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
Customer acquisition and retention
Customer engagement and assistance
Customer service and care
Gathering requirements
Test scripts and diagnostics
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