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
Company Description
Etisalat Misr is a subsidiary of Etisalat group one of the first telecom operators in the world to launch the 4G with total presence in 16 countries across Africa, Middle East and Asia. Etisalat group entered the Egyptian market in May 2007.
Etisalat Misr achieved technology leadership by introducing for the first time to the Egyptian market a host of 3.5G services, such as video calling, mobile TV, mobile broadband internet and data services and launched the 4G on 19th September 2017.
Today, Etisalat Misr’s product and service portfolio is covered by high quality 2G and 3G network covering and serving 99% of the population in Egypt.
Etisalat Misr also provides international services, and its customers enjoy competitive international rates to all destinations around the globe through it’s own international gate way, complemented by offering internet services to its customers at home and on the move.
Etisalat Misr from launch to date has maintained technology leadership and serves millions of customers across Egypt with the best quality of products and services making it a market leader in the telecom industry in Egypt and aiming to “Become the brand of choice in the Egyptian telecom market”.
Etisalat Misr achieved technology leadership by introducing for the first time to the Egyptian market a host of 3.5G services, such as video calling, mobile TV, mobile broadband internet and data services and launched the 4G on 19th September 2017.
Today, Etisalat Misr’s product and service portfolio is covered by high quality 2G and 3G network covering and serving 99% of the population in Egypt.
Etisalat Misr also provides international services, and its customers enjoy competitive international rates to all destinations around the globe through it’s own international gate way, complemented by offering internet services to its customers at home and on the move.
Etisalat Misr from launch to date has maintained technology leadership and serves millions of customers across Egypt with the best quality of products and services making it a market leader in the telecom industry in Egypt and aiming to “Become the brand of choice in the Egyptian telecom market”.
Company website
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
Detailed Description
- Directly involved in ~ 15 major system upgrades/migrations ensuring minimum impact on customers and business workflows.
- Highlighted repeated system glitches that directly impact business workflow to ensure implementing preventive solutions.
- Crafted a process for CSO outage handling in cooperation with regulatory team and IT Top management.
- Prepared a bi weekly, monthly dashboard and bi-annual business review that were presented by HOD in CEO business reviews.
- Led over 60 CAB meetings, discussing upcoming system changes and challenging the technology teams to minimize impact
Company Description
Etisalat Misr is a subsidiary of Etisalat group one of the first telecom operators in the world to launch the 4G with total presence in 16 countries across Africa, Middle East and Asia. Etisalat group entered the Egyptian market in May 2007.
Etisalat Misr achieved technology leadership by introducing for the first time to the Egyptian market a host of 3.5G services, such as video calling, mobile TV, mobile broadband internet and data services and launched the 4G on 19th September 2017.
Today, Etisalat Misr’s product and service portfolio is covered by high quality 2G and 3G network covering and serving 99% of the population in Egypt.
Etisalat Misr also provides international services, and its customers enjoy competitive international rates to all destinations around the globe through it’s own international gate way, complemented by offering internet services to its customers at home and on the move.
Etisalat Misr from launch to date has maintained technology leadership and serves millions of customers across Egypt with the best quality of products and services making it a market leader in the telecom industry in Egypt and aiming to “Become the brand of choice in the Egyptian telecom market”.
Etisalat Misr achieved technology leadership by introducing for the first time to the Egyptian market a host of 3.5G services, such as video calling, mobile TV, mobile broadband internet and data services and launched the 4G on 19th September 2017.
Today, Etisalat Misr’s product and service portfolio is covered by high quality 2G and 3G network covering and serving 99% of the population in Egypt.
Etisalat Misr also provides international services, and its customers enjoy competitive international rates to all destinations around the globe through it’s own international gate way, complemented by offering internet services to its customers at home and on the move.
Etisalat Misr from launch to date has maintained technology leadership and serves millions of customers across Egypt with the best quality of products and services making it a market leader in the telecom industry in Egypt and aiming to “Become the brand of choice in the Egyptian telecom market”.
Company website
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.
Detailed Description
- Directly involved in successfully launching 8 new customer care queues
- Played a key role in the major WFM tool and genesis software upgrade (from requirement gathering reaching UAT and PPT)
- Performed a full cleanup for all exceptions on WFM tool and created unified exceptions reducing them from ~80 to 20
- Designated as one of the WFM and Genesis experts
- Involved in amending some of the business processes between the WF team and the operations teams
- Provided WFM training's to operations supervisors
- Assisted in creating a business management guide for the operations supervisors
Company Description
Etisalat Misr is a subsidiary of Etisalat group one of the first telecom operators in the world to launch the 4G with total presence in 16 countries across Africa, Middle East and Asia. Etisalat group entered the Egyptian market in May 2007.
