EXECUTIVE SUMMARY. CORE FUNCTIONAL SKILLS Quality Management o. Ahmed Abdullah Serag. 1 P a g e

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1 Ahmed Abdullah Serag Website Seeking a management level assignment in Quality Management/ Operatins Management/ Client Servicing where ver 16 years f experience will add value t peratins. EXECUTIVE SUMMARY A result riented prfessinal with mre than 16 years in Quality Assurance, Client Servicing and Operatins Management. Currently wrking as Quality and Prcess Excellency Cnsultant. Demnstrated abilities in frging and implementing strategies aimed at achieving results by leading and mtivating the wrkfrce twards accmplishing business and crprate gals. Resurceful at maintaining relatinship with clients t achieve quality prduct and service nrms by reslving their service related critical issues. Deft at establishing and develping the rganizatin Quality Management System frm Scratch t Satisfy Quality Standards like ISO 9001 and CMMI fr Develpment. Prviding cnsultatin and caching rganizatin t achieve Operatinal Excellency. Helping rganizatins t discver and slve the peratinal bttlenecks thrugh perfrming rt cause analysis and prcess imprvement initiatives. Wrk as External Audit Party t ensure the level f Organizatin s Quality Management System adherence. Wrk in cperatin with rganizatin teams t wrk n fllwing up and clsing the audit findings and t develp a permanent reslutin fr the chrnic prblems. Successfully achieving the Requirements f the internatinal Quality Mdel CMMI Level 3 in December Successfully achieving the Requirements f the internatinal Quality Mdel CMMI Level 2 in June Adept at establishing the Call Centre fr my current rganizatin t handle the custmer request fr the cmpany different prducts. Prgressive experience and successful cntributin in business analysis/evaluatin, prductdevelpment life cycle methdlgies, supplier management, prcesses, standards, and systems in an rganizatin that previusly had n standards r prgrams in place. Pssess excellent interpersnal, cmmunicatin & rganizatinal skills with prven abilities in team management & custmer relatinship management. Gained expertise areas t be shwn t the emplyers such as Agile, CMMI, ISO 9001, ISO 14001, ISO 27001, Six Sigma, Ttal Quality Management, Prject Management, Statistical Quality Cntrl, Prcess Management, Cntinuus Imprvement and Gal-Driven Measurements. CORE FUNCTIONAL SKILLS Quality Management Participating in executin f varius quality imprvements strategies fr cntinual imprvements in the services and TAT s (Turn Arund time). Develping new business cre prcesses and imprving the current nes fllwing the Prcess Management Methdlgies. 1 P a g e

2 Prviding feedback t team members n quality parameters by barging calls / mnitring prcesses. Cnducting internal prcess audits & prcess reviews fr ensuring strict adherence t the prcess parameters/systems as per defined guidelines. Managing custmer service peratins fr rendering and achieving quality services. Operatins Management Mnitring functining f prcesses ensuring cmpliance t the agreed SLA levels. Handling prcess transitins and mnitring the same fr smth peratins. Supervising peratins and taking critical decisins with regards t perfrmance. Wrking clsely with the MIS team t ensure crrect reprting f peratinal metrics. Client Servicing Addressing custmer queries and attending inbund calls / ut bund calls. Managing service peratins fr rendering and achieving quality services; prviding first line custmer supprt by answering queries & reslving their issues, ensuring minimum TAT. Assessing the custmer feedback, evaluating areas f imprvements & prviding critical feedback t the assciates n imprvements and achieving higher custmer satisfactin matrices. Ensuring cntinuus interactin with the custmer t make sure that area f cncern can be wrked upn fr imprved service levels. Team Management Allcating the wrk t the subrdinates, ensuring timely