John Refaat - PMP - PMI-ACP
Project Manager - PMO at Al Ahly Momkn For E-Payments
Nasr City, Cairo, EgyptWork Experience
Project Manager - PMOFull Time
Al Ahly Momkn For E-Payments
Dec 2024 - Present -6 months
Egypt , Cairo
- Job Details:- Manage end-to-end project delivery, including planning, execution, monitoring, and closure, ensuring alignment with business objectives and stakeholder expectations. - Act as the primary SPOC for external vendors and clients (B2B), ensuring effective communication and timely resolution of issues during project implementation. - Oversee the integration and configuration of merchants and vendors on Instapay app in Egypt, handling API integrations, system compatibility checks, and end-to-end testing to ensure seamless launches. - Coordinate with cross-functional teams, including finance, DevOps, integrations, database administration, UAT, testing, mobile development, Scrum Masters, software engineers, product, and business teams, to streamline project execution. - Attend Agile ceremonies such as daily stand-ups, sprint reviews, and planning sessions, leveraging Jira to manage sprints, track progress, and report key metrics. - Utilize MS Project to report progress and log task completion, providing periodic updates and performance reviews for top management. - Ensure technical requirements are fulfilled and delivered as per contractual agreements with external vendors, including API specifications, system configurations, and performance benchmarks. - Identify and mitigate project blockers, particularly technical challenges related to integrations, data migrations, and system compatibility. - Follow up on operation system issues to maintain its solvency and ensure alignment with other departments.
Project ManagerFull Time
- Job Details:Managed and/or Directly involved Projects:- - CRM implementation - Loan & Merchant Management System Implementation - New Call Center Site - Chatbot Creation - CSAT Module - Top Management Tasks:- - Collaborate with top management to develop the yearly departmental projects plan. - Assist in decision-making by presenting facts and use cases. - Discuss contracts and prepare cost-benefit analysis to inform financial and strategic decisions. - Work with department management to formulate project charters and business cases. - Advise management on potential risks and opportunities for new projects and deals. - Generate periodic performance reports to identify system bugs and gaps and recommend best practices for management. - Departmental Tasks:- - Coordinate with internal stakeholders to address Operations and Customer Care requirements. - Manage collaboration with the technical team to resolve system issues and bugs. - Supervise testing of new products and ensure alignment with departmental release schedules. - Oversee project budgets, schedules, scope statements, and plans. - Lead client meetings to determine needs, define requirements, acceptance criteria, and timelines. - Direct the project procurement process to ensure timely and cost-effective resource acquisition. - Ensure optimal allocation of project resources to support timely and effective delivery. - Delegate tasks to team members and clarify expectations for project milestones and deliverables. - Act as the primary focal point between Operations, Customer Care, and technical departments.
Project & Channel Management AnalystFull Time
Mar 2023 - Mar 2024 -1 yr
Egypt , Giza
- Job Details:• Projects Areas & Key Impacts: - Managed and launched 20+ overlapping projects across Etisalat's Chatbot, Digital App, IVR, and Billing systems (Siebel, CX, CS). - Increased IVR revenue from EGP ~700k to 8.6M/year through ongoing enhancement projects. - Boosted chatbot revenue from EGP ~210k to 3.4M/year, with active users rising from 75k to 376k. - Achieved an increase of 8% in no. of transactions on My Etisalat app, resulting in a 6.5% increase in the number of active customer base. - Contributed to major mega projects “70+ team members”, including CRM revamp ”Oracle -Siebel”, chatbot infrastructure migration, billing systems upgrade, company intranet database revamp, consumer and corporate customers segmentation, and chatbot AI conversion. • Duties & Tasks - Implement and maintain new promos, rate plans, offers, and features on IVR & Chatbot, digital app ”my Etisalat app” and billing apps . - Collaborate with product owners to launch digital app releases, perform UATs, and ensure feature implementation. - Develop the yearly project plan in coordination with senior management. - Own Etisalat chatbot and IVR projects, ensuring self-help features and new functionalities are continuously integrated. - Draft and review business requirements, establish project timelines, and manage team estimates using backlog, epics, and user stories. - Identify and remove obstacles to ensure smooth workflows across IVR, Chatbot, and Digital App development teams. - Conduct root cause analysis to optimize team efficiency and productivity. - Collaborate with cross-functional teams (back-end, integrations, digital app, chatbot, IVR) to ensure successful launches across all channels [above 30 people]. - Oversee project timelines, budgets, and resource allocation to ensure timely and cost-effective delivery. - Facilitate regular communication between stakeholders to ensure projects meet customer and organizational needs. - Incorporate feedback from end users and team members to drive continuous improvement. - Lead system integration and feature deployment across digital platforms to enhance service offerings. - Conduct project closure and sign off and log lesson learned for each project
Communication AnalystFull Time
Oct 2021 - Jan 2023 -1 yr, 3 months
Egypt , Giza
- Job Details:- Facilitate communication between customer care and departments like Sales, Marketing and Operations. - Coordinate the rollout of new projects, products, and promotions, ensuring stakeholder alignment. - Oversee requirements gathering, UAT, training, and documentation for successful implementation. - Manage the timely upload of content to IVR systems and the Company Intranet. - Communicate updates on products and promotions to customer care management for informed support. - Collaborate with cross-functional teams to enhance products and services. - Coordinate with IT for smooth IVR function and regular updates. - Monitor IVR functions daily to ensure accuracy and a smooth workflow
Social Media Senior AdvisorFull Time
May 2020 - Sep 2021 -1 yr, 4 months
Egypt , Giza
- Job Details:Swiftly and succinctly responded to customer inquiries to ensure high levels of customer satisfaction. • Managed multiple simultaneous sessions, addressing various topics in different languages while maintaining predefined average handling times and high quality. • Assessed and validated fraud cases, reporting them to fraud and legal teams to uphold customer satisfaction. • Took charge of floor and business operations (BO) days to meet and exceed daily targets and numerical goals. • Prepared weekly management dashboard reports for the My Etisalat app and Chat queue. • Cultivated and maintained a high level of
Senior Specialist, Social Media SupportFull Time
- Job Details:Crafted responses to individual customer comments, aiming to enhance their experience with the brand by continuing professional conversations, either online or offline, to resolve issues or maintain positive relationships. • Provided online support across various social network channels, addressing inquiries and complaints for a range of customer segments. • Escalated issues to relevant departments when required, ensuring comprehensive problem resolution, and providing feedback to customers. • Actively represented the company in social media, participating in discussions and offering answers to questions as a brand advocate.
Education
Bachelor's Degree in Accounting
Assiut University (AUN)Jan 2017
Skills
- JIRA
- PMP
- Stakeholders
- Project Planning
- Projects Coordination
- Project Management Professional
- PMI
- Agile
- Agile Methodologies
- Project Coordination
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Languages
Arabic
FluentEnglish
Advanced
Training & Certifications
PMI-ACP®️ (Agile Certified Professional)
PMI·2024PMP®️ (Project Management Professional)
Project Management Institute·2024