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Mai abbas CV-2

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Mai Abbas

This document contains a summary of Mai Hamed Abbas's contact information, personal details, educational background, skills, certifications, and professional experience in various positions including project manager, call center operations manager, soft skills trainer, life coach, and quality assurance specialist. The document demonstrates Mai Hamed Abbas's experience managing projects, teams, operations, and quality across different industries over the past 15 years.

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Mai Hamed Abbas Contact Information: Mobile:01011077818 Landline:02-24154108 Address:7 Hassan Aflaton, El ThawraStreetHeliopolis - Cairo,Egypt E-mail:Mai.abbas@orange.com Personal Information: Marital status: Single Nationality:Egyptian Date of Birth: 01/01/1986 Career Objective: To seek challenging assignment and responsibility, with an opportunity for growth and career advancement as successful achievements. Educational Background: Graduation Degree obtainedfrom: ModernAcademy Major: InformationTechnology Grade:Good Year of Graduation:2007 High School Degree obtainedfrom: BBC Language School Year of Graduation:2003 Interpersonal Skills: Languages: ArabicNative tongue ExcellentCommandof English General Knowledge of French Coursesand skills:  Trainerof “Realize”trainingConductedin UKaccount.  Certifiedtrainerforthe I-Remedytechnical tool.  Pitstops trainer(responsible forbusinessdevelopmentandsoftskills)  CertifiedTime line therapist.  Life coach.  CertifiedNLPPractitioner.  Trainerfor TTT “Trainthe trainer”CertificationProgram. Professional Experience: Current heldposition: Orange Businessservices: Position:ProjectManager  Managing projects across regions for multiple customers  Matching customer requirements and needs for running the project in terms of leadership, planning, resources allocation, risk calculation and mitigation, managing sites migrations and implementations
 Handling ordering phases from end to end, beginning from the order’s initiation to site migration and order closure phase  Managing a team of consultants, technical service transition managers, order delivery managers and account associate  Responsible for weekly/Monthly external and internal reporting  Handling and Running weekly calls within the team and customer calls  Planning site surveys for site migrations  Assigning Engineers attending on site pre migrations and arranging calls between consultants and Local customer on site  Evaluating Gap analysis and feasibility reports for sites implementations  Managing the risks within the team in regards to customer requests and ad-hoc tasks  Involved in the weekly board management reporting and providing steer co status updates  Responsible for operational day to day running activities ensuring process is applied correctly and deliverables are achieved on time  Highlighting risks and issues and finding alternative solutions throughout the project’s life cycle  Handling a customer account for various regions as a Lead Project Manager, leading the project team, supervising PMO, technical leads, voice STMS and field engineers as well as reporting to the CBU head and steerco of the operational and implementations updates. Previousheldpositions: Global contact Center: Position:Call Center Operations manager  Handling a Google certified partnership account in the US responsible for leads generations  Managing the operations on a daily basis to achieve the required and specified targets and KPIS set by the client  Ensuring Quality standards are delivered and adhered to  Conducting daily meetings with the employees to ensure abiding to the operational plan, deadlines and process  Motivating employees to compete against Targets with motivational schemes and off Queue Trainings  Developing old employees through new skills trainings to ensure they are always in progress and improvement  Interviewing new calibers with the HR department from an operational perspective to ensure they meet the set criteria we require in the operations.  Setting the weekly targets to be met by advisors and agents ensuring all site achieves the monthly set target
