Project Manager Customer
Resume:
Tarek Adel
IT Project Manager
647-***-****, *****.****@*****.***
**-*** ******** ***, ***********, ON, Canada
PMP Analytical skills Goals Oriented Problem Solving Team management
PERSONAL SUMMARY
A bright, talented and ambitious project manager / business analyst who has the required PMP qualifications along with comparable experience of working to the highest standards delivering projects in different industries (Health insurance, Banking, Telecom).
Having a long track record of ensuring projects is delivered to the highest quality, within budget by effectively organising, managing and utilising all resources. Having ability to lead teams on commercial, Telecom, education and health projects where the highest standards are routinely demanded. Always wanting to be actively involved in all aspects of the project life-cycle to deliver high-value projects. Takes direction well and works hard to manage stakeholder expectations.
Willing to travel and/or spend long periods abroad, and is currently looking for a suitable position with a market leader company.
AREAS OF EXPERIENCE
Over 15 Years of experience working in IT, Software development and customer Experience management field.
Expert in IT project management and software development.
Certified PMP with long experience in managing IT Projects and programs in various sectors (Health insurance, Telecom, Education, Government and Banking).
Expert in building customer management programs and processes to improve customer satisfaction and support.
TECHNICAL SKILLS AND QUALIFICATIONS
B.Sc. (Computer Engineering) – Ain shams University - Egypt (1999), (Assessment by WES shows it is equivalent to 4 yrs. Canadian B.Sc.).
PMP Certified (Jan 2009).
iELTS level 7 and CLB level 8( English proficient Test)
ITIL v3 Foundation (July 2009).
Customer relation management systems.
CSI, NPS, Customer effort techniques.
Java certified programmer ( Mar 2001)
EDUCATION & PROFESSIONAL TRAINING
1-MBA Essentials (London - UK)
2-Project Management ( Riyadh – KSA)
3-Communication skills ( Riyadh – KSA)
4-Skills of High influencers (Riyadh- KSA)
5-Stock market Technical analysis ( Riyadh – KSA)
WORK EXPERIENCE
Executive Manager @ Mobily (Telecom operator) [Dec 2012 – August 2015]
Promoted to Executive manager responsible for improving business customer’s satisfaction by initiating and manage projects to achieve customer’s satisfaction targets by:
Analysing customer’s transactions across all touch points.
Identify area for improvement.
Initiate projects (IT, non-IT) to improve services.
Plan, execute and deliver projects to enhance customer satisfaction.
Achievements: Delivered Many IT and non-IT programs that improved customer satisfaction and over achieved satisfaction targets for 2 years, saved more than $30 million yearly by reducing churn. [More details]
Tools: Project management, Business analysis, CSI, NPS, Customer Effort analysis, Microsoft project, Billing, Payments, IT services.
IT Project manager @ Mobily – [Feb 2006 – Dec 2012]
Deliver high quality IT / software solutions by:
Identify project stakeholders and get their inputs to build project charter.
Analyse business requirements and build requirement document.
Communicate with IT managers for different systems (billing, CRM, Mediation, EAI, operation, BI and reporting) to identify impact on their systems.
Plan, execute, control and deliver final solution to customer and get approval.
Lead team of IT professionals (analysts, designers, developers, testers) to build the required solution with high quality within time and budget.
Present projects progress and impacts on revenue and collection to management.
Manage credit and collection system and responsible for achieving collection yearly targets.
Achievements: delivered hundreds of IT projects and CRs that helped the company achieve its yearly revenue and satisfaction targets, saved more than $20 million yearly by enhancing collection system and reduce bad debit. [More details]
Tools :PMP, Project management, Business analysis, Siebel, CRM, Microsoft project, Microsoft office, SQL, Oracle DB, Java SE, J2EE, Struts, XML, Java script, Oracle portal Billing system, IBM Websphere MQ, Agile, Waterfall, Microsoft PowerPoint
Technical Consultant @ SMCI (IT Consultation firm) [August 2004 – Dec 2005]
Provide Technical consultation to Saudi Pension organization regarding new CRM system being developed to help Saudi pensioner getting their benefits.
