Mayada Ahmed Email and Phone Number

• Providing vision and direction to the Agile Automation team and stakeholders throughout the project and create requirements • Responsible to define automation goals and create a vision, roadmap for automation projects• Ensure that the team always has an adequate amount of prior prepared tasks to work on• Plan and prioritize product backlog for automating customer care back office tasks & ensure that the squad KPI’s are being achieved• Assess value, develop cases, and… Show more • Providing vision and direction to the Agile Automation team and stakeholders throughout the project and create requirements • Responsible to define automation goals and create a vision, roadmap for automation projects• Ensure that the team always has an adequate amount of prior prepared tasks to work on• Plan and prioritize product backlog for automating customer care back office tasks & ensure that the squad KPI’s are being achieved• Assess value, develop cases, and prioritize stories, epics and themes to ensure that the selected processes those with maximum value that are aligned with department strategy• Provide backlog management, iteration planning, and elaboration of the user stories• Work closely with customer care Management to create and maintain a product backlog that fulfills squad KPI’s• Lead the planning product release plans and set expectation for delivery of new functionalities• Provide an active role in mitigating impediments impacting successful team completion of Release/Sprint Goals Show less

• Accountable for customer channels management strategy and its implementation, ensure its alignment & integrity with strategic directions of the department • Ensure that all the new commercial activities will have simple and effective self-care tools work closely with stakeholders that all gaps are covered for better customer experience &cost efficiency• Ensure consistency in the experience across all customer channels• customer needs in response to commercial moves, competitive… Show more • Accountable for customer channels management strategy and its implementation, ensure its alignment & integrity with strategic directions of the department • Ensure that all the new commercial activities will have simple and effective self-care tools work closely with stakeholders that all gaps are covered for better customer experience &cost efficiency• Ensure consistency in the experience across all customer channels• customer needs in response to commercial moves, competitive activities or general factors affecting cost to serve.• Avail a new channels according to the customer needs.• Provide personalized self-care across all channels according to the customer needs, segment and value...etc• Ensure that self-care channels becomes preferred channels for Consumer, Enterprise & Internet customers. • Responsible for call reduction initiatives on VodaFone call centers• Monitor the efficiency of our self-care tools through analysis and surveys and measure the customer satisfaction• Ongoing review and analysis for the Self-care reports and performance and make sure to act quickly with all stakeholders to improve any issues that affect customer experience while dealing with any of the channels. Show less

• Responsible for end to end call center team operations including - Customer escalation handling - Team development and career planning - Coaching, and motivating people at pace- Floor Management and maintaining call center standards and KPIs - Monitoring calls quality and agents performance- Keeping a close eye on staff turnover, absenteeism and overtime• Work collectively with the team to enhance process flow and operations.• Analysis for calls in terms of… Show more • Responsible for end to end call center team operations including - Customer escalation handling - Team development and career planning - Coaching, and motivating people at pace- Floor Management and maintaining call center standards and KPIs - Monitoring calls quality and agents performance- Keeping a close eye on staff turnover, absenteeism and overtime• Work collectively with the team to enhance process flow and operations.• Analysis for calls in terms of numbers, handling time, reasons and customer satisfaction levels • Maintain desirable NPS score through close coaching of team and effective performance management Show less

• Ensure that all projects include all the work required to complete the project successfully• Ensure timely completion of all projects with efficient & effective delivery & within agreed upon deadlines.• Ensure execution of the process of identifying, analyzing and responding to project risk• Ensure that the project is completed within the approved budget.• Ensure timely and appropriate generation, collection, dissemination, and storage of project information as well as making… Show more • Ensure that all projects include all the work required to complete the project successfully• Ensure timely completion of all projects with efficient & effective delivery & within agreed upon deadlines.• Ensure execution of the process of identifying, analyzing and responding to project risk• Ensure that the project is completed within the approved budget.• Ensure timely and appropriate generation, collection, dissemination, and storage of project information as well as making the most effective use of the people involved with project activities.• Ensure maintaining good and healthy relationship with customers• Ensure abiding by all project management quality standards documented in the quality management plan Show less

• Responsible for call reduction initiatives on VodaFone call centers• Ongoing review and analysis for the Self-care reports and performance and make sure to act quickly to improve any issues that affect customer experience while dealing with any of the channels• Accountable for customer channels management strategy and its implementation, ensure its alignment & integrity with strategic directions of the department • Ensure that all the new commercial activities will have simple… Show more • Responsible for call reduction initiatives on VodaFone call centers• Ongoing review and analysis for the Self-care reports and performance and make sure to act quickly to improve any issues that affect customer experience while dealing with any of the channels• Accountable for customer channels management strategy and its implementation, ensure its alignment & integrity with strategic directions of the department • Ensure that all the new commercial activities will have simple and effective self-care tools work closely with stakeholders that all gaps are covered for better customer experience &cost efficiency• Ensure consistency in the experience across all customer channels• customer needs in response to commercial moves, competitive activities or general factors affecting cost to serve. Show less