- Conducted business analysis exercises through customer journey maps and canvas models when needed to. - Conducted qualitative and quantitative user research through focus group formation, phone interviews, f2f interviews, questionnaires, and surveys to test hypotheses and validate assumptions. - Created user flows and leading lo-fi workshops with product designers for an enhanced design approval cycle. - Wrote detailed user stories and acceptance criteria - Assisted QA… Show more - Conducted business analysis exercises through customer journey maps and canvas models when needed to. - Conducted qualitative and quantitative user research through focus group formation, phone interviews, f2f interviews, questionnaires, and surveys to test hypotheses and validate assumptions. - Created user flows and leading lo-fi workshops with product designers for an enhanced design approval cycle. - Wrote detailed user stories and acceptance criteria - Assisted QA engineers in API testing to ensure an optimized QA pipeline. - Led the scrum ceremonies across the product lifecycle to ensure delivery according to product roadmap. Show less

- Product management: involved in the product development process, creating user stories, acceptance criteria, and defining product requirements.- Working closely with cross-functional teams, including product managers, engineers, designers, and customer success, to drive product improvements based on user insights- New features: support Senior Product Managers in all aspects of product development and management - epics and features, product specifications, and other supporting… Show more - Product management: involved in the product development process, creating user stories, acceptance criteria, and defining product requirements.- Working closely with cross-functional teams, including product managers, engineers, designers, and customer success, to drive product improvements based on user insights- New features: support Senior Product Managers in all aspects of product development and management - epics and features, product specifications, and other supporting documentation.- Roadmap: Assist in developing and maintaining the product roadmap, ensuring alignment with business goals and objectives.- Life cycle management: Assist in the management of product life cycles, including product updates, enhancements, and end-of-life decisions.- Delivery: Support the coordination of feature launches, development workflow, and liaising with engineers in usability concerns ensuring prompt resolution, reporting, and identifying any bugs. Show less

- Creating a detailed business analysis, outlining problems, opportunities, and solutions for a business.- Gathering, validating, and documenting business requirements throughout customers’ demands.- Defined developer’s tasks and assigned timesheets as well as project vision- Works with development department in testing and implementing new product features and customer requirements.- Training clients’ staff on various sets of apps & Reviewed Apps/modules info.- Performed… Show more - Creating a detailed business analysis, outlining problems, opportunities, and solutions for a business.- Gathering, validating, and documenting business requirements throughout customers’ demands.- Defined developer’s tasks and assigned timesheets as well as project vision- Works with development department in testing and implementing new product features and customer requirements.- Training clients’ staff on various sets of apps & Reviewed Apps/modules info.- Performed tests to ensure process/cycle completion & clean delivery for sprints. - Creation of business process, solutions & communicating with clients throughout the software customization process to obtain feedback and approval.- Resolving conflicts and issues that occur among sprints.- Creating Finance, Project Management, Commercial cycles & implementation based on client’s business process. - Define and execute roadmap and translate this vision into action plans that serve and focus on strategic goals. Show less

- Responsible for sessions training and preparing materials.- Deliver activities & content through sessions to participants to maximize their potential & knowledge- Ensure every participant is applying what is taught throughout various conferences.

- Monitored and reported agents’ performance daily to flag recurring issues that increases agents’ KPIs average rate.- Monitored customers behavior to ensure that agents deliver FCR concept within the call.- Launched and designed new training tools to call center agents to ensure that they deliver Vodafone way. - Acted as complain team member to handle urgent complains on queue.- Investigate complex issues to determine root cause of technical failures and consumer… Show more - Monitored and reported agents’ performance daily to flag recurring issues that increases agents’ KPIs average rate.- Monitored customers behavior to ensure that agents deliver FCR concept within the call.- Launched and designed new training tools to call center agents to ensure that they deliver Vodafone way. - Acted as complain team member to handle urgent complains on queue.- Investigate complex issues to determine root cause of technical failures and consumer dissatisfaction.- Advocate for customers by identifying pain points that could be improved through targeted optimizations.- Handle escalated tickets, constantly assess the rationale for escalation processes, close feedback loop on agent performance with direct coaching and QA. Show less