Basic Info

Aya Abd AlAziz

6 years

Cairo, Egypt

Master's Degree

Experienced

Work Experience

Service Management Analyst at Vodafone Global Enterprise

Experience Details

Service Management Analyst

Business Development

Experienced (Non-Manager)

• Responsible for management of in country live services for a number of Vodafone multinational customers (Ex Oracle).
• Responsible for the delivery and project management of local customer projects (migrations, account closures etc.) in time.
• Responsible for inputting into local country contract service renewal.
• elements; support the Global Service Manager in global service
• reviews through providing the local element.
• Give support to the Global Service Manager in the implementing of global product trials & pilots within a country.
• Support the Global Service Manager in CDI (Customer
• dissatisfaction index) action planning.
• Assist in the new tariff implementations for acquisition and renewal customers.
• Support the production of the balance scorecard for Service Management, analyze performance data and continuously suggest where improvements can be made.
• Responsible for escalating within the local network and service issues within the local country.
• Reporting network/service KPIs to local chooser (including updates on operational issues).
• Supporting the Global Service Manager in reporting country specific KPIs at global level to the global chooser.
• Leading and supporting the effective development and management of performance and reporting data.
• Ensure that Multinational customer messages and initiatives are communicated to the local country.
• Communicate local service initiatives and service improvements to Multinational customer.


Company Details

Vodafone Global Enterprise (multinational)

Egypt

N/A

Telecommunications

N/A

Oct 2015 to present (1 year 2 months)
Account Champion at Vodafone Global Enterprise

Experience Details

Account Champion

Operations/Management, Business Development

Experienced (Non-Manager)

• Act as the primary point of contact for the Multinational Global Corporates in VGE.
• Act as Global Account Champion (Account Executive) for Siemens, Novartis and Google.
• Lead VGE operation team to manage ongoing relationship with Internal Operators and External Customers in a world class communication edge.
• Develop and provide internal training programs to VGE operation team on communication framework and how to handle incoming communication and fulfill customers’ requests.
• Deliver training to VGE operation team in India
• Delivering Accounts from the On-Boarding team & implementing a few customers to the Operations to maintain the process within the Operations department.
• Use root cause analysis to recognize issues and develop process improvements.
• Work with the Account Global Service Manager to lead the communication between the customer on one end and the operators ( Op Co, Partner, Affiliate …etc.) and regional helpdesks on the other end on a global scale to ensure that customer requests are fulfilled in a timely fashion with the best possible quality.
• Work with the Account Global Service Manager to identify potential business opportunities and how to utilize them.
• Control and audit the information required to manage the service offered to the customers by maintaining a database of controlled items.
• Ensure proper, clear, unified and meticulous communication is implemented across all departments on global scale.
• Follow ITIL framework in Incident Management best practices, SLA Escalations and life cycle management of requests and incidents as implied by business protocols.
• Follow up with excellent communication and to escalate properly the anticipated, close and established complaints or delays to ensure the best timelines achievement.
• Analyze any communication or process gabs and work quickly and efficiently to resolve any issues and improve existing process.
• Produce periodic reports to the Global Service Manager to display VGE and Operators performance.
• Produce periodic customer-face dashboard to highlight the overall VGE performance, challenges and achievements.


Company Details

Vodafone Global Enterprise (multinational)

Egypt

More than 1000 employees

Telecommunications

N/A

Jan 2013 to Oct 2016 (3 years 9 months)
NewCo Project Coordinator at Vodafone International Services

Experience Details

NewCo Project Coordinator

Project/Program Management

Entry Level

NewCo is a large scale transformation project within Vodafone UK. Its objective is to migrate customers’ database from various legacy systems to one system (Siebel CRM).
Role included:
• Manage all incoming and outgoing communication between the project stakeholders.
• Act as the primary point of contact for the project stakeholders.
• Coordinate the communication between different stakeholders to insure smooth implementation and early identifying any communication gabs.
• Provide information about the project to management by assembling and summarizing data; preparing reports; making presentations of findings, analyses, and recommendations.
• Create Project Documents by being responsible for defining scope, communication plans, risk register, workload consumption, daily plan report, performance charts & daily/monthly closure reports.
• Work with the team to put the project detailed deployment plan
• Produce Risk Assessment to all changes in day to day operations by analyzing the differences between old and new system to identify the impact on KPIs.
• Identify any process gabs and work with the process improvement team to define new processes.


Company Details

Vodafone International Services (multinational)

Egypt

More than 1000 employees

Telecommunications

N/A

Jan 2012 to Jan 2013 (1 year)
International Account Advisor at Vodafone UK

Experience Details

International Account Advisor

Customer Service/Support, Education/Teaching, Operations/Management

Entry Level

o Act as a frontline Advisor to interface with customers of Vodafone UK. Role involves responding to customers and handling their inquiries.
o Act as Team Leader to manage the team performance and monitor the different KPIS.
o Provide performance report to Vodafone Management.
o Act as escalation expert to handle any customers complains.
o Train and support new team members to offer best customer experience and achieve the KPIs.


