Mervat Fouad

Overview

In my role as Business Coordinator at German General Food Factory, I significantly enhanced operations and communication across various departments. My responsibilities encompassed coordination, process management, strategic execution, and support for daily and strategic business objectives.

Key Responsibilities

• Operational Coordination: I managed workforce scheduling, coordinated logistics for asset relocation, and addressed building maintenance issues, ensuring operational smoothness.
• Fleet and Transportation Management: I was in charge of fleet operations, including negotiating transportation contracts and managing external provider relations. I resolved driver-related issues, bolstering logistics compliance and efficiency.
• Financial Oversight: I supported financial operations, verified transactions, and coordinated salary calculations between HR and finance based on fingerprint data.
• Sales and Marketing Support: I played a crucial role in sales strategies by negotiating discounts, reviewing production costs, and aiding in new product branding.
• Administrative Support: I handled various administrative tasks such as scheduling meetings, overseeing inspections and processes, and managing office supplies.
• Vendor and Inventory Management: I sourced new vendors, managed deliveries, and controlled inventory levels to align with production needs.
• HR and Legal Compliance: I facilitated HR processes including recruitment and job offers, and ensured compliance with employment and safety regulations.
• Technology and Training: I worked closely with IT and finance to improve systems and processes, including managing ERP systems and organizing finance-related training.

Achievements

Enhanced communication within the company, reducing response times and improving issue resolution. Page 8 Optimized vendor and transportation management, enhancing supply chain efficiency and reducing operational costs.

• Successfully managing and delivered 5 high-impact governmental projects, exceeding client expectations and ensuring timely completion.
• Established and maintained key client relationships, including the Ministry of Interior (MOI), fostering collaboration and aligning project goals with client objectives.
• Led strategic oversight, ensuring efficient project execution and adherence to regulatory requirements.
• Implemented streamlined project management processes, resulting in improvement in project timelines and deliverables.
• Facilitated regular communication with stakeholders, providing transparent updates on project progress and addressing concerns proactively.
• Conducted risk assessments and mitigation strategies, minimizing project disruptions and enhancing overall project resilience.
• Collaborated with cross-functional teams to optimize resource allocation, leading to increase in project efficiency.

• Project Oversight: Successfully managed 5+ diverse pharmaceutical projects, ensuring timely delivery and client satisfaction.
• Jira Expertise: Proficient in setting up Jira projects, creating customized workflows for efficient project life cycle management.
• Client Collaboration: Established and nurtured relationships with key clients, including the Egyptian Drug Authority (EDA) and Roche Holding AG.
• Cross-functional Leadership: Led and inspired cross-functional teams, optimizing collaboration and achieving project milestones.

• Responsible for 10+ ongoing projects from initiation to launch varying from redesign to ongoing support projects.
• Created a new workflow for the technical tasks among Project management team and Development team using Clickup work management platforms to overcome Asana platform limitations.
• Ran pixel perfect QA tests on delivered features before presenting to client using different platforms such as browser stack.
• Created an internal task status workflow for development team for tickets handled by cross-functional teams.

• Analyzed cross-site feedback, extracting key learning points for 15+ projects, resulting in continuous improvement. Conducted root cause analysis, creating a detailed issue hierarchy, and achieved a 15% month-over-month improvement in issue resolution.
• Introduced new call quality attributes, contributing to a 10% overall enhancement in call quality.
• Collaborated in number analysis for WBR, MBR, and QBR, shaping account level action plans for improved performance.
• Integrated daily and account-level analysis, leading to a 20% increase in overall productivity. Established logical data relationships, revealing insights into call structure's impact on resolution, customer experience, AHT, and productivity.
• Led weekly listening sessions, evaluating 16 calls, fostering a customer-centric approach.
• Provided constructive feedback on customer feedback below 5, enhancing issue resolution and overall customer experience.
• Initiated quality dedicated sessions, incorporating call listening and role plays for expert attitude improvement.
• Active participation in weekly quality calibration sessions, ensuring adherence to policies, processes, and staying updated on best practices.

• Represents the "voice of the customer" by maintaining & prioritizing backlogs of Vodafone Cash Wallet Solution to ensure that the team is working on stories that maximize business value & deliver necessary fixes & functionality to all users.
• Possess an understanding of end-to-end experience in addition to core & VAS modules, integration & dependencies with Vodafone internal systems.
• Collaborates with cross-functional teams, & business partners in executing changes to production environment, new features assessment, design & implementation, & testing workshops.
• Gathers, analyzes & reports relevant information & needs of epics to partners & stakeholders, with Vodafone's pilot squad for Agile methodology migration.

• Freelance Web Developer and Product Designer working on various projects.
• Worked on a main project that featured a multi-page form with dynamic content based on uploaded files using WordPress during the pilot phase.
• Served as the Technical Project Manager, Web Designer, and Web Developer for the project.

• Gathering business & technical requirements for a new platform.
• Creating interconnected site structure & defining different color-coded content types & categories accordingly.
• Implementing features with ongoing process of enhancements based on users’ & editors’ feedback.
• API Integration with other platforms such as YouTube & content automatic creation.

• Ability to answer for more than 40 inquiry per day with minimal handling time.
• Troubleshooting various type of technical issues, including Network/Cell Towers issues, Internet device issues (MiFi, VPN), email support, android & IOS remote device support with minimal resolution time.
• Escalation & follow up with ongoing technical (including hardware issues) with consumers & network teams.
• Ability to provide floor support & come up with temporary work-arounds to solve ongoing outages.

• Manage all aspects of the customer relationship.
• Provide regular information to assist management with decision making.
• Assist senior management in developing and implementing the monthly account planning and activities.
• Strong writing and editing skills.
• Ability to write attention-grabbing media materials, client correspondence, reporting documents, agency and client blog posts and other integrated marketing materials.
• Manage billing process and play key role in budget development/ management.

• Manage more than 6 signed projects,
• Met with clients/stakeholders in addition to gathering necessary information for the projects & accounts.
• Gathered over leads by calling potential clients, visit exhibitions and conferences.
• Proposal write up and communication with Clients.
• Follow-up with potential clients and signing clients to conclude deal.
• Update company dashboard as required.
• Gather content & data related to Project, based on contract requirements if available.
• Discuss and brain storm Project concept with Designers and Project Managers.

• Team member of call center.
• Handle customer inquiries, complaints, billing, technical questions and made payment requests for Sirius XM radio.
• Activate, Deactivate and transfer services for customers.
• Explain products or services and prices, and answer questions from customers.

• Creating website layout/user interfaces by using standard HTML/CSS practices.
• Design and build websites with web applications and programming languages such as JavaScrip, PHP and DRUPAL.