 Pointing out any underperforming agents across the site and working on improving their performance consistently  Reporting directly to the CEO account’s performance analysis on a monthly basis  Handling conference calls with the client to ensure targets are met and that site is up to date with any changes on their behalf, including daily follow ups.  Conducing process improvement workshops with high management to identify gaps and unify used techniques across all managerial levels Injaz Egypt Position:SoftskillsTrainer  In charge of training youth to be competent against the market’s requirements through Experiential learning modules and customized training programs to achieve business success  Filling the gap between the Governmental educational process and the Market’s needs in terms of Employment and improving the calibers skills to match those requirements  Motivating students to learn using new techniques to match their learning abilities and improve their creativity through various outside the box activities and discussions  Improving students learning schemes through close coaching and watching their learning behavioral patterns and provide them with clear guidelines to achieve better results in their educational system. Transforma FitnessCompany Position:Life coach and personal skillsdeveloper  Designingmotivational schemes,subjectsandtopicstomotivate participants.  A Personal andgrouplife coach conductingsessionsforhow tohave a betterlife throughchange  Healingall kindsof stress,demotivation,angerorsadnessthroughdifferent physiological techniques  Conductingaweeklysessionfordeliveringlife changingmessagestochange the client’s experience aboutlife  Assistingobeseindividualstoreachtheir goalsand aimed targetseversince theyjoin the life changingprogram  Workingon campsand fitnessevents  Responsible forpersonal developmentforindividuals  Conductingsessionsforphysiological behaviorsand how toformnew habitsand breakingoldonesbyfindingalternativesandworkarounds toachieve desiredresults
Vodafone International Services From: December 2007 To: July 2013 Position: UK International Account Operations Supervisor:  Ensure that UK account’s standardsandproceduresare definedandadheredto  Provide dataformanagementreportingrequirements  Developanddeliverareasof processimprovementforteammembers  Demonstrate understandingof businessgoals,objectivesandthe Telecommunications market.  Provide managementsupporttoCustomerCare Advisorsintermsof settingclear targetsto compete against  Regularcoachingand feedbacktoindividualswithinteamtoexceedservice targetsand achieve the RequiredKPIs  Maintainingexcellentcustomerexperience toVodafoneUKcustomersthroughcoaching and guidingateamof advisors  Leadingthe ER team to achieve a setof customizedtargetsasan initiative proposed by UK to acquire differentperformance patterns andnew handlingbehaviors  EnsuringQualityassurance targetsare metand adheredtoand processalignmentsare integrated NewZealand International Account Supervisor:  Responsible forachievingNew ZealandstandardsinQuality,customersatisfaction,on call Escalationsandachievingthe monthlytargetsforNew ZealandaccountsetBythe Client  Initiated“MyDay” project, implemented bythe restof supervisorsasitproved Consistency andimplementingVodafone’sstrategy  Conductingreportsforthe NPS(Netpromoterscores) forVodafone tohave aclear understandingof where we are fromthe customer’sperspective  Interviewingthe New applicantsforVodafone NewZealandtoensure thattheyare the bestcandidatesrequiredforthe JobVacancyavailable  Deliverand implementnew processesfornewlyappliedsystemsand products  NPSprojectownerfor6 monthsfor the whole NZ accountwhere the deliverables exceededthe account’starget  Trainerfor the I-remedytechnicaltrainingforthe Whole New ZealandFloortoassure the RightunderstandingandUse of the new tool andto maintainthe Service level for escalationsraised City Club / AC Milan From: September2005 To: December2006 Position:PublicRelations Manager:  Conductingmeetingsandseminarswithforeigncoachesandinternational sportinginstitutesto ensure CityClub’shighqualityof service.
 Meetingwiththe club’snewapplicantstoensure theirunderstandingof their benefitsandthe club’svaluesandmissionsaswell.  Weeklymeetingwithstaff toensure goalsare metintermsof guestrelationsandclub’smain aimto reach highstandardsin termsof servicesandqualityofferedtocustomers  Interfacingwithclub’smembersandmanaging questions, queriesandanygivencomplaint towardsthe managementteam  SpottingMarket’srequirementsandnew servicesofferedtomatchitwiththe Club’sservices providedtocustomersseekingimprovementandmatchingthe Market’space. AMECOTECH Corporation / NOS Communications From: November2004 To: July2005 Position:QualityAssurance Specialist  Part of the qualityassurance auditingteamensuringcompaniespoliciesandproceduresare met and abidedto  Auditingcallsforteammanagersandseniors toensure salesclosingcallsare adheringtothe company’spredefinedqualityguidelines  Approve ordisapprove the validityof all salesclosedbythe call centerdependingonthe fairnessandclarity towardscustomerswhile promotingourproductsandservices  Reportingtohighermanagementweeklyachievementsandvalidatingif the dealsshouldbe acceptedor deniedintermsof qualityguidelines  Conductingweeklysessionswithmanagerstoensure guidelinesare followedbytheirteam members  Developingnewscriptsandmethodologiestouse withcustomersensuringabetterquality service isprovidedandoffered Thank you for taking the time to read my Biography, All References are available upon your kind request

