Noha Refaat Email & Phone Number

Egypt

Egypt

Spending 16+ years in corporate world in multinational & big local organizations and being passionate as well about Training, moving to Learning & Development and consultation field was a remarkable career transition. - Planning & Budgeting Business Consultant- A Certified Online and Offline Professional Trainer- Owner & Initiator of “Your Full Guide to Financial Wellbeing & Retirement Planning” Program categorized as:• The first specialized awareness & learning program in Egypt about financial wellbeing with all its inclusive aspects (personal finance & financial planning)• The only copyrighted financial content in Egypt, with a simplified application methodology providing simple automated lifetime tools & personalized calculators• An exclusive highlight & application of long-term finances covering for the 1st time the most neglected part of retirement planning in Arab worldFor the time being I would love to:• On Business Consultation Level: share my corporate working proficiency with companies & organizations for setting short and long term planning, budgeting & forecasting and business planning & analysis related exercises & initiatives.• On Consumer Level: help as many employees, individuals & groups set their own personal financial plans on both short & long-term basis through personalized financial plans & set them free from their worries regarding their future retirement years as well in a practical easy to apply methodology; exclusively for the first time in Egypt “As iam really grateful for my planning & budgeting career that positively impacted my personal life, i would sincerely love to transform such a life changing experience to people's day to day financial activities for a better lived stable life.”

Cairo Governorate, Egypt

• Initiating business support planning & budgeting section for decision making process support & better business efficiency• Responsible for building Planning and budgeting team structure & needed resources• Setting budget process and timeline with clear business internal and external departmental accountabilities• Setting monthly Opex & Capex tracking process internally & with Finance department• Initiating the first Y2019/Y2020 yearly budget and forecasting module , as well as the first year on year business planning long term module from Y2020 till Y2023 for all Opex and Capex lines• Working with Finance team to create business support cost centers• Highlighting for saving opportunities , operational and cost efficiency initiatives• Developing ongoing business cases for in sourcing & outsourcing business planning exercises for better cost & resources utilization • Participating in setting & updating companies’ strategic objectives and balance scorecards• Working on the running global & centralized projects serving Ibnsina strategic vision across departments• Working with compliance department for risk assessment exercises related to business support & procurement divisions• Creating organization charts for new business support unit sub-departments along with detailed business & technical job descriptions• Recommending departmental objectives & KPIs for existing and new sub-departments• Reporting the consolidated monthly departmental KPIs for business support functions requested for executives monthly dashboard review

Cairo Governorate, Egypt

-Participate in Customer Care regular planning exercises, and long term business plans.-Work on customer care capital and operational expenses’ projections-Identify and consolidate relevant historical data for budget preparation ensuring data integrity and alignment with global departmental objectives-Develop HC forecasting modules used for call center segmented sizing-Integrate projects plan highlighting for its priorities & planned milestones within planning exercises.-Provide capacity and accommodation plan for CC HC located within company premises-Provide budget recommendations for potential improvement and saving opportunities according to business priorities-Recommend changes in CC HC requirements, employment types and provide management with the supporting HC studies & suggest for reallocations for better utilization-Prepare budget presentations and summary dashboards providing global overview of CC year on year evolution presented to company executives-Validate & challenge reporting sources, ensuring accuracy & data consistency-Review and analyze actual results versus different CC budget versions, highlight for variances on financial or performance level that support management decision making process-Analyze CC global and segmented regular reports and highlight needs for operational changes in quality, productivity & cost indicators stating key change drivers along with relevant analysis-Ensure maximum utilization of resources and operational efficiency for call center in light of budget targets and certified performance standards-Recommend departmental KPIs & operational efficiency enhancement initiatives-Manage and report benchmarking exercise results ensuring accurate mapping with CC KPIs & definitions providing high level findings & recommendations to top management-Participate in business case development for CC Projects, providing needed inputs to projects team while assessing actual impact of launched projects versus projections

Cairo Governorate, Egypt

Cairo Governorate, Egypt

Cairo Governorate, Egypt

-Handle Enterprise termination requests for corporate accounts using the most appropriate saving initiatives. -Develop and design tailored offers to increase customer's loyalty & satisfaction and accordingly reduce potential churners.-Coordinate with commercial team to get the needed approvals for the tailored offers and follow up on its implementation as planned in a targeted interval of time.-Analyze & report top churn reasons in light of competitor products, services and tariffs.-Report on weekly, monthly, and annual basis all save and churn rates.

Cairo Governorate, Egypt

-Respond to enterprise high segment inbound calls in the targeted service level and appropriate quality standards.-Forward customer inquiries requiring special assistance or escalation, and follow up with CS back office departments to ensure cases resolution.-Keep updated with all offers, products and services in addition to system updates.-Record all details of customer inquiry and report out of pattern inquires to higher management.-Contribute in up selling of products & value added services.-Meet target of achieving highest level of customer satisfaction.