UAT
Hi, I’m
Mohamed Abodaif
CUSTOMER SUCCESS AND OPERATIONS SENIOR MANAGER
Cairo
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
years of professional experience
3
years of post-secondary education
1
Certification
Work History
CariologyDubai
Customer Success And Operations Senior Manager
06.2020 - Current
Job overview
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked well in a team setting, providing support and guidance.
- Proved successful working within tight deadlines and a fast-paced environment.
- Paid attention to detail while completing assignments.
- Handling the client inquiries and complaints.
- Data analysis for the complaints.
- Set by weekly meetings with the clients to ensure the operation flow
- Managing work plan activates
- Managing team out of 5 Hero's
Paynas GlobalCairo
CUSTOMER SUCCESS MANAGER
02.2019 - 06.2021
Job overview
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Validate calls quality to enhance the customer experience
- Making squat analysis with all stakeholders to for all the new features and updates on the system
- Onboarding for the new clients along with training the employees on the system
UNHCRCairo
RESETTLEMENT SENIOR OFFICER
05.2018 - 01.2019
Job overview
- Supervising and conducting, if required, first instance and appeal interviews (complementary interviews, as necessary), draft RSD assessments.
- Supervising RSD related activities, including file management; reception of asylum seekers and refugees; interpretation complaint procedure; registration; scheduling of interviews; timely issuance of certificates and decisions.
- Ensuring access to the procedure, protection and assistance of asylum
- seekers and refugees in a manner adapted to applicants with specific needs
Vodafone EgyptCairo
QUALITY ASSURANCE TEAM LEADER (UAT ‘TESTING TEAM’)
08.2017 - 04.2018
Job overview
- Resolved problems, improved operations and provided exceptional service.
- Managed time efficiently in order to complete all tasks within deadlines.
- Managing UAT team
- Ensure that all products and offers are applied correctly.
- Decrease the calls on contact center with 50 to 60 % by enhance the products based on previous products or innovations.
- Enhance the products by selfhelp tools ‘Easy accesses’ to customers.
- Make a postproduction test after the product is live in order to confirm that the product applied correctly after implementation.
- Observe products after launching to confirm the product stability.
Vodafone EgyptCairo
COMMERCIAL PROJECT MANAGER – PRODUCT OWNER
07.2016 - 07.2017
Job overview
- Excellent communication skills, both verbal and written.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Developed and maintained courteous and effective working relationships.
- Applied effective time management techniques to meet tight deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Create work plans including budgeting
- In call reduction by 65% and tracked high number of activation and change rate plan activities.
Vodafone Egypt
HR ‘ASK HR ‘SENIOR SPECLIST (ON LOAN)
01.2016 - 05.2016
Job overview
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Worked flexible hours across night, weekend and holiday shifts.
- Answering All the employee personal inquires
- Get insights from employee calls to be shared by internal communication to reduce the HR inquires
- MOREOVER, we were recruiting internally
Vodafone egypt
QUALITY ASSURANCE SENIOR SPECLIST (UAT)
08.2013 - 12.2015
Job overview
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships.
- Ensure that all products and offers are applied correctly.
- Decrease the calls on contact center with 50 to 60 % by enhance the products based on previous products or innovations.
- Enhance the products by self-help tools ‘Easy accesses’ to customers.
- Make a postproduction test after the product is live in order to confirm that the product applied correctly after implementation.
Vodafone egypt
Senior Customer Service Specialist
01.2012 - 07.2013
Job overview
- Developed and maintained strong relationships with customers to foster repeat business.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
Education
Al-Azhar University Egypt
BBA from Accounting And Business Management
09.2006 - 05.2009
Skills
Operations understanding
Software
Certification
AUC HR foundation certificate
Timeline
Customer Success And Operations Senior Manager
Cariology
06.2020 - Current
CUSTOMER SUCCESS MANAGER
Paynas Global
02.2019 - 06.2021
RESETTLEMENT SENIOR OFFICER
UNHCR
05.2018 - 01.2019
QUALITY ASSURANCE TEAM LEADER (UAT ‘TESTING TEAM’)
Vodafone Egypt
08.2017 - 04.2018
COMMERCIAL PROJECT MANAGER – PRODUCT OWNER
Vodafone Egypt
07.2016 - 07.2017
HR ‘ASK HR ‘SENIOR SPECLIST (ON LOAN)
Vodafone Egypt
01.2016 - 05.2016
QUALITY ASSURANCE SENIOR SPECLIST (UAT)
Vodafone egypt
08.2013 - 12.2015
Senior Customer Service Specialist
Vodafone egypt
01.2012 - 07.2013
AUC HR foundation certificate
05-2011
Al-Azhar University
BBA from Accounting And Business Management
09.2006 - 05.2009
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