MIRA ISMAIL

CLIENT ONBOARIDNG & TRAINING MANAGER

Project Management & Product Deployment

A KEY player in reaching objectives and a process driven deep-diver. A problem solver & a true soldier onboard.

KEY COMPETENCIES

• Managing relation with complex, multi-divisional, multi-geographical customers

• Complex customer training (e.g. Marketing, Operations, Front disk & Doctors)

• Customer behaviour & performance analysis (Patients & Healthcare Providers) with translation of data into an effective business opportunity dashboard

• Design effective processes

• Strong experience working and managing communication with cross-functional teams (e.g. Sales, Product, Marketing, Services)

• Excellent in Microsoft office (e.g. Excel; pivot tables, data analysis)

• Passion for healthcare experience enhancing technology

• Customer centric

CAREER SUMMARY

• 4 years in Mitsubishi Heavy Industries office of Damascus; G.M. Deputy; Aftersales services https://www.mhi.com/jp

• A year in Deglatech Automated Solutions in Cairo; CEO. Deputy http://www.deglatech.com/

• 2 years Freelance in Russia; Multiple positions as a user acquisition Manager

• 2 Years in Okadoc UAE; Client Onboarding and Training Manager https://www.okadoc.com/en-ae/

EXPERIENCE No.1

G. M. DEPUTY AT MITSUBISHI HEAVY INDUSTRIES LTD. DAMASCUS OFFICE 2008- 2012.

• Documenting the existing process flow BPM and reporting the status of the projects to the internal upper management that exist in Japan.

• Handling the communication responsibility between MHI Nagasaki/Takasago and the customer for smooth, flawless and swift response.

• Attending daily meetings with the clients in the power stations, the Ministry of Electricity and in the Commercial bank of Syria.

• Management of the branch officially after having the Japanese higher management evacuated due to the internal conflict in Syria.

• Creating Gas Turbines Monthly Charts of our clients` data in Excel sheets of different status for analysis and automatic reading.

• Execution of presentations and reports in swift time and professional manner PP.

• Translation of Company's technical pamphlets and presentation from Japanese into English and/or Arabic.

ACHIEVEMENTS:

• Participating in the Global Conference of M701D Gas Turbine for three years (Malaysia, Australia, and Japan) as the main Organizing and planning staff.

• Representing Syrian Customer in the conference of Japan.

• A Success in finding commercial way getting Gas Turbine spare parts into Power Stations despite of international tightening against Syrian importing process.

• Getting Syrian clients (Ministry of Electricity) closer to the Japanese Manufacturer and establishing a diplomatic line encouraging Japanese to invest more and more.

• A success in releasing captured remaining bond of executions remarks held by Commercial Bank of Syria as contract remarks insurance.

EXPERIENCE No.2

OPERATIONS MANAGER AT DEGLATECH AUTOMATED SOLUTIONS, CAIRO EGYPT 2013.

• Ensure having a smooth and swift communication and action-taken for our clients and project partners.

• Ensure Logistic department swift line control with our suppliers for projects order.

• Communicating daily with Egyptian official Institutes (Ministry of communication) to obtain company's registration of different imported types of Security WIFI products.

• Monitoring project management and technical department daily responses to our customers and project partners.

• Revising project's budget with finance department.

• Planning for order (Logistics/ Inventory)

• Reviewing offers that to be sent to the customer.

• Planning with Technical team for pre-execution & execution.

• Weekly risk assessment meeting for ongoing projects.

• Technical appraisal & Customer satisfaction follow for end of projects. ACHIEVEMENTS:

• Lead the key client project (Etisalat Egypt) into a smooth implementation

• Creation of workflow processes for every department with Staff KPIs

• Creation of internal and external companies’ policies.

• Introducing of the Risk Management concept and train the project team on risk analysis.

• Building the spirit of team-playing and the value add of cross departments collaboration EXPERIENCE No.3

2 years as a User Acquisition Manager online working from home (MATERNITY) 2015 -2017.

• Creation and management of mobile user acquisition campaigns

• Monitoring performance, and adjusting spend accordingly

• Tracking and reporting on campaign performance data

• Analyzing ROI through excel data collection

• Growing the social media presence

EXPERIENCE No.4

Okadoc Technologies Onboarding & Training Manager 2018 -Current.

• Implementing an operational process that efficiently onboard clients with minimal roadblocks

• Obtaining high client satisfaction through setting expectations and providing excellent customer service

• Leading and coaching a team of Onboarding to efficiently onboard clients, effectively manage production edits and successfully deploy the product

• Managing of complex and big projects within given ETAs resulting in successful outcomes that include positive customer satisfaction and accelerated Time to Value

• Creation of training materials and deliver best practice training to ensure customer retaining

• A deep understanding of our company’s product offerings solving any issue real-time through the help & support customer direct channel

• Handling multiple processes (e.g. White label, Call-Tracking, Help & Support, Data analysis & Product Project Management & Deployment)

• Acting as the voice of the client and provide information as needed to the Sales, Account Management and Enterprise teams

ACHIEVEMENTS:

• Established the processes on the Onboarding department

• Established the ground communication processes across-the functional teams

• Established the ground rules of conducting customer s training

• Creation of the training materials

• Over 200 training sessions conducted in UAE & across MENA region

• Onboarding of over 7,500 doctors on Okadoc & 250 facilities

• Increasing the volume of organic users by educating the patients on the product s functionalities and support them 24/7

EDUCATION:

• 2005- 2011: Bachelor’s degree: English Literature, University of Damascus

• 2004- 2006: Japanese Language Studies at the Languages Center of Damascus University

• 2006- 2007: Diploma of Japanese Language Studies at Tokyo University of foreign Studies

(Exchange Program for one Year)

TRAININGS & TRAVELS:

• 2009: One-month intensive courses in Takasgo, Japan in regard to the after sales services strategies in diamond network services and Inco-terms.

• 2009/ 2010/ 2011: Participating in the Global Conference of M701D Gas Turbine for three years

(Malaysian, Australian, Japanese) as the main Organizing and planning staff.

• 2010: Participation in Annual Middle east offices MHI conference held in Dubai as an Assistant Representative; reporting workflow, discussing challenges and representing activities of the conference in Australia.

• 2011-2012: 16 Business travels to Egypt, Cairo to meet with Japanese higher management of MHI – DMS to report workflow progress and finalize legal issues.

• 2012: Business Trip to Jordan with Syrian Clients to finalize legal issues with the higher Japanese management.

LANGUAGES:

• ARABIC: Native RWS

• ENGLISH: Fluent RWS

• RUSSIAN: Advanced RWS

• JAPANESE: Intermediate RWS

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