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Mai abbas CV-2

  • 1. Mai Hamed Abbas Contact Information: Mobile:01011077818 Landline:02-24154108 Address:7 Hassan Aflaton, El ThawraStreetHeliopolis - Cairo,Egypt E-mail:Mai.abbas@orange.com Personal Information: Marital status: Single Nationality:Egyptian Date of Birth: 01/01/1986 Career Objective: To seek challenging assignment and responsibility, with an opportunity for growth and career advancement as successful achievements. Educational Background: Graduation Degree obtainedfrom: ModernAcademy Major: InformationTechnology Grade:Good Year of Graduation:2007 High School Degree obtainedfrom: BBC Language School Year of Graduation:2003 Interpersonal Skills: Languages: ArabicNative tongue ExcellentCommandof English General Knowledge of French Coursesand skills:  Trainerof “Realize”trainingConductedin UKaccount.  Certifiedtrainerforthe I-Remedytechnical tool.  Pitstops trainer(responsible forbusinessdevelopmentandsoftskills)  CertifiedTime line therapist.  Life coach.  CertifiedNLPPractitioner.  Trainerfor TTT “Trainthe trainer”CertificationProgram. Professional Experience: Current heldposition: Orange Businessservices: Position:ProjectManager  Managing projects across regions for multiple customers  Matching customer requirements and needs for running the project in terms of leadership, planning, resources allocation, risk calculation and mitigation, managing sites migrations and implementations
  • 2.  Handling ordering phases from end to end, beginning from the order’s initiation to site migration and order closure phase  Managing a team of consultants, technical service transition managers, order delivery managers and account associate  Responsible for weekly/Monthly external and internal reporting  Handling and Running weekly calls within the team and customer calls  Planning site surveys for site migrations  Assigning Engineers attending on site pre migrations and arranging calls between consultants and Local customer on site  Evaluating Gap analysis and feasibility reports for sites implementations  Managing the risks within the team in regards to customer requests and ad-hoc tasks  Involved in the weekly board management reporting and providing steer co status updates  Responsible for operational day to day running activities ensuring process is applied correctly and deliverables are achieved on time  Highlighting risks and issues and finding alternative solutions throughout the project’s life cycle  Handling a customer account for various regions as a Lead Project Manager, leading the project team, supervising PMO, technical leads, voice STMS and field engineers as well as reporting to the CBU head and steerco of the operational and implementations updates. Previousheldpositions: Global contact Center: Position:Call Center Operations manager  Handling a Google certified partnership account in the US responsible for leads generations  Managing the operations on a daily basis to achieve the required and specified targets and KPIS set by the client  Ensuring Quality standards are delivered and adhered to  Conducting daily meetings with the employees to ensure abiding to the operational plan, deadlines and process  Motivating employees to compete against Targets with motivational schemes and off Queue Trainings  Developing old employees through new skills trainings to ensure they are always in progress and improvement  Interviewing new calibers with the HR department from an operational perspective to ensure they meet the set criteria we require in the operations.  Setting the weekly targets to be met by advisors and agents ensuring all site achieves the monthly set target
  • 3.  Pointing out any underperforming agents across the site and working on improving their performance consistently  Reporting directly to the CEO account’s performance analysis on a monthly basis  Handling conference calls with the client to ensure targets are met and that site is up to date with any changes on their behalf, including daily follow ups.  