Company Details

Vodafone UK (multinational)

Egypt

N/A

Telecommunications

N/A

Jan 2011 to Jan 2012 (1 year)
Project Coordinator at Organization of Islamic Cooperation

Experience Details

Project Coordinator

Project/Program Management, Writing/Editorial

Entry Level

Project Coordinator – Organization of Islamic Cooperation (OIC)
OIC is the second largest inter-governmental organization after the United Nations which has membership of 57 states spread over four continents. The Team mission in Cairo is to manage donations and implement project in Gaza Strip.
Role included:
• Review project proposals submitted by Gaza branch.
• Prepare and translate monthly reports about the humanitarian conditions and the latest updates of the projects in Gaza Strip.
• Coordinate the communication between OIC and different NGOs.
• Reach out for different entities for fundraising.
• Liaise the entry of donations from all over the world to Gaze Strip.


Company Details

Organization of Islamic Cooperation (multinational)

Egypt

N/A

Logistics and Supply Chain

N/A

Jan 2010 to Jan 2011 (1 year)
Content Writer & Translator at Meedan

Experience Details

Content Writer & Translator

Writing/Editorial

Experienced (Non-Manager)

• Write news content for the website
• Translate site content between Arabic and English.
• Engage in live coverage for media conferences and cultural events.


Company Details

Meedan (multinational)

Ecuador

N/A

Online Media

N/A

Aug 2009 to Jan 2010 (5 months)

Education

MBA in Media Management

Education Details

MBA

Media Management, Business Administration

German University in Cairo (GUC) & Deutsche Welle Akademie (DWA), Egypt

A / Excellent / 85 -100%

Strategic Management Marketing

N/A

German University in Cairo (GUC) & Deutsche Welle Akademie (DWA)
2013 - 2016
Technical Diploma in Media Translation

Education Details

Technical Diploma

Media Translation

American University in Cairo (AUC), Egypt

A / Excellent / 85 -100%

The Professional Diploma in Me

N/A

American University in Cairo (AUC)
2009 - 2011
Bachelor's Degree in Languages & Translation

Education Details

Bachelor's Degree

Languages & Translation

Ain Shams University, Egypt

C / Good / 65 - 75%

N/A

N/A

Ain Shams University
2005 - 2009
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Nozha Language School

Egypt

2005

A / Excellent / 85 -100%

N/A

Nozha Language School
2005

Certifications

Certificate details

Print Media Translation

Dec 2010

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

Communication Skills

Sep 2009

Zedney

N/A

Training/Course Details

Project Management

Dec 2013

Harvard Mentor

N/A

Training/Course Details

Presentation Skills

Sep 2009

Zedney

N/A

Training/Course Details

ITEL Foundation

Jan 2013

Vodafone

N/A

Training/Course Details

Content Strategy

Jun 2015

Northwestern University

N/A

This profile is not updated!
Last update more than 2 months ago.

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Profile Skills and Keywords

Account ChampionAnalytic SkillsAnalyticalArabicBloggingBusinessBusiness AdministrationCommunication Management SkillsCommunication SkillsCommunicatorContent StrategyContent Writer & TranslatorContent Writing SkillsCustomer ServiceEditingEditorialEnglishExecutorGermanITEL FoundationInnovativeInternational Account AdvisorLanguages & TranslationLogistics And Supply ChainMBAManagementMedia ManagementMedia ProductionMedia TranslationMeedanNewCo Project CoordinatorOnline MediaOrganization Of Islamic CooperationPresentation SkillsPrint Media TranslationProgram ManagementProjectProject CoordinatorProject ManagementReporting SkillsResearch SkillsService Management AnalystSupportTeam PlayerTelecommunicationsTraining & Coaching SkillsVodafone Global EnterpriseVodafone International ServicesVodafone UKWriting

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

German

German

: Intermediate

: Intermediate

: Beginner

: Beginner

Fields of Expertise

Communication Management Skills

Communication Management Skills

: Expert

: Extreme - I love it!

:

3-5 years

Content Writing Skills

Content Writing Skills

: Intermediate

: Extreme - I love it!

:

1-3 years

Reporting Skills

Reporting Skills

: Intermediate

: High

:

3-5 years

Training & Coaching Skills

Training & Coaching Skills

: Intermediate

: High

:

1-3 years

Analytic Skills

Analytic Skills

: Intermediate

: High

:

1-3 years

Research Skills

Research Skills

: Intermediate

: High

:

1-3 years

Project Management

Project Management

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Analytical, Executor, Communicator, Innovative, Team Player

Online Presence

: https://eg.linkedin.com/pub/aya-mahrous-abd-alaziz/4b/615/613

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