SHADI MAHMOUD
Giza
Summary
Dynamic Service Transition Lead with a proven track record at VOIS, excelling in stakeholder management and project oversight. Adept at implementing quality assurance standards and enhancing processes, I leverage strong problem-solving skills to drive continuous improvement and ensure service excellence. Committed to aligning expectations and delivering impactful results.
Overview
11
11
years of professional experience
Work History
Service Transition lead - DE/EN
VOIS
Giza
02.2025 - Current
- Creation and implementation of service transition plans
- Coordination between projects, suppliers, and service teams
- Ensuring that all stakeholders understand the requirements
- Ensuring that services function under normal and exceptional circumstances
- Communicate with internal & external stakeholders to ensure expectations are aligned
- Monitoring the progress of handover activities (e.g., change, release, deployment)
- Assess potential risks and business impacts of service changes
HR & Quality assurance Senior specialist - DE/EN
Novartis Pharma S.A.E
Cairo
12.2022 - 01.2025
- Set objectives for the team and track progress.
- Design and implement QA plan for the team that promotes a compliant work environment.
- Develop processes and enhances guidelines.
- Support and suggest improvements to the entire process.
- Also participated in hiring process, by being a part of the interviews & the selection process
HR & Quality assurance specialist - DE/EN
Novartis Pharma S.A.E
Cairo
03.2021 - 11.2023
- Support the team in the operational conversion of P&O's strategic objectives.
- Provide support and specific advice in the implementation of processes and standards for all P&O Services aspects (e.g., Services, processes, continuous improvement, and provide guidance and assistance on problems and requests to customers/users through consulting and training.
- Support the identification and planning of services that P&O Services will provide.
- Support the evaluation of the services, processes, and continuous improvement in scope.
- Process audits and reviewing HR workflows (e.g., recruitment, onboarding, payroll) to ensure accuracy and compliance.
- Ensuring adherence to labor laws, internal policies, and industry standards.
- Monitoring HRIS (Human Resource Information Systems) for clean, reliable data.
- Continuous Improvement & Identifying inefficiencies, and recommending process enhancements
- Measuring satisfaction and engagement to ensure HR services meet expectations.
German Account Advisor
Vodafone DE
Giza
10.2019 - 09.2020
- Manage large amounts of inbound calls in a timely manner
- Identify customers' needs, clarify information, research every issue and provide solutions and/ or alternatives
- Of course to seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
Process Expert
Talabat - Delivery Hero
Cairo
03.2019 - 10.2019
- Set up, manage, edit und update workflows regularly according to the adjustments driven through customer experience reports
- Ask questions and creating the best case scenarios in which key customer-related peers are able to solve various queries
- Meeting with the stakeholders in order to create and agree to the guidelines on which advisers are meant to follow in order to offer the best customer service experience
Quality Assurance Specialist
RAYA Contact Center
Cairo
10.2017 - 02.2019
- Job roles were to Plan, conduct and monitor transactions handled by account advisers.
- Document internal audits and other quality assurance activities.
- Investigate customer complaints and non-conformance issues Collect and compile statistical quality data.
- Analyze data to identify areas for improvement in the quality system.
- Develop, recommend and monitor corrective and preventive action
International Chat Adviser
RAYA Contact Center
Cairo
01.2015 - 03.2016
- Manage inbound and/ or outbound chats;
- Follow various communication scripts when chatting to a caller;
- Handle customer escalations;
- Identify customer needs, answer questions and solve problems
Education
Bachelor degree - Accounting
Cairo University
Cairo06.2016
Skills
- Active listening skills
- Reporting and analytics
- Communication and stakeholder management
- Interpersonal skills
- Problem-solving skills
- Quality assurance standards
- Project management
- Customer relationship management
- Process auditing
Languages
English
Proficient (C2)
C2
German
Advanced (C1)
C1
Accomplishments
STAR AWARD - VOIS
Timeline
Service Transition lead - DE/EN
VOIS
02.2025 - Current
HR & Quality assurance Senior specialist - DE/EN
Novartis Pharma S.A.E
12.2022 - 01.2025
HR & Quality assurance specialist - DE/EN
Novartis Pharma S.A.E
03.2021 - 11.2023
German Account Advisor
Vodafone DE
10.2019 - 09.2020
Process Expert
Talabat - Delivery Hero
03.2019 - 10.2019
Quality Assurance Specialist
RAYA Contact Center
10.2017 - 02.2019
International Chat Adviser
RAYA Contact Center
01.2015 - 03.2016
Bachelor degree - Accounting
Cairo University