Heba Hammad Email & Phone Number

Cairo, Egypt

Reporting on monthly revenues and YTD revenues, by line of business by disciplineVariance reporting; actuals to forecast, monthly and YTD to include best/worst case.Performance vs Budget reporting, gap analysisProduction of monthly business review reporting pack and attendance at business reviewsTracking of all non-recognized revenues with particular focus on GAM, B-end accounts and LPBudgeting/Reforecasting Analysis & alignmentMonthly credit report analysis and follow-upDocuments and assists in communicating/delivering planTracks progress against internal initiatives/milestones and project plans and predicts completion timesSupplies requested information to practice heads and regional managers as and when required in a timely mannerHistoric and forward looking reporting on time-tracking and utilization analysis/reporting for the teamWork with managers to improve ARVIWill be able to recommend to the business improvements and measures that can be taken to improve efficiency/results and increase growth/profitabilityEnsures all data is prepared, reviewed and submitted by the deadlines with supporting documentation for audit purposes.Liaison with Sales Ops, Business Ops, Finance & LP Team to ensure timely recovery of revenuesTracking of all accrued/deferred/journal revenuesEnsure GOLD orders delivering GS revenues are tracked, recorded correctly, attendance at Order Council.Ad-hoc analysis of Sales to Cash performanceEnsures accuracy of Rolf for prospects and secured revenuesPerforms UAT/Regression testing on request from the regionOrganise bi-weekly pipeline meeting, encourages consistent attendance – follows up actions resultingTracks suspects and follows up entry into forecasting toolReport & communicate to all consultants who fail to update ROLF tool by month end or have inaccuracies in their forecasts

Cairo, Egypt

Direct and manage project development from beginning to end :-Communicating with project Team to obtain or provide data. Communicating with vendors, subcontractors, shipping agencies and other stakeholders to arrange project related deals.Coordinating with project owners, Project Manager and project team to manage the scope, schedule and budget of the project.Arranging travel and shipping arrangements and expense reports. Preparing and/or edit meeting agendas, minutes, presentations and tables.Compiling periodical reports as instructed. Preparing projects' financial reports. Managing projects' costs and budgets. Communicating with international organizations, vendors, subcontractors, shipping agencies, and other stakeholders to arrange all financial and accounting issues.

Egypt

Project Management PlanningCost ManagementTime ManagementSoftware Quality ManagementContract AdministrationSafety Management

•Design, develop and deliver a proactive program of Supervisory Skills training for all appropriate staff as required.•Design, develop and deliver proactive training on HR issues for line managers.•Develop an annual training plan for all relevant staff.•To liaise and develop relationships with education and learning establishments.•To utilize staff performance reviews for the identification of training needs for relevant staff.• Negotiate fees and contracts with external training consultants, in conjunction with the HR Manager.•Ensure the effective maintenance and administration of all training expenses.•Constantly evaluate, update and improve all training provided to relevant Sykes staff •Provide regular reports on training activity to the Regional Team Manager.•Focal point for all language institutes to facilitate development programs

Quality Duties:•Conduct ongoing analysis of quality of service results and process flows and provides process recommendations this includes maintaining ongoing reporting and analysis using different techniques:--Correlation 1st level and 2nd Level -Regression.-Pareto analysis -Breakdown for all the attributes -Recommending corrective actions and preventive actions.•Focal point on process management, interacting with multiple locations to ensure consistency and building leading edge delivery processes. •Leading and facilitating improvement projects using structured improvement processes.•Responsible for gaining agreement and support of other teams within Sykes to ensure integration with the business and successful implementation. Training Duties:•Responsible for TSR and management training • Responsible to develop strategies to enhance training processes and efficiency.•Responsible in terms of planning, designing and implementing training programs that deliver TSR ready for live support within the agreed contract.

•Responsible for CSR/TSR training for all MS products and product licensing supporting ex :Windows server 2008 ,Microsoft Exchange server 2007,Microsoft ISA Server 2006 ,Microsoft Forefront…•Responsible for developing actions to achieve higher quality of service and organizational efficiency •Conduct ongoing analysis of quality of service results and process flows and provides process recommendations •Focal point on process management, interacting with multiple locations to ensure consistency and building leading edge delivery processes •Responsible for advising business managers in developing tactical and business planning processes •Responsible for CSR and management training for entire contract •Close co-operation with the Microsoft Readiness Manager in order to plan all training needed prior to launch date.•Responsible to develop strategies to enhance training processes and efficiency.•Responsible in terms of planning, designing and implementing training programs that deliver CSRs ready for live support.•Ensure trainees provide feed-back on sessions; analyze the feed-back and propose changes/improvements to the training.

Receives customers calls and provide technical point of contact for customers’ incidents owns the resolution responsibility of the reported customer incidents either solely or with the help / intervention of other teams Diagnose fault related incidents by effectively utilizing software diagnostics and other network/product utility programs Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner liaise and refer issues to the relevant entities and other vendors/third parties as appropriate performs technical escalations to different teams in line with company procedure and service excellence policy performs management escalation in line with company procedure and service excellence policy

V.Good, Communication & Copmuter

High School