Summary
Overview
Work history
Education
Skills
Languages
Certification
Timeline
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Sherif Zakaria Gamal Eldin

Sherif Zakaria Gamal Eldin

Manial,Egypt

Summary

seasoned professional with over 25 extensive experiences in managing large scale projects as digital transformation and business continuity management. My focus on strategic planning, leadership, and project management has allowed me to successfully implement innovative solutions and enhance operational efficiency within organizations. I am passionate about leading cross-functional teams to achieve compelling results in constantly evolving environments



Overview

27
27
years of professional experience
1
1
Certification

Work history

Digital Transformation Manager

e& Egypt
Cairo, Egypt
07.2024 - Current
  • Collaborate with cross-departmental teams to develop digital capabilities, platforms, and business models.
  • Implemented digital transformation framework across the organization through utilizing new technologies and highly effective business processes in alignment with business unit’s strategic goals
  • Develop and manage project timelines, milestones, and KPIs, ensuring on-time, on-budget delivery.
  • Monitor and report on digital transformation KPIs, identifying gaps and areas for improvement.
  • Design dashboards for digital initiatives, analyze data for continuous enhancement, and present
  • insights to top management.
  • Develop AI strategies and oversee their implementation in collaboration with e& Group AI.
  • Assign KPIs across departments to ensure strategic goals are achieved
  • Achieve operations excellence enhancement for both Financial and operations efficiency pillars
  • EBITDA enhancement with AI initiatives

Business continuity and Crisis Management Manager

e& Egypt
05.2018 - 06.2024
  • Developed and maintained Business Continuity policies aligned with ISO 22301 standards.
  • Managed BCM lifecycle, including risk assessments, Business Impact Analyses, testing, and audits.
  • Coordinated crisis management activities, established Crisis Management Teams (CMT), and conducted training and drills.
  • Monitored incidents, declared crises, and ensured organizational resilience through proactive planning.
  • Maintained continuous communication with the Etisalat Group and external vendors to ensure compliance and readiness.
  • Designed and implemented crisis mitigation plans and emergency response frameworks

Tele sales and Fulfillment Manager

e& Egypt
10.2010 - 04.2018
  • Lead a team of 150 agents to achieve department’s targets
  • Contribute to e& sales force achievements
  • Develop and implement sales strategies
  • Oversaw budget and resource allocation to Telesales operations while maintaining cost efficiency to ensure channel efficiency
  • Achieve 20% of Postpaid lines total sales
  • Achieve 25% of ADSL total sales
  • Tailor suitable offers for potential customers
  • Manage a complete fulfillment system for all sold lines
  • Hire outsourced entities to upsell products for e& using the successful available platform
  • Fulfill and activate ADSL lines and taking the role of ADSL back office for the whole company sales with Telecom Egypt

Back office, complaints and retention Senior Super

e& Egypt
05.2008 - 09.2010
  • Lead a team of complaints and retention handling professionals to deal with dissatisfied customers
  • Handling all network complaints and making a strong communication channels with all Technical and IT teams
  • Handling all kinds of complaints including Billing disputes , mishandling complaints
  • Execute a study for all complaints and churners reasons to develop a route cause resolution for repetitive complaints
  • First call resolution and empower first liners to enhance the team efficiency
  • Design retention compensation matrix to retain potential churners

Customer experience & campaigns Supervisor

e& Egypt
02.2007 - 04.2008
  • Lead a team of representative of customer experience and outbound professionals to communicate with customers
  • Execute marketing campaigns through different communication channels
  • Analyze customer’s feedback and results from the executed campaigns
  • Oversee end to end campaign management including content, creation, results and performance tracking to achieve business objectives
  • Collaborate with cross functional teams to achieve best results from the conducted campaigns

Orange Directory and Outbound Team leader

Orange
04.2002 - 01.2007
  • Handle and conduct all retention and marketing campaigns Participations in offers design, scripts and reporting
  • Lead a team of Outbound representatives
  • Monitor and supervise all daily operation
  • Responsible for directory function operations

Senior Retention representative

Orange
08.2000 - 03.2002
  • Engage with customers at risk to churn
  • Achieve 90% retention for handled cases
  • Resolve complex customers complaints related to billing, network and service quality issues


Store representative

Orange
05.1998 - 07.2000
  • Sales and revenue generation
  • Technical assistance and proper troubleshooting for customers inquiries
  • Handle all retail operations
  • Proper customer relationship management
  • Inventory management for devices and SIM cards

Education

Colleges des Freres Bab ellouq

Faculty of Tousim and Hotels
Helwan University

Master of Business Administration -

Arab Academy for science and maritime

Skills

  • Digital transformation
  • Business continuity and Crisis management
  • Enterprise risk management
  • Project management
  • Sales skills
  • Customer care
  • Leadership and decision making
  • Problem solving and analytical skills
  • Strategy planning
  • Operational excellence

Languages

Arabic
Native
English
Advanced
French
Beginner

Certification

ISO 22301:2019 - Essentials of Business continuity management system

Timeline

Digital Transformation Manager

e& Egypt
07.2024 - Current

Business continuity and Crisis Management Manager

e& Egypt
05.2018 - 06.2024

Tele sales and Fulfillment Manager

e& Egypt
10.2010 - 04.2018

Back office, complaints and retention Senior Super

e& Egypt
05.2008 - 09.2010

Customer experience & campaigns Supervisor

e& Egypt
02.2007 - 04.2008

Orange Directory and Outbound Team leader

Orange
04.2002 - 01.2007

Senior Retention representative

Orange
08.2000 - 03.2002

Store representative

Orange
05.1998 - 07.2000

Colleges des Freres Bab ellouq

Faculty of Tousim and Hotels

Master of Business Administration -

Arab Academy for science and maritime

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Sherif Zakaria Gamal Eldin