Fady Nabil Hemeda

Sr. Manager, CRM, ITFull Time

• Job Details:IT Portfolio management - CVM Project management – IT Vs. Transformation/Digital interdepartmental Collaboration Managing the team responsible for solutions delivery and operations support for CRM and dunning solutions.

CRM Technical Expert - ITFull Time

• Job Details:Fulfill business requirements from commercial entities including Marketing and Customer Care. Achieving successful implementation of different solutions that are ready made or customized solutions. Act as a third line support for production CRM applications for handling implemented solutions bugs and maintenance releases. Business analysis and assessment of new requirements Participated in multiple committees for RFP issuance and evaluation. Project Management of CRM projects implementations including: Trouble Ticketing solution (HP Service center for call center) including Contact management and Service requests. Customer Support System for call center operations and order entry (In-house development), Campaign management solution (In-house development), Contact Center including IVR, IR, CTI (Genesys), Risk Management solution (In-house development)and Loyalty solution (Customized by HP- EDS)

Software developer and Business Analyst in IT CRM solutions.Full Time

• Job Details:Software developer of In-house solutions and Siebel call center Business analysis of user requirements, designing solution architecture, solution implementation, testing and Project Management of IT projects. Act as third line of support for CRM applications. Siebel CRM Call Center implementation. Participated in project Analysis, Design, Configuration, Deployment. Focusing on Loyalty processes implementation In house CRM solution implementation using Visual Basic 6, Oracle 9i Database (Database design and implementation, stored procedures’ development). In house development and implementation for Vodafone Loyalty Program (Marketing).