Sara Hany

• Support in the development and implementation of WE Data’s marketing plans and policies and procedures to ensure efficient and consistent operations
• Lead the development and execution of innovative marketing plans that align with company goals, resulting in increased market penetration and revenue growth
• Oversee a team of marketing and communication professionals, ensuring deliverables are met on time and within budget
• Manage the planning, implementation, and analysis of marketing campaigns, optimizing strategies based on performance data
• Foster relationships with external vendors, negotiating contracts and assessing proposals to ensure best practices in procurement
• Conduct comprehensive market analysis to identify trends, providing actionable insights that drive product development and marketing strategy
• Collaborate with cross-functional teams to develop business cases for new products, aligning with financial goals and customer needs
• Monitor and evaluate the performance of external agencies, ensuring adherence to quality standards and project timelines
• Developed products/projects: IOT platform, Road safety, VPSEI cloud, DELTA cloud, Video management system, Surveillance, Triple play, Interactive IPTV, Push to talk & video, Omni channel, Payment solutions, Tap 'n go, AI Voice Bot, AI transcription, CCAAS, IP Telephony...etc
• Established effective communication channels between departments, promoting collaboration and information sharing.
• Improved employee engagement rates through open lines communication forums where concerns could be addressed promptly and effectively.
• Optimized workflow processes for increased efficiency, resulting in reduced turnaround times for deliverables.
• Collaborated with stakeholders to develop clear objectives, strategies, timelines, budgets, risk assessments, monitoring plans, evaluations/results reporting frameworks for successful implementation of initiatives.
• Developed a comprehensive training program for new hires, resulting in reduced onboarding time and improved job satisfaction.
• Ensured compliance with industry regulations by conducting regular audits and implementing corrective actions as needed.
• Enhanced team productivity by providing ongoing coaching and professional development opportunities.
• Conducted performance reviews to identify employee strengths and encourage professional development opportunities.
• Generate training for sales team and team members to maintain high productivity and performance metrics.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Interacted well with customers to build connections and nurture relationships.
• Assisted in recruiting, hiring and training of team members.

Major achievements during 2024:

• Expanding Platforms team structure and hiring
• 70M Omni-channel Platform Rev. (EGP-Taxed) with 160% over-achievement [47M EGP achieved in 2023]
• 8 new POs acquired
• 5 new customers Onboarding-phase
• First STTR PO [interactive IPTV service]
• 5 POs acquired for unmanaged IP telephony
• 4 POs acquired for Cloud IVR

• Spearheaded various market research initiatives, overseeing over 20 project lifecycles from concept to analysis, resulting in a 30% improvement in project completion efficiency.
• Developed and implemented customer satisfaction surveys and loyalty programs, increasing customer retention rates by 25%.
• Analyzed competitive landscape and industry trends, leading to the development of strategies that enhanced market positioning and increased market share by 15%.
• Generated over 50 detailed reports and presentations for executive management, providing actionable insights that informed key strategic decisions.
• Managed TE DATA Enterprise Complaints in the ECRM Division, resolving 90% of cases within SLA and contributing to a 20% improvement in customer satisfaction ratings.
• Conducted comprehensive studies, including:
  Promo Tracker
  ADSL trim
  CSAT & NPS trim
  Retail study
  Enterprise Spoc U & A
  Enterprise End User U & A
  Enterprise sizing
  Loyalty program
  MNP
  Network satisfaction
  Home solution
  Digital platforms
  Promo churn
  Courtesy Surveys
  WE Acquisition
  Network Survey
  Retail survey
  Nitro
  Ad-hoc projects
  Market Moves
  AVL campaigns
  

• Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
• Managed thousands of customer complaints and inquiries annually through an E-Ticketing system, improving response times by 30% and increasing customer satisfaction ratings by 20%.
• Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures.
• Trained and mentored 15 new employees, ensuring a 95% compliance rate with customer service and complaint resolution processes.
• Collaborated with technical teams to resolve over 90% of customer issues within SLA, minimizing disruptions and enhancing service quality by 25%.
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• Ensured 100% accuracy in financial validations and documentation for over hundreds of customer orders and billing inquiries annually.
• Issued over 500 debit and credit notes for customers on Oracle AR, maintaining compliance with company policies.
• Reviewed and approved over hundreds customer renewals monthly, contributing to a 15% increase in renewal rate.
• Resolved technical and commercial customer complaints, reducing resolution times by 25% and improving satisfaction scores.
• Created and analyzed monthly reports on customer feedback and service issues, providing insights that led to a 10% improvement in strategic decision-making processes.

• Provided technical support and troubleshooting expertise, minimizing downtime and maintaining productivity levels.
• Provided technical support to thousand of customers, resolving 85% of issues on first contact and escalating complex cases to senior technical teams.
• Maintained detailed records of customer interactions and technical issues, identifying recurring trends and reducing repeat incidents by 20%.
• Analyzed customer problems and transferred unresolved cases to second-level support, ensuring a 98% resolution rate within SLA.
• Initiated thousand of tickets on the CRM system annually, ensuring accurate tracking and documentation of all handled cases.
• Notified supervisors and reported escalated issues promptly, reducing customer downtime by 15% and improving service reliability.
• Maximized user satisfaction by providing timely technical support and resolving issues efficiently.