Nada Youssef Email and Phone Number

• Leading and owning the audit team and the end-to-end audit process within the governance framework.• Working with technical and stakeholders to maintain Certifications (e.g. PCI, GDPR, ISO, COPC).• Coordinated and facilitated Internal Quarterly Business Reviews (QBRs) to monitor performance.• Compiled and delivered regular audit reports to the CEO.• Process Enhancement and Workflow Optimization.• Developed, maintained, and reviewed a comprehensive Risk Register… Show more • Leading and owning the audit team and the end-to-end audit process within the governance framework.• Working with technical and stakeholders to maintain Certifications (e.g. PCI, GDPR, ISO, COPC).• Coordinated and facilitated Internal Quarterly Business Reviews (QBRs) to monitor performance.• Compiled and delivered regular audit reports to the CEO.• Process Enhancement and Workflow Optimization.• Developed, maintained, and reviewed a comprehensive Risk Register annually.• Managed Corrective and Preventive Actions (CAPA) arising from internal and external audits.• Executing investigations. Show less

• Auditing all internal departments and external processes.• Monitor all operational heads and managers' key performance indicators.• Designing all operational processes.• Develop business plans/strategies• Identifying Risks and working on preventive action plans.• Manage relationships with Clients/Vendors.• Managing the VOC.• Managing budgets and directing agency resources.• Reducing Cost process.• Submit reports to the CEO on all matters of importance.•… Show more • Auditing all internal departments and external processes.• Monitor all operational heads and managers' key performance indicators.• Designing all operational processes.• Develop business plans/strategies• Identifying Risks and working on preventive action plans.• Manage relationships with Clients/Vendors.• Managing the VOC.• Managing budgets and directing agency resources.• Reducing Cost process.• Submit reports to the CEO on all matters of importance.• Create corrective and preventive action plans. Show less

• Lead and manage the quality management team/Audit team.• Maintaining ISO certificates (9001:2015, ISO EMS 14001:2015, OHSAS 18001:1999)• Establish and deploy quality and audit plans• Lead the implementation of the business process improvement projects using the six-sigma methodology• Determine, negotiate, and agree on in-house quality procedures, standards, and specifications• Work with operating staff to establish procedures, standards, and systems.• Worked as project… Show more • Lead and manage the quality management team/Audit team.• Maintaining ISO certificates (9001:2015, ISO EMS 14001:2015, OHSAS 18001:1999)• Establish and deploy quality and audit plans• Lead the implementation of the business process improvement projects using the six-sigma methodology• Determine, negotiate, and agree on in-house quality procedures, standards, and specifications• Work with operating staff to establish procedures, standards, and systems.• Worked as project management auditor.• Project handover Audit and authorization.• Designing and implementing Client Surveys (Reports, Analysis, and action plans) - VOC• Voice Of Employee Surveys - VOE (Reports, Analysis, areas of improvement, and action plans)• Designing and implementing the SLA agreement between departments (Gap analysis, SLA Improvement). Show less

• Lead a team of quality management senior business analysts, planned and implemented projects for process improvement and optimization• Created all needed processes to manage and control client requirements• Supervised the corporate lean Six Sigma projects, the voice of the client process, employee creativity engagement, and change management function• Established priorities and ensured maximum usage of assigned resources• Directed workers in quality assurance inspection and… Show more • Lead a team of quality management senior business analysts, planned and implemented projects for process improvement and optimization• Created all needed processes to manage and control client requirements• Supervised the corporate lean Six Sigma projects, the voice of the client process, employee creativity engagement, and change management function• Established priorities and ensured maximum usage of assigned resources• Directed workers in quality assurance inspection and testing, to ensure that establishment and regulatory standards are met• Assigned training of new workers to qualified workers. Show less

• Perform periodic audits (COPC 5.0a OSP, COPC 5.0a CSP, QMS 9001:2008, ISO EMS 14001:2004, OHSAS 18001:1999 ).• Benchmark performance against quality standards and market trends and make recommendations on key performance drivers.• Co-operate with a team of quality assurance business analysts, planning and implementing Six Sigma projects for process improvement and optimization.• Identify and develop plans for performance metrics.• Implement plans to initiate corrective action… Show more • Perform periodic audits (COPC 5.0a OSP, COPC 5.0a CSP, QMS 9001:2008, ISO EMS 14001:2004, OHSAS 18001:1999 ).• Benchmark performance against quality standards and market trends and make recommendations on key performance drivers.• Co-operate with a team of quality assurance business analysts, planning and implementing Six Sigma projects for process improvement and optimization.• Identify and develop plans for performance metrics.• Implement plans to initiate corrective action and continuous improvement to ensure operational objectives are met. Show less

• Provisioned technical assistance evaluation and developed management systems and standard operating procedures• Liaised with systems analysts and developers to assist in the design and development of automated business systems• Developed short-term forecasts of workload• Analyzed actual targets vs forecasted• Ensured service level targets were met; maintained the right headcount, and calculate call capacity• Improved processes and increased efficiency of operations by… Show more • Provisioned technical assistance evaluation and developed management systems and standard operating procedures• Liaised with systems analysts and developers to assist in the design and development of automated business systems• Developed short-term forecasts of workload• Analyzed actual targets vs forecasted• Ensured service level targets were met; maintained the right headcount, and calculate call capacity• Improved processes and increased efficiency of operations by recommending necessary changes Show less

• Distributing all tickets among Cisco’s teams.• Worked as an escalation point for the troubleshooting tickets• Managing all Cisco’s reports.• Tracked the aged and untouched tickets and reported to the account manager• Checked the Productivity of the account and improved it• Performed auditing tasks, queue master & delegation for the TL

• Worked on troubleshooting tickets for the customer• Handled and resolved customer complaints• Delighted customers, above and beyond the call of duty• Communicated and coordinated with internal departments to enhance the customer satisfaction factor and quality• Assured the profitable growth of Cisco's services that are correctly aligned with customer needs

• Offered specialist knowledge of subjects (History & Architecture)• Reported updates and issues to managers• Ensured that tour members booked to travel are in attendance• Taken care of the medical and food needs of the tourists• Maintained the route plan of the tourist areas