Etisalat Misr achieved technology leadership by introducing for the first time to the Egyptian market a host of 3.5G services, such as video calling, mobile TV, mobile broadband internet and data services and launched the 4G on 19th September 2017.
Today, Etisalat Misr’s product and service portfolio is covered by high quality 2G and 3G network covering and serving 99% of the population in Egypt.
Etisalat Misr also provides international services, and its customers enjoy competitive international rates to all destinations around the globe through it’s own international gate way, complemented by offering internet services to its customers at home and on the move.
Etisalat Misr from launch to date has maintained technology leadership and serves millions of customers across Egypt with the best quality of products and services making it a market leader in the telecom industry in Egypt and aiming to “Become the brand of choice in the Egyptian telecom market”.
Etisalat Misr achieved technology leadership by introducing for the first time to the Egyptian market a host of 3.5G services, such as video calling, mobile TV, mobile broadband internet and data services and launched the 4G on 19th September 2017.
Today, Etisalat Misr’s product and service portfolio is covered by high quality 2G and 3G network covering and serving 99% of the population in Egypt.
Etisalat Misr also provides international services, and its customers enjoy competitive international rates to all destinations around the globe through it’s own international gate way, complemented by offering internet services to its customers at home and on the move.
Etisalat Misr from launch to date has maintained technology leadership and serves millions of customers across Egypt with the best quality of products and services making it a market leader in the telecom industry in Egypt and aiming to “Become the brand of choice in the Egyptian telecom market”.
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
Detailed Description
- Generating monthly agent KPIs based on collated inputs from various customer care teams
- Fully responsible for managing Ecco, through regular interaction and participating in monthly operational meeting with Account Management team, furthermore managing all financial transactions (Outsourcing Company handling ADSL Customers)
Company Description
Etisalat Misr is a subsidiary of Etisalat group one of the first telecom operators in the world to launch the 4G with total presence in 16 countries across Africa, Middle East and Asia. Etisalat group entered the Egyptian market in May 2007.
Etisalat Misr achieved technology leadership by introducing for the first time to the Egyptian market a host of 3.5G services, such as video calling, mobile TV, mobile broadband internet and data services and launched the 4G on 19th September 2017.
Today, Etisalat Misr’s product and service portfolio is covered by high quality 2G and 3G network covering and serving 99% of the population in Egypt.
Etisalat Misr also provides international services, and its customers enjoy competitive international rates to all destinations around the globe through it’s own international gate way, complemented by offering internet services to its customers at home and on the move.
Etisalat Misr from launch to date has maintained technology leadership and serves millions of customers across Egypt with the best quality of products and services making it a market leader in the telecom industry in Egypt and aiming to “Become the brand of choice in the Egyptian telecom market”.
Etisalat Misr achieved technology leadership by introducing for the first time to the Egyptian market a host of 3.5G services, such as video calling, mobile TV, mobile broadband internet and data services and launched the 4G on 19th September 2017.
Today, Etisalat Misr’s product and service portfolio is covered by high quality 2G and 3G network covering and serving 99% of the population in Egypt.
Etisalat Misr also provides international services, and its customers enjoy competitive international rates to all destinations around the globe through it’s own international gate way, complemented by offering internet services to its customers at home and on the move.
Etisalat Misr from launch to date has maintained technology leadership and serves millions of customers across Egypt with the best quality of products and services making it a market leader in the telecom industry in Egypt and aiming to “Become the brand of choice in the Egyptian telecom market”.
Company website
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.
Detailed Description
- Significantly enhanced client satisfaction through effective closure of open Service Improvement Plans within 9 months
- Played a role in compiling a web-based training course for Service Operations ‘FOIS and MSC- Together we can do more
- Rated as one of 4 process champions in Egypt’s Major Service Center
- One of the members of the Lean Six Sigma project team which undertook improvement project for KPIs in the Cairo MSC
- Designated as one of the project leaders for the Dual Lean Program - Tools and Systems
- Updated business status to the senior management through qualitative presentations and reports
- Supported implementation of various service improvement plans.
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