Tools: Java, J2EE, struts, Toplink, SQL, Oracle Database, IBM Websphere application server
Senior Web Developer @ Raya (Software house) [April 2000 – July 2004]
Deliver high quality IT / software solutions by:
Analyse project’s requirements and transfer it to software design document.
Choose technology to be used and design system accordingly.
Lead team of software developers, DBA, user experience and testers to develop the software solution according to plan and design.
Work closely with project manager and customer to deploy solution at customer site, get approvals and support after deployment.
Achievements: delivered many projects in different sectors (Banking, Telecom, Government, B2B, health insurance) [More details]
Tools: Java, J2EE, Oracle application server, Oracle database, SQL, Tomcat, apache web server, XML, JavaScript, struts, Toplink, Oracle workflow, Oracle portal .
Highlights and Achievements [Executive Manager]
Customer Satisfaction Index (CSI) score analysis process
Identify areas for improvement of customer satisfaction by introducing new process and guide on how to analyse latest customer’s survey
Results: identify improvement initiatives, plan and priority for each initiative.
Team supervised: 5 customer managers
Budget: $100,000
Technologies: project management, Microsoft power point, Microsoft Excel, Microsoft project, Microsoft outlook, CSI, NPS
Customer Experience Board initiative
Initiate new process for board of managers and directors from different departments (customer care, sales, service deliver, Billing, collection) to lead improvements in their respective areas, the board will meet on monthly basis to track progress of initiatives plan execution.
Results: plan of improvements is divided into sub plans each owned by director in specific department and plans was executed on time with high quality.
Team supervised: 5 directors and 7 executive managers
Budget: $230,000
Technologies: project management, Microsoft power point, Microsoft Excel, MS project, MS outlook, CSI, NPS.
Introduce New Bill Layout
Introducing new Bill layout to improve customer billing satisfaction by leading committee of stakeholders (customer care, billing, IT, collection), plan, execute and deliver IT project to change the layout of business bill to make it easy for customers to understand
Results: improved customer satisfaction about their bill by more than 50%., reduce churn by 10% and save more than $10 millions
Team supervised: 2 directors, 3 executive managers, IT analyst, 2 developers
Budget: $200,000
Launch new business website and iPhone app
Initiate, plan and execute project to enhance customer experience about company’s website services and introduced new application for iPhone to be used by customers.
Results: improved customer satisfaction about company’s website and mobile app and win new contract with value more than $20 millions
Team supervised: 2 directors, 3 executive managers, IT analyst, 10 developers
Budget: $1.2 million
Technologies: project management, Microsoft power point, Excel, MS project, MS outlook, CSI, NPS, internet explorer, Google chrome
Highlights and Achievements [IT Project Manager]
Build credit control and collection systems
Building IT system for credit control and collection by:
Identify stakeholders
Initiate project and project charter.
Plan the project and identify resources.
Write RFP and evaluate vendors.
Lead team of analysts, developers and testers to execute the project plan.
Execute user acceptance test and get approval from stakeholders on project delivery
Results: increase collection performance to 95% and collected additional $100 million
Team supervised: 10 (analysts, developers, testers)
Budget: $1.5 million
Technologies : JAVA,J2EE, JavaScript, XML, IBM Web sphere application server,IBM Webshpere MQ, Oracle DB, SQL, Oracle portal billing system, Siebel, Linux
Billing system upgrade
Manage upgrade of billing system to new version by:
Identify stakeholders.
Negotiate decision of upgrade or replace system.
Write RFP and evaluate vendors.
Plan and execute project.
Identify affected systems and plan the live test.
Supervise teams from different systems (CRM, E portal, EAI, Mediation, and Billing) inshore and off shore.
Plan the final delivery and replacement of old version.
