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.
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”.
