Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Timeline
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Mai Mostafa

Mai Mostafa

Sr. Supervisor, VAS Projects, Commercial
Cairo

Summary

Senior Supervisor skilled in VAS Projects Management and managing complex projects with general oversight. Effectively communicates within and outside function to gain cooperation on operational processes, practices and procedures. Documented leadership success in making moderate to substantial improvements to enhance staff training and productivity and achieve goals.

Overview

8
8
years of professional experience
8
8
years of post-secondary education
3
3
Languages

Work History

Sr. Supervisor, VAS Solutions & Project Management

Orange Egypt
Cairo
12.2021 - Current
  • Solution Design Management

1. Manage the feasibility assessment of new concepts
including concept approvals, validations and
simplifications.
2. Own the Service Description, by submitting a
comprehensive version 2 to 3 days before assessment.
3. Responsible on SD service description closure and sign off


  • VAS Mega

Evaluation of the overall PM activities of the highest
priority project throughout delivery and post launch
handling

High Priority Projects : Spotify, TOD


Lead, Customer Care Commercial Projects

Orange Egypt
Cairo
01.2019 - 12.2020
  • Manage projects enhancements and outbound campaigns that benefit CS operational efficiency, enhancing customer experience and budgetary issues.
  • Ensure that CS requirements are submitted on time to project managers in Marketing and Product & Services development departments.
  • Preform regular updates to concerned functions heads within CS for his/her assigned projects.
  • Ensure that Customer Service requirements are aligned together and with CS KPIs along with giving a regular feedback from CS teams on overall CS operational efficiency to Commercial.
  • Provide CS teams with inputs needed to develop front-liners briefing prior to launch.
  • Update IVR content upon offer change/end.
  • Report impacts on CS KPIs and voice of the customer.
  • Prepare and validate scripts, handling SMS campaigns and escalating major failures to commercial.
  • Ensure that CS agents gets required training before project launch depending on its complexity.
  • Provide post launch feedback to Marketing, Customer Service and Products & Services development departments.
  • Ensure content accuracy and consistency among all customer touch points IVR, INTRANET, VRS, SMS, etc.
  • Ensure that ideas and proposals raised from CS teams are submitted to Marketing/Technology teams for checking feasibility and working on its implementation if needed.

Team Leader, Call Center - Enterprise

Orange Egypt
Cairo
06.2014 - 01.2019
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Lead Enterprise Preferred Agent team by handling all the required activities that maintain smooth operations across the team through providing guidance and support staff members.
  • Ensure proper handling of all incoming/outgoing calls of the call center.
  • Follow-up on the coordination with other concerned departments to ensure timely customers’ complaints resolution.
  • Communicate process between the Call Center team and other sub-departments.
  • Monitor the requested staffed time on a daily basis to minimize lost call rate.
  • Contribute to the development, definition and implementation of quality and standards.
  • Provide on the job training for new hires.
  • Present updates on operational issues and propose new ideas for enhancement proactively with higher management.
  • Ensure that all requests and actions are finalized within the predetermined SLAs.
  • Escalate problems and provides relevant feedback to the right channels.
  • Perform sample monitoring to check quality standards among team members.
  • Suggest tools and communication channels to share new ideas generated from subordinates with the right concerned parties.
  • Monitor staff performance by revising their work and provide required instructions and guidance.
  • Motivate staff through incentives and rewards aiming at employees satisfaction & better performance.
  • Hold regular meetings with team members to strengthen communication and ensure sharing the same message.
  • Conduct visits, when needed, to contact persons.

Counter Sales Agent

Option Travel
Cairo
11.2010 - 11.2011
  • Answered telephone calls to offer information and promote business products.
  • Achieved personal sales goals with great upselling and cross-selling abilities.
  • Consulted with customers to uncover unique needs and match to best-fit product or service solutions.
  • Maintained clean, organized and professional counter space with continuous upkeep.
  • Perform all the operations of the company like taking reservations either by mails or directly from the clients (whether Egyptians or foreigners), and provide customer service to clients
  • Welcomed customers and offered immediate assistance in line with business policies.
  • Finalized sales by completing payments and required paperwork.
  • Managed rentals and returns processes for diverse customers.

Education

MBA - Marketing And Strategic Management

German University in Cairo GUC
Cairo
10.2017 - 10.2021

Bachelor of Arts - Foreign Languages And Literatures

Al-Alsun Faculty
Cairo
10.2005 - 07.2009

Skills

Solutions-focused

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Accomplishments

  • Achieved Etoile recognition through effectively helping with Spotify project delivery.
  • Resolved product issue through consumer testing.
  • One of team members who were responsible for launch of Spotify & TOD projects

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Sr. Supervisor, VAS Solutions & Project Management

Orange Egypt
12.2021 - Current

Lead, Customer Care Commercial Projects

Orange Egypt
01.2019 - 12.2020

MBA - Marketing And Strategic Management

German University in Cairo GUC
10.2017 - 10.2021

Team Leader, Call Center - Enterprise

Orange Egypt
06.2014 - 01.2019

Counter Sales Agent

Option Travel
11.2010 - 11.2011

Bachelor of Arts - Foreign Languages And Literatures

Al-Alsun Faculty
10.2005 - 07.2009
Mai MostafaSr. Supervisor, VAS Projects, Commercial