Radwa Assal
Incident And Stakeholder Manager
6th Of October,Giza
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
19
19
years of professional experience
3
3
Languages
Work History
CIoT Incident and Stakeholder Manager
Vodafone VOIS
12.2020 - Current
- Overseeing the incident management process and team members involved in resolving the incident
- Responding to a reported service incident, identifying the cause, and initiating the incident management process
- Coordinate activities among support groups of various levels when needed, to resolve the incident, facilitate communication and coordination, and ensure adherence to Service Level requirements
- To drive the efficiency and effectiveness of the CIoT incident management process, and to drive client satisfaction through the delivery of quality and timely services
- Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures
- Collaborating with the incident management team to ensure that all protocols are diligently followed
- Adjusting the incident management process as required to ensure its effectiveness
- And to make recommendations for improvements
- Communicating with upper management if major issues are found in the IT system
- Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
Compliance and incident management Supervisor
Vodafone VSSE (UK Account)
02.2018 - 12.2020
- Act as a compliance assurance catalyst for all Vodafone UK current processes and required change
- Maintain communication channels needed to support closure of non-compliance and act as a focal point between client and operations
- Achievement of service targets through people and team management also communication of results on a daily and weekly basis
- Act as a focal point between client, operation, and relevant support function
- Management and assessment of knowledge and skills of individuals and implementation of performance development plans
- Take corrective and preventive actions to avoid any prospect Compliance issues
- Ensuring compliance to application security and accessibility protection measures
- Manage FBL (CEO escalations) effectively and assure proper action and the feedback loop is closed
- Manage Leakage and NBA targets to assure the site achieves them
- Review Compliance reports efficiently and effectively in accordance with the UK policy in the UK Account
- Monitor daily performance against SLA targets and perform Trend Analysis of daily performance to forecast plans of expected SLA and requirements to achieve targets
- Manage escalations and perform Root Cause Analysis (RCA) to identify gaps and take corrective actions with proper communication to different stakeholders
- Manage relationship with 3rd line teams and 3rd party partners / vendors and Support when needed to improve SLA/OLA performance and advise on best practice.
International Account Supervisor
Vodafone VSSE (New Zealand/UK Account)
- 01.2018
- Managing a team of 20+ agents, and assuring their daily/monthly/yearly KPIs are achieved
- Offering managerial and quality guidance to team members to help them not only achieve their job requirements, but also realize their career path in the corporation
- Direct handling of customer complaints to assure best customer experience
- Coaching team members through creating knowledge training packs, enhancing communication skills and awareness of company policy and management
- Leading shared services teams across UK account to calculate/evaluate performance across queue for 500+ agents in addition to 30+ team managers
- UK Account performance management, through gathering data and performance figures across the year and highlighting the pitfalls and weaknesses to be avoided in the future and to have performance improved
- One of the key players in launching Inbound/ Outbound ERC (extreme repeat callers) project across UK account, which works on reducing customer complaints through continuous work to upgrade current processes and meet customer expectations
- Creating training material for project launch to ensure smooth launch and 100% understanding of the goals behind the project
- Contributing in the hiring process for both UK account and extreme repeat callers project, through interviews and best candidate selection.
International Account Advisor
Vodafone VSSE (New Zealand Operations)
01.2009 - 09.2010
- Acting as a frontline interface with customers of Vodafone New Zealand
- Part of the team that launched the Net Promoter Score on New Zealand account
- Part of the team that launched a sales campaign for Vodafone Services to meet customer usage
- Mentor new team members and support new employees
- Handling team members daily requirement and annual leaves arrangements.
Senior Editor & Office Manager
Global Village Productions
11.2008 - 12.2008
- Leading Editorial team and handling all editorial content for organization magazine and tourism book
- Handling client meetings and set date lines and assuring they are met through our team
- Overlooking a cooperation between internal departments to assure better service to client
- Working with graphics team, to make sue graphics and book covers match the content.
Internship
AMIDEAST
07.2005 - 09.2005
- Responsible for providing administrative support to staff managing educational and training programs
- Advising students of courses and programs in our office
- Supervising placements tests for students.
Education
Strategic procurement management certificate - undefined
AUC
Simulation Celemi Cayenne-securing project success– - undefined
Project Management professional certificate from - undefined
RITI
COPC High performance management techniques training program - undefined
Bachelor Of Arts - Linguistics
Linguistics And Translation
Helwan06.2008
High School - Biology
Our Lady of Perpetual Succor School
Heliopolis 06.2004
Skills
Microsoft office (Word ,Excel , one note, Power Point)
Timeline
CIoT Incident and Stakeholder Manager
Vodafone VOIS
12.2020 - Current
Compliance and incident management Supervisor
Vodafone VSSE (UK Account)
02.2018 - 12.2020
International Account Advisor
Vodafone VSSE (New Zealand Operations)
01.2009 - 09.2010
Senior Editor & Office Manager
Global Village Productions
11.2008 - 12.2008
Internship
AMIDEAST
07.2005 - 09.2005
International Account Supervisor
Vodafone VSSE (New Zealand/UK Account)
- 01.2018
Strategic procurement management certificate - undefined
AUC
Simulation Celemi Cayenne-securing project success– - undefined
Project Management professional certificate from - undefined
RITI
COPC High performance management techniques training program - undefined
Bachelor Of Arts - Linguistics
Linguistics And Translation
High School - Biology
Our Lady of Perpetual Succor School
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