Ramy Hussein
Giza
Summary
Adept at deconstructing and planning stories in order to promote improvements to product design and implementation. Excellent relationship-building, organizational, and project management skills with a focus on overcoming technical challenges and implementing successful resolutions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
Product Owner
Vodafone VOIS
1 2021 - Current
- Product Owning ServiceNow and AWS Connect
- Working with the teams collecting business requirements nd present it back to architectures, BAs and developers
- maintaining the backlog each quarter ensure prioritization across all presented features.
- working with testing team and release train managers to ensure smooth delivery
- Works with cross-functional teams and various stakeholders, including analytics, design/user experience, engineering, and user enablement
- Works in an Agile environment and continuously reviews business needs, refines priorities, outlines milestones and deliverables, and identifies opportunities and risks
- Partners with stakeholders and customers across the organization to inform the product vision, strategy, features, and prioritization.
- Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
- Implemented Agile methodologies to increase team productivity and enhance overall project outcomes.
Digital Design Enablement Operations Senior Specialist
Vodafone VOIS
11.2016 - 12.2020
- Lead Hyper Care for Platform transformation from Remedy to ServiceNow
- Act as a subject matter expert for business application systems, and interface between end-users, technical support
- Responsible for the operation, support and maintenance in relationship to the company's IT systems within the Integration domain (main applications include but not limited to Service Now, and Vonage contact Center
- Second line support, maintenance of the IT applications and supervising role on supported application area
- Checks that both user and vendor SLA's are held and suggest improvements in all areas being supported
- Perform regularly scheduled system updates, changes and failover tests for assigned applications.
- Conducted regular performance reviews for team members, providing constructive feedback that encouraged continuous improvement.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
International Account Senior Advisor
Vodafone VOIS
02.2010 - 11.2016
- Proactively engaged with customers from diverse regions including Australia, New Zealand, the United Kingdom, and Ireland, addressing their inquiries promptly and effectively over the phone
- Spearheaded client relationship management, ensuring high levels of satisfaction and retention
- Demonstrated leadership capabilities by assuming the role of Team Leader, ensuring adherence to key performance indicators (KPIs), and providing coaching support to team members to enhance performance
- Orchestrated the successful launch of the platinum queue in Ireland account, a specialized customer service initiative aimed at providing world-class service to premium customers
- Played a pivotal role in conducting Net Promoter Score (NPS) analysis and gap assessments, offering valuable insights for enhancing customer satisfaction scores
- Developed comprehensive knowledge packs to address identified gaps, ensuring alignment with quality standards and company policies
- Assumed responsibilities as Duty Manager, overseeing service levels, minimizing unplanned events, and handling operational tasks efficiently
- Established strong partnerships with key stakeholders through consistent communication and collaboration efforts, promoting mutual success.
Telesales representative
Ameco Tech corporation
01.2009 - 01.2010
- Offering online advertising solutions and support for yellow pages USA campaign
- Demonstrates products and services to existing/potential customers and assist them in selecting those best suited to their needs.
- Expanded client base through proactive prospecting and building strong relationships with potential customers.
- Reduced call handling time by quickly resolving customer issues and addressing concerns professionally.
Education
Bachelor of Arts - Linguistics And Translation
Higher Institute of Languages
Cairo 09.2003 - 06.2007
Skills
Microsoft Office (Visio, Word, Excel, and Power Point)
Product Lifecycle Management
Stakeholder relationship management
Scrum Methodology
Release planning
User Story Creation
Agile Methodology
Service now,Jira,Remedy & Amazon Connect
Microsoft Office (Visio, Word, Excel, and Power Point)
Languages
Arabic (Mother Language)
English (Fluent)
Certification
Scrum Product Owner
Timeline
AWS Cloud Practitioner
01-2023
SAFE Agile
11-2022
Scrum Product Owner
09-2020
Digital Design Enablement Operations Senior Specialist
Vodafone VOIS
11.2016 - 12.2020
International Account Senior Advisor
Vodafone VOIS
02.2010 - 11.2016
Telesales representative
Ameco Tech corporation
01.2009 - 01.2010
Bachelor of Arts - Linguistics And Translation
Higher Institute of Languages
09.2003 - 06.2007
Product Owner
Vodafone VOIS
1 2021 - Current
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