Mahmoud Sakr
Business Development, Operation Management, Customer Management
People Management
Analytical Thinking
Service oriented
Critical Thinker
Customer Oriented
Employed
Open to opportunities
Well qualified and customer focused professional having over 13 years of experience consisting of business management, workforce management, service level management, trend analysis, troubleshooting and issue resolution, and customer relations. Seeking a challenging managerial assignment within the commercial or marketing department, with a growth oriented organization. Academic qualifications include Bachelor’s degree in Communications and Electronics coupled with multiple training's and certifications acquired during my professional career.
Customer Experience Senior Supervisor
Etisalat Misr
Since January 2018
Egypt
- Asses how the organization's sales, marketing and service departments work together to deliver seamless customer service, by collecting, analyzing and interpreting customer interactions data to identify requirements and information useful in optimizing customer experience
Commercial Operations Senior Supervisor
Etisalat Misr
July 2016
to December 2017
Egypt
- Led a team of 6 specialists involved in handling all communications and coordination between commercial (Marketing, Customer Care, Retail and Revenue Assurance) and the technology department utilizing all available resources and escalating when required to ensure that all business problems are communicated and solved within the agreed SLA
Work Force Senior Supervisor
Etisalat Misr
January 2015
to June 2016
Egypt
- Led a team of 10 specialists involved in managing optimizing available resources to ensure maximizing staff utilization (through reallocation of staff) and streamlining processes to enhance productivity and profitability.
Technical Support Senior Supervisor
Etisalat Misr
February 2010
to December 2014
Egypt
- Led a team of 13 specialists acting as technical support first liners, ensuring their compliance to processes and procedures to achieve customer satisfaction and business KPIs
Head of the Key Accounts Group
Orange Business Services
March 2007
to January 2010
Egypt
- Led a team of 10 engineers, ensuring their compliance to organizational process and procedures; accomplishing KPIs and aligning performance to deliverables and managing various administrative aspects encompassing scheduling staff training, managing leaves requests and team schedules.
CTS Engineer - (KAG) - Team Leader
Orange Business Services
May 2006
to February 2007
Egypt
- Rendered 1st level of escalation to ensure prompt resolution of customer issues.
- Groomed and mentored new team members in enhancing technical and awareness levels
CTS Engineer - (KAG)
Orange Business Services
December 2004
to April 2006
Egypt
- Involved in identifying and resolving fault-related issues utilizing software diagnostic tools and other network or product utility programs, managing technical escalations in coordination with other departments, vendors and providers
- Catered to various types of network services like Frame relay - ATM - IP Dial etc
- Resource Management, Headcount Allocation, Staffing
- Forecasting, Scheduling, Volume Analysis
- Workflow Management, SLA Maintenance, Real Time Monitoring
- Operations Management, Process Improvement, Quality Assurance
- Vendor Management, Vendor Development
- Technical Support, Escalation Management
- Process Management, Department Supervision, Management Reporting
