project plan to track progress.- Develop customer readiness documentation including operational manuals, customers’ guides.- Use appropriate verification techniques to manage changes in scope & schedule.- Early Identification for any deviations in the project plan or during implementation so we can have fast corrective actions- Manage the relationship with the customer and all stakeholders.- Perform risk management to minimize project risks.- Report and escalate to management when needed.- Create and maintain comprehensive transitional documentation.- Facilitate workshops and requirement gathering sessions- Analysing project progress and solving problems.- Identify process improvements and opportunities to drive further revenue delivery.- Conduct Projects closure and ensure benefit realization.-Analyse complex ideas or proposals and build a range of meaningful recommendations.- Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.- Address sub-standard work or work that does not meet firm's/client's expectations.- Use data and insights to inform conclusions and support decision-making.- Develop a point of view on key global trends, and how they impact clients. عرض أقل

  • Enterprise Projects Lead

    Jul 2018 - Jun 2023

  • Enterprise Projects Coordinator

    Jul 2017 - Jun 2018
• 

  _VOIS

  Jun 2023 - now

  • Senior Technical Program Manager

    Sept 2024 - now

  • Senior Technical Delivery Project Manager

    Jun 2023 - Oct 2024