Mostafa Elgohary

Experience

• 

  Orange Business Services

  May 2003 - Feb 2016

  Job Purpose: • Responsible for the overall management of the AGN and Basic IP-Services Configuration, to ensure the delivery on time, and the right first time AGN- Basic IP VPN configurations.Key Tasks and Responsibilities:• Manage, recruit and develop AGN-IGN team• Ensure that the teams are organized to deliver validated implementations, and changes on-time and error-free.• Meet or exceed the targets set by the corporate management with regards to:- Customer Satisfaction- Productivity- Quality of change management• Act as point of escalation for all related AGN-Basic IP activity.• Ensure that all configuration requests are validated and managed according to the Change Management guidelines.• Manage/roster resources effectively• Provide monthly report to Management on trend analysis for the teams’ productivity & KPIs. Show less Key Tasks and Responsibilities:• Work as a Project owner for all Revenue Assurance & Cost Cutting projects• Coach and support all VAS Data Validation team members in managing the critical projects and ensure that the workload is equally distributed within the available resources• Contribute to all Six Sigma projects and analysis related to the Data Integrity anomalies• Lead the key projects to ensure that all objectives are delivered on time• Interact with the development and service creation managers in case of any new services or functionalities in any ordering, provisioning or billing systems• Analyse in depth the root cause for the top ten issues causing data integrity anomalies and implement necessary action plans to address them with the concerned teams• Monitor and measure the KPI of the team and ensure the resolution of all mediation and billing data anomalies as per the agreed time frame with the business• Attend hot issues and key accounts meetings to ensure that all critical issues are addressed professionally up to the customers expectations• Ensure that all processes and procedures for value added services are documented and well maintained• Provide statistical reporting to management with a trend analysis for the team’s productivity• Define clear goals, objectives and career development plans to all value added services team members, and follow up to ensure that they are successfully carried out Show less To manage all tools escalations related to all ordering, provisioning and inventory tools, work with IT and Development managers to establish Service Level Agreement with other support groups in order to expedite the resolution of all incidents as per the agreed time frame with the business ownersResponsibilities:• Manage all tools escalations for all ordering, provisioning and inventory tools• Monitor and intervene as needed for the incidents in jeopardy of missing resolution deadlines • Research escalated incidents to determine root cause, responsible departments for issue resolution • Research escalated incidents to determine root cause, responsible departments for issue resolution and action plans• Support all implementation and tool support team members in addressing the critical and escalated incidents• Represent Management in addressing critical escalations and reporting to the customers accordingly• Research and document root cause analysis for the top ten causes for tools incidents • Act as the second level escalation for all tools incidents• Monitor and update critical projects to ensure that all related incidents are handled on a timely manner• Provide weekly statistics about tools escalated incidents and corresponding customer satisfaction.• Work closely with all IT support entities to ensure the resolution of all tools incidents as per the SLA• Contribute to service delivery process & procedure improvements to lower the number of incidents Show less

  • Head of AGN-IGN - Customer Release Management

    Nov 2013 - Feb 2016

  • Head of VAS Data Validation

    Dec 2007 - Nov 2013

  • Escalation Manager - Implementation and Tool Support

    Jun 2006 - Nov 2007

  • Data Management and Integrity /Tools Support

    Dec 2004 - Jun 2006

  • Sales to Cash Team

    Jun 2004 - Nov 2004

  • FILED OPERATIONS & INTERGRATION SERVICE (FOIS)

    May 2003 - Jun 2004
• 

  Orange

  Feb 2016 - Oct 2017

  Head of Integrated Change Management Desk

  Service Transition, Change Management & Release Management Job Purpose: Delivering Outstanding Customer Experience by providing end-to-end ownership of all PCC (IP Contact Center) RFCs (Request for Changes) raised by the customer Right on Time, and Right First Time.Key Tasks and Responsibilities:• Managing, and mentoring, direct reports to deliver and implement customer changes , to meet agreed SLA.• Initiating, and attending meetings and conference calls with customer, PMs, CSMs to define and/or modify and agree on change service catalogue, SLAs and quality control KPIs.• Initiating, and attending meetings and conference calls internally with PMs, CSMs and other entities (Security , Messaging , Voice,.. teams) to define and/or modify and agree on internal processes, OLAs and interlocks to fulfil agreed customer requirements .• Measuring, Monitoring and reporting quality of right first time and on-time change implementation• Setting and closely monitoring short and long-term goals, objectives, and KPIs for the overall team and for team individuals.• Proposing and following up on Service improvement plan (SIP) initiatives and actions to meet customer expectations based on measured change quality.• Managed and assessed required resources and target timelines for new project assignments.• Creating individual and team training and development plans for team members to assure agreed quality levels.• Assure contentious knowledge transfer among team members.• Conducted one to one meetings for staff appraisals.• Conducted regular staff meetings.• Interviewed and evaluated job applicants.• Provided monthly Score card with audit in a timely manner.• Created and Managed team’s roster to assure continuous work flow and 24*7 support.• Assessing staff adherence to policy standards.• Acted as the 1st level of escalations dealing with them on priority. • Acted as the backup of the upper manager whenever needed Show less

• 

  Rainbow Apparel Co

  Sept 2018 - Apr 2021

  Manager

  Handle and manage cash register (open and close store)Balance cash register and prepare bank deposits Follow and Inforce loss prevention rules and regulationsInsure cashiers compliance to company rules and regulations (dual control and money handling procedures ) Monitors training progress of all store Employees in all areas (i.e. Register, customer service, security, etc.) In addition to ensuring the proper Orientation and training of Junior Assistant Manager and Associates.Recruits, select and disciplines all store employees, ensuring proper operations.Recommends employees to Branch Manager for merit increases, promotions and/or disciplinary action based on their performance and level of achievement.Performs regular evaluations of employees' performance and coach’s employees in areas where improvement is required to maintain acceptable standards.Assures compliance with Federal and State, Wage and Hour, EEOC and OSHA laws, including display of appropriate posters. Show less

• 

  Mid Atlantic Construction Group

  Apr 2021 - Mar 2022

  Project Manager
• 

  Bank of America

  Mar 2022 - now

  • Senior Banking Officer

    Jan 2025 - now

  • Relationship Banker

    Mar 2022 - Jan 2025