My Main Responsibility was the quality and testing business owner managing a team of 32 quality Senior Specialists ensuring the quality, usability and customer acceptance for all new released products and services though all communication channels, Call Centers, Retail, Sales Website and Mobile Application with budget of 6 million EGP in addition to: -• Owning the governance meetings with the commercial teams• Monitor and Manage the Execution for all UAT procedures from Bug to fix. • Lead the Ongoing testing process for the existing products/services, to act as early indicators for any system glitches• Consciously working on enhancing the current experience & provide ideas to cover the reported gaps• Investigate the potential opportunities of cost reduction/revenue Proactively and creatively think of alternative methods to close all gaps that will affect commercial revenues • Report defects whenever they occur, track and monitor them

I was responsible for designing the customer experience along with share in developing the communication and the marketing plan for enterprise customers in addition to leading the enterprise communication team to achieve the following Objectives. • Leading the execution and Commercial Propositions Projects Execution• Responsible for the End to End Customer Experience Design For all Enterprise Services. • Responsible for all commercial and communication plan for all services across all Vodafone channels, Customer Care, Sales Team and Digital Channels • Owning the Knowledge Handover Process with Objective to handover all the know-how and the knowledge of all new products to the customer care team ensuring the quality and the clarity of the communication. • Owning the process of analyzing the voice of the customer and feedback across all channels and take the corrective actions across commercial, technology and marketing teams to ensure the quality of the products and the satisfaction of the enterprise customer • Own the end to end design of the customer care serving model for all products focusing the model from implementation, customer care staff experience and manage its impact of customer operations KPIs and targets • Responsible for the cost reduction process across all Services in collaboration with other stakeholders

Working on the execution of all commercial and consumer products execution• Design & Manage the Commercial propositions Service models & Customer experience in alignment with the Commercial plan & all Operation departments • Own end to end internal Communication& Knowledge management for all Commercial Activities

• Owning customer Experience for all commercial launches Coordinate all launches with all concerned stake holders (commercial, CC & Technology)• Analyze all launches' impact and customer feedback and include it to improvement plans • Own the internal communication plan for all commercial activities

• Owning End to End Customer Operation’s activities during night shift • Coordinate, manage & follow up all global issues with technical & commercial teams

• Handling customers’ inquiries and complaints for all products & services • 1st line technical support, responsible for validating and troubleshooting all technical complaints