Michael Yanni

Experience

• 

  Orange Egypt

  Dec 2008 - Jan 2019

  • Strictly follows Incident Escalation Matrix to send communications to the right recipients according to the established SLAs.• Archives all the messages received by and/or sent from CMC hotline, and document the Log Book for all the incidents.• Reviews and updates CMC communication lists, Network SMS groups, Crisis Communication Guideline on a monthly-basis. • Reviews and updates incident escalation matrix in coordination with Global Supervision Team on a monthly-basis.• In coordination with HR, ensures that each supervisor has updated contacts of his/her team on a quarterly-basis.• In coordination with HR, reviews and updates complete Expats contacts on a quarterly-basis.• Obtains updated mobile dials for all employees from HR on a monthly-basis.• Sends Bulk SMSs to employees whenever needed.• Prepares a weekly report reconciling messages received from Global Supervision Teams and Incidents created on HP Open-View System and highlighting gaps.• Prepares a monthly report for all the incidents within the first week of every month.• Prepares post-incidents reports for major incidents within 10 days after the closure of such incidents.• Updates Serious Past Events Card by adding major incidents.• Follows up with problem owners to ensure closing all the pending incidents as well as concluding the actions identified following major incidents Schedules, Crisis Conference Calls on Crisis Conference Bridge when needed.• Maintains the status of Emergency Stock on a monthly-basis.• Manages the renewal of Crisis Communication Means (CMC Hotlines, Walkie-Talkie licenses and Satellite Phones on an annually-basis as well as the emerging issues). Show less

  • Business Continiuity and Crisis Management Team Leader

    Jan 2013 - Jan 2019

  • Outdoor Sales Representative

    Dec 2011 - Jan 2013

  • Senior Representative, Customer Service (250 Enterprise Customer Service)

    Dec 2008 - Dec 2011
• 

  Caritas Egypt

  Feb 2019 - Mar 2020

  Emergency Response Manager for Minor Refugees, UNHCR Partner
• 

  Coldwell Banker

  Mar 2020 - Jun 2020

  Real Estate Advisor
• 

  Philip Morris International

  Jun 2020 - Aug 2023

  • RRP Consumer Experience and Sales Expert at Philip Morris International, Dubai Duty Free

    May 2022 - Aug 2023

  • RRP Consumer Experience Team Leader, Egypt Duty Free

    Jun 2020 - May 2022
• 

  Mazaya

  Aug 2023 - now

  Global Travel Retail Brand Manager