Results: Billing system was upgraded successfully to new version and fully integrated with all other IT systems (collection, CRM, EAI, Mediation)
Team supervised: 7 executive managers, 5 offshore developers, 5 testers, Oracle team
Budget: $2 million
Technologies : JAVA,J2EE, JavaScript, XML, IBM Websphere application server, IBM Webshpere MQ, Oracle DB, SQL, Oracle portal billing system, Siebel, Linux
IT system integration with credit history institution [SIMAH]
Improve collection performance by preventing risky customers from acquiring post-paid products, by integrating with a credit company [SIMAH] that track history for defaulters and connected to Banks, rental companies and telecom companies
Meet with stakeholders (SIMAH, finance, collection team) to identify and capture requirements.
Build analysis and design documents.
Plan, execute and supervise teams to develop the required system as per requirement document.
Deliver the project and acquire approval from all stakeholders
Results: reducing bad debit by 10% and save company more than $30 million per year
Team supervised: 2 directors, 3 executive managers, IT analyst, 5 developers, 3 testers
Budget: $500,000
Technologies : JAVA,J2EE, JavaScript, XML, IBM Websphere application server, IBM Webshpere MQ, Oracle DB, SQL, Oracle portal billing system, Siebel, Linux.
Collection monthly reports
Deliver collection monthly allocation report to reduce bad debit by:
Identify stakeholders.
Identify project requirements.
Meet with billing and data warehouse team to plan and design report.
Plan, execute and deliver the report with high quality.
Supervise testers and finance team to confirm report numbers.
Deliver the report to collection team and acquire approval.
Results: reducing bad debit by 10% and save company more than $50 million per year
Team supervised: 2 executive managers, IT analyst, 2 developers, 1 tester
Budget: $10,000
Technologies: Oracle DB, SQL, Oracle portal billing system, Data objects BI reporting
Highlights and Achievements [senior developer]
Web portal for Ministry of communication and information technology
Building web portal for the ministry (subcontract from Oracle Egypt):
Meet with ministry staff to determine the requirements.
Lead team of developers to design and develop the web portal.
Coach and support development team about the use of new technology.
Deploy the product at customer site and acquire approval of delivery.
Results: Delivered the web portal in very short time and collect payment of $100,000
Team supervised: 10 (analysts, developers, testers)
Budget: $10,000
Technologies : JAVA,J2EE, JavaScript, XML, Oracle application server, Oracle workflow, Oracle DB, SQL, Oracle Web portal, Struts, Top Link
NSGB bank CRM and IVR system
Manage different teams to deliver CRM and IVR systems to National society’s general bank [Outsourced contract]:
Plan deliveries and assign team tasks.
Perform regular test for applications to determine point of failure.
Co-ordinate with offshore team for middleware development.
Deploy application at Bank site.
Support the bank staff after delivery for issues and training
Results: Deliver the first CRM and IVR systems for the bank and collect $200,000 contract
Team supervised: 5 developers
Budget: $10 million
Technologies: JAVA, J2EE, JavaScript, XML, Oracle financials, phoniecs IVR system, Oracle database, SQL, Linux
AQAR timeshare rental system
Travel to Saudi Arabia with contract to build Web based system to be used by real estate sales to book and rent apartments:
Communicate with customer to identify stakeholders and detailed requirements.
Develop and supervise team of software developers (offshore) to build the system.
Supervise testers in testing the product.
Deploy system at customer site and acquire approval on delivery.
Results: Delivered project and got new contract to build another system
Team supervised: 10 (analysts, developers, testers)
Budget: $30,000
Technologies: JAVA, J2EE, JavaScript, XML, Oracle application server, Oracle DB, SQL
References:
Hany Mokhtar
Director, Customer Experience Management, Zain, KSA
Hany was my manager @ Mobily starting Dec 2012 till June 2015
Riyadh, Saudi Arabia
Bashar Shenawi
Head of ICT services, Ericsson, KSA
Bashar was my manager @ Mobily starting Feb 2006 till Nov 2012
Riyadh, Saudi Arabia
Ahmed Abo Elaineen
Software Architect, Mississauga, ON
Ahmed worked with me @ SMCI
Mississauga,ON
Sameh Ismail
Software Team Lead, Mississauga, ON
Sameh was my colleague at Faculty of Engineering and worked with me @ SMCI
Mississauga,ON
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