Nagy Mourad Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Australia

Over the last twenty years, I have managed Field and Business Operations for NBN, Optus, Telstra and Foxtel delivering outstanding results against KPI's, SLA's and Customer Experience.I managed contract mobilisation, project start-ups, activation programs, Transformation projects and culture improvement initiatives.I have also been managing residential townhouse developments of my own and experiencing how similar, yet vastly different, the construction industry operates despite Project Management pillars being the same.

Melbourne, Australia

Appointed to lead a team of commercial managers and performance specialists in a dual role of field operation and contract management. Helped to set processes for the new workgroup and extensively worked at establishing a positive collaborative relationship with NBN Delivery Partners.• Improved performance and customer experience by leading a team who had two-fold accountability of contract management and field operation management simultaneously.• Activity negotiated scopes, variations and claims and collaboratively worked with delivery partners ensuring quality and commercial management of NBN Customer activation scale.

Melbourne, Australia

Hired by NBN to establish all the systems, processes and models needed for the success of the launch of NBN’s MDU rollout activity. Succeeded in establishing a cross-organisation net of support that allowed to excel in the delivery of targets.• Successfully delivered the very first Batch of Brownfield MDUs in the history of NBN Co Ready-For-Service ahead of the targeted timeline.• Facilitated the on-boarding and engagement of contracting companies which facilitated the delivery of MDU projects. • Documented and facilitated Post-Implementation-Review sessions at strategically selected times to make sure NBN Co has documented the learnings from first rounds of activities.• Worked with internal and external stakeholders to test the feasibility and scalability of the enormous MDU activity that we, as NBN Co are rolling out.

Melbourne, Australia

Headhunted by Stream from BSA to develop and operate contract between Stream and Broadcast Services Australia (BSA) on a national level. Successfully delivered outstanding performance against KPIs, which increased revenue and improved culture.• Analysed database information to pinpoint specific skills gaps and training needs in relation to customer service KPIs. Scheduled, designed and implemented national training programs to address the needs, that resulted in national attainment of KPIs six weeks prior to the end of financial year deadline. Training sessions included professional development, prior learning evaluation, management and leadership skills, customer service, desktop and technical training.• Successfully introduced VOC (Voice-of-the-Customer) customer experience survey system to Field contractors, contributing to the main Optus Vision of outstanding customer experience. Several international telecommunication companies have asked to replicate this system for their use.• Involved in the introduction of scorecard KPIs as a change management agent, resulting in improved performance.• Facilitated several Leadership seminars at senior management level by personally designing and writing the training sessions.

Melbourne, Australia

Promoted to the role of Operations Manager by BSA, accountable for the Hybrid-Fibre-Coaxial network installations of telephony, broadband and Pay-TV for the state of Victoria. Set up all areas of the new operations department for BSA, who were newly contracted to Optus. In-charge with the delivery of operational performance and achievement of KPIs. The department was operational and competing with fully-fledged industry competitors within five months.• Instigated and achieved an improvement in the rate of “appointments on time” from 80% to 98% resulting in increased productivity, workforce earnings and customer satisfaction.• Designed, developed and implemented a new OH&S training and accreditation system, ensuring workforce was trained to operate at a high standard of workplace safety.• Increased completion rate of all Optus installations for Victoria from 70% to 90% that reflected in increased profitability.• Embarked on a course of self-study management and leadership. This study was undertaken at MBA level.

Quality Assurance for installation team, satellite department at BSA ltd on the Foxtel project.Project Manager - Telstra Projects - BSA Ltd

Australia

Australia

One of the first companies to install satellite dishes and distribution networks: SMATV, MATV, CATV & CCTV.

Bachelor Of Science (B.Sc.), Telecommunications Engineering

Certificate, Project Management

High School

Advanced Diploma Of Management