Conducing process improvement workshops with high management to identify gaps and unify used techniques across all managerial levels Injaz Egypt Position:SoftskillsTrainer  In charge of training youth to be competent against the market’s requirements through Experiential learning modules and customized training programs to achieve business success  Filling the gap between the Governmental educational process and the Market’s needs in terms of Employment and improving the calibers skills to match those requirements  Motivating students to learn using new techniques to match their learning abilities and improve their creativity through various outside the box activities and discussions  Improving students learning schemes through close coaching and watching their learning behavioral patterns and provide them with clear guidelines to achieve better results in their educational system. Transforma FitnessCompany Position:Life coach and personal skillsdeveloper  Designingmotivational schemes,subjectsandtopicstomotivate participants.  A Personal andgrouplife coach conductingsessionsforhow tohave a betterlife throughchange  Healingall kindsof stress,demotivation,angerorsadnessthroughdifferent physiological techniques  Conductingaweeklysessionfordeliveringlife changingmessagestochange the client’s experience aboutlife  Assistingobeseindividualstoreachtheir goalsand aimed targetseversince theyjoin the life changingprogram  Workingon campsand fitnessevents  Responsible forpersonal developmentforindividuals  Conductingsessionsforphysiological behaviorsand how toformnew habitsand breakingoldonesbyfindingalternativesandworkarounds toachieve desiredresults
  • 4. Vodafone International Services From: December 2007 To: July 2013 Position: UK International Account Operations Supervisor:  Ensure that UK account’s standardsandproceduresare definedandadheredto  Provide dataformanagementreportingrequirements  Developanddeliverareasof processimprovementforteammembers  Demonstrate understandingof businessgoals,objectivesandthe Telecommunications market.  Provide managementsupporttoCustomerCare Advisorsintermsof settingclear targetsto compete against  Regularcoachingand feedbacktoindividualswithinteamtoexceedservice targetsand achieve the RequiredKPIs  Maintainingexcellentcustomerexperience toVodafoneUKcustomersthroughcoaching and guidingateamof advisors  Leadingthe ER team to achieve a setof customizedtargetsasan initiative proposed by UK to acquire differentperformance patterns andnew handlingbehaviors  EnsuringQualityassurance targetsare metand adheredtoand processalignmentsare integrated NewZealand International Account Supervisor:  Responsible forachievingNew ZealandstandardsinQuality,customersatisfaction,on call Escalationsandachievingthe monthlytargetsforNew ZealandaccountsetBythe Client  Initiated“MyDay” project, implemented bythe restof supervisorsasitproved Consistency andimplementingVodafone’sstrategy  Conductingreportsforthe NPS(Netpromoterscores) forVodafone tohave aclear understandingof where we are fromthe customer’sperspective  Interviewingthe New applicantsforVodafone NewZealandtoensure thattheyare the bestcandidatesrequiredforthe JobVacancyavailable  Deliverand implementnew processesfornewlyappliedsystemsand products  NPSprojectownerfor6 monthsfor the whole NZ accountwhere the deliverables exceededthe account’starget  Trainerfor the I-remedytechnicaltrainingforthe Whole New ZealandFloortoassure the RightunderstandingandUse of the new tool andto maintainthe Service level for escalationsraised City Club / AC Milan From: September2005 To: December2006 Position:PublicRelations Manager:  Conductingmeetingsandseminarswithforeigncoachesandinternational sportinginstitutesto ensure CityClub’shighqualityof service.
  • 5.  Meetingwiththe club’snewapplicantstoensure theirunderstandingof their benefitsandthe club’svaluesandmissionsaswell.  Weeklymeetingwithstaff toensure goalsare metintermsof guestrelationsandclub’smain aimto reach highstandardsin termsof servicesandqualityofferedtocustomers  Interfacingwithclub’smembersandmanaging questions, queriesandanygivencomplaint towardsthe managementteam  SpottingMarket’srequirementsandnew servicesofferedtomatchitwiththe Club’sservices providedtocustomersseekingimprovementandmatchingthe Market’space. AMECOTECH Corporation / NOS Communications From: November2004 To: July2005 Position:QualityAssurance Specialist  Part of the qualityassurance auditingteamensuringcompaniespoliciesandproceduresare met and abidedto  Auditingcallsforteammanagersandseniors toensure salesclosingcallsare adheringtothe company’spredefinedqualityguidelines  Approve ordisapprove the validityof all salesclosedbythe call centerdependingonthe fairnessandclarity towardscustomerswhile promotingourproductsandservices  Reportingtohighermanagementweeklyachievementsandvalidatingif the dealsshouldbe acceptedor deniedintermsof qualityguidelines  Conductingweeklysessionswithmanagerstoensure guidelinesare followedbytheirteam members  Developingnewscriptsandmethodologiestouse withcustomersensuringabetterquality service isprovidedandoffered Thank you for taking the time to read my Biography, All References are available upon your kind request