Mostafa H Abd El-Hamid

Support the discovery, review, and alignment of initiatives to strategic objectives through the prioritization process.

Analyze, plan, develop and deliver a detailed project plan to track progress

Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility; ensure that all projects are delivered on time, within scope and budget

Measure project performance using appropriate systems, tools, and techniques while using appropriate verification techniques to manage changes in project scope, schedule and costs if required

Fulfill communication on C-level and manage relationships with all stakeholders; report and escalate to management as needed

Partnering with cross-functional teams, execute plans to achieve objectives while assessing and mitigating risks and issues to ensure successful delivery of programs/projects

Create and maintain comprehensive project documentation

Promote business process optimization based on VOC and market competition. Use Continuous Improvement capabilities (Six Sigma, Lean)

Provide subject matter expertise and drive the design and application business process and system integration

Ensure the integrity and consistency of the design and governance of the Business Process in collaboration with the broader teams

Provide fast, accurate, and personalized communication to the customers through email, phone, live chat, and social media.

Solve customer issues by developing expertise in relevant product areas and by learning to troubleshoot a diverse range of customer issues.

Identify and surface individual customer trends and process improvements by collaborating with the team.

Reproduce and document bugs for the Engineering and Product teams to support quicker customer resolutions.

Contribute to the ongoing learning and success of the teams by participating in experimentation efforts across the teams that help drive meaningful improvements to the customer experience.

Maintain our learning resources and knowledge base to improve the accuracy of the support we provide to customers.

Extensive experience working as a Business Analyst in a medium to large scale organization

Experience with project methodologies, i.e. Agile

Exceptional written and oral communication and relationship management capabilities.

Experience working in a collaborative team environment, especially within multi-disciplinary teams.

Act as a second line for the Contact Center team in case of escalation, customer complaints, and refund cases.

Investigate the customers’ complaints raised by the other departments and support the customers accordingly.

Report the invalid actions or cases to other stakeholders based on the investigation outcome.

Handle customers’ escalations and compensate them in case valid and required.

Receive Payment, Refund, and Credit issues and exhaust the resources and gateways tools to rectify the situation based on the investigation outcome.

Respond to the Customer & Restaurant related emails and investigate the case to sort out the issue with RMS, AMs and achieving FCR.

Handled inbound customer queries, services requests, and complaints.

Specialized in customer experience tasks.

Supported the team by applying knowledge/skills to complex cases.

Acted as team leader delegate and maintained the team's total performance.

Supported CSR's by recommending best practices, answering client inquiries.

Develop customized solutions that address specific needs.

Overseeing the development of technical solutions, reviewing technical documentation, and tracking bugs and outages to report them.

Identify agent strengths and opportunities and report findings up to TLs.

Handled inbound customer queries, services requests, and complaints.

Specialized in customer experience tasks.

Supported the team by applying knowledge/skills to complex cases.

Acted as team leader delegate and maintained the team's total performance.

Supported CSR's by recommending best practices, answering client inquiries.

Develop customized solutions that address specific needs.

Overseeing the development of technical solutions, reviewing technical documentation, and tracking bugs and outages to report them.

Identify agent strengths and opportunities and report findings up to TLs.

Evaluated students' abilities and grasp of the English language, keeping appropriate records, and preparing progress reports. Immersed students in unfamiliar cultures by devising hands-on activities. Encouraged participation by maintaining a positive attitude and proactively engaging students in activities and lessons. Used effective teaching techniques and learning strategies in translating lesson plans into productive student learning experiences Designed and developed instructional activities using data from student learning style assessments. Developed lesson plans and adapted curriculum to meet individual needs of students Selected and prepared educational resources, taking account of students' interests and cultural backgrounds. Organized a detailed list of resources to help students go beyond classroom environments and delve into topics of interest. Developed interesting lectures and educational activities to maximize learning within the classroom.

Prepared for public relations presentations and plans by gathering information on business objectives, vision, brand strategy, competition, and industry trends.

Studied objectives, promotional policies, or needs of organizations to develop public relations strategies influencing public opinion or promoting ideas.

Responded to requests for information from media or designated appropriate spokesperson or information source.

Oversaw professional social media messaging through content development, follower engagement, social listening, trend analysis, and leveraging competitor research.

Prepared or edited organizational publications such as employee newsletters or stockholder reports for internal or external audiences.

Drafted press releases detailing relevant newsworthy information and supporting brand image, and worked with news media to spread positions.

Created unified messaging of public relations efforts in conjunction with advertising campaigns by working closely with marketing peers.

Performed duties in accordance with all applicable standards, policies, and regulatory guidelines to promote a safe working environment.

Managed quality assurance program, including on-site evaluations, internal audits, and customer surveys. Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.