1. MAIVEL MOUNIR RIAD Mobile: +201222668168 Email: email@example.com, firstname.lastname@example.org
Operations Management / Process Management / Team Management
6+ years of experience in spearheading Operations, Processes and managing Client Relationships.
Presently associated with Euro-com as a project manager
Manages localization projects from beginning to end, working closely with language specialists, localization engineers,
terminologists, product management and development, internal business partners and external vendors.
Develops project plans and workflows, managing time, budget, resources and quality control.
Following analysis of client specific localization software application requirements, creates and manages internal version of
localization project plans, and provides project specific education and coaching to Localization Tester staff.
Creates and controls localization project budgets, performs cost tracking analysis, ensures timely issuance of purchase orders
and invoices and approves work reports.
Analyzes location project risk, and defines mitigation actions of identified risks.
Identifies and solves localization issues or disagreements, whether system or product, identifies causes and performs
Assigns, monitors and measures project team members’ work. Manages team’s compliance with standards, practices and
Directing team’s deliveries to timelines and product quality, including responsiveness and professionalism towards both
internal and external clients.
Presents regular reports to client, corporate office and peers on progress and forecast of project team’s work status,
escalating issues and evaluating needed support.
Maximizes utilization of team, preparing alternative work for periods without projects and/or billable work for other teams
Develops new and entry level Project Managers through training and coaching opportunities and by creating methodologies,
tools, and checklists to improve the project management process.
2008- 2014 associated with Mobinil (Egyptian Company for Mobile Service) as Customer Service Team Leader.
Earned leadership status by setting inspirational goals and setting examples-Superb organizational, motivational,
management & time management skills.
Maximized team performance-Exceled at identifying, developing and using strengths of team members, as well as locating,
detecting and resolving problems and weaknesses of each team individual.
Experience in managing office operations, meet stringent SLA’s, CSAT and working on outcome based revenue projects.
Leveraged business acumen, management experience, change management skills and domain expertise skills to provide
strategic and tactical support to service delivery operations.
Exposure in implementing and overseeing the quality of deliverables, manage team relationships effectively to ensure
Possesses strong problem solving, troubleshooting skills and the ability to exercise sound judgment. Ability to multi-task and
decipher statistical reports; and the ability to deal with issues involving both clients and the workforce.
-Operations Management-SLA Management-Risk Management
-Team Management & Supervision-Training and Development-Monitoring & Guidance
-Quality Control-Performance Appraisal -Recruitment
Areas of Excellence
Maintaining and improving operations by monitoring system performance; identifying and resolving problems; preparing and
completing action plans; completing system audits and analyses.
2. Accomplishing organization goals by accepting ownership for accomplishing new and different requests; exploring
opportunities to add value to job accomplishments.
Preparing performance reports by collecting, analyzing, and summarizing data and trends.
Accountable for data mining of the call volume to understand the daily/ weekly/ monthly trend.
Ensuring that the team meets the SLA requirement specified in terms of TAT & quality.
Setting targets for the entire team & individual team members & conduct periodic performance appraisal to facilitate
Reviewing quality reports & ensuring that there is proper feedback/ counseling to the team members.
Determining operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/
Organizing training workshops to improve the performance of the members who were lagging behind in terms of
Aug 2008 –Jan 2014 Mobinil (Egyptian Company for Mobile Service) as Customer Service Team Leader
Jan 2013 – Jan 2014 Postpaid Save and Retention Team Leader
Handling all customer retention activities. Takes initiatives in customer satisfaction via process improvement plans and
efficient reporting and flow of information.
Initiating, developing, and supporting a community of practice for institutional knowledge sharing, and capacity to influence
without formal authority and across organizational boundaries.
Preparing and maintaining performance appraisal and values that meets the organizational goals, objectives and culture.
Balancing client needs with institutional guidelines and practices and flexible to different strategies.
Coordinating with marketing department to maintain a high save rate of the churning customers.
Analyzing the trends of churning customers and report it to the management and marketing team.
Working closely with other departments’ in/ out the customer service to ensure customer satisfaction.
Ensuring that the customer complaint is closed within its service level and with the required quality (within the company quality
Enhancing organization’s reputation by accepting ownership for accomplishing new and different requests, exploring
opportunities to add value to job accomplishments.
July 2009 – Jan 2013 Postpaid Save and Retention as Senior Specialist
Ensured the proper handling of customers who are threatening to terminate and saving them from churn while developing
and updating the save team and termination processes with the concerned departments.
Promoted customer satisfaction through clear, concise communication.
Involved with all aspects of customer service and order entry including solving problems, answering questions, and working
with customers to ensure fantastic service.
Contributed ideas on ways to resolve problems to better serve the customer and/or improve productivity
Developed better image and high reputation for Mobinil’s customers
Assisted the customers with all the customer service aspects to ensure high level of satisfaction.
Involved in campaigns provided by the marketing team to check the level of satisfaction of our customers and to what
extent they are loyal to the company
Solved the customers’ complaint within the proper SLA (service level agreement) and with the quality required
Aug 2008 – Jun 2009 110 call center
Attended customers with questions, problems and complaints with a helpful and friendly way to ensure the maintenance of
efficient communications service to clients, interacts with customers on phone, and configure Mobile device settings
Determined requirements by working with customers.
Answered inquiries by clarifying desired information; researching, locating, and providing information.
Resolved problems by clarifying issues; researching and exploring answers and alternative solutions, implementing solutions,
escalating unresolved problems.
Fulfilled requests by clarifying desired information, completing transactions and forwarding requests.
Sold additional services by recognizing opportunities to up-sell accounts, explaining new features.
Maintained call center database by entering information.
Kept equipment operational by following established procedures, reporting malfunctions.
Updated job knowledge by participating in educational opportunities.
3. Trainings and Courses
NSGB in Egypt: Customer service, Card center (summer training 2007)
Moody Socks’ factory in Egypt until 2006
Prepare and maintain accurate record for In & Out invoices.
Prepare and maintain accurate attendance records, overtime sheets for the group.
Prepare and maintain performance appraisal & values that meets the organizational culture.
Proper preparation for meetings.
Organize, control and manage information flow within & out of the group.
Setting priorities & eliminating time wasters.
Keeps office running smoothly when Manager is not around.
Maintain a complete filling system both computerized and manual
Customer service art
Link ADSL Management Server
GSM, GPRS Fundamentals (By Alcatel)
Business Reports Writing
Managing stress before it manages you
Mind Mapping and Memory Enhancement
Decision Making & Creative Problem Solving
Operating Systems (WIN- XP, WIN-98 and ME)
Microsoft Office applications (Word/ Excel/ PowerPoint)
Good in typing (Arabic & English)
2014 Masters in International Business Administration (MIBA) from ESLSCA business school.
2008 Bachelor’s Degree of Commerce from Cairo University
2003 H.S.C from Sanawai Aam
2000 S.S.C from Notre Dame Des Apotre School, Egypt
Date of Birth: 24th
Languages Skills: Arabic and English
Location: 50 Shooting Club St. Dokki, Giza
References: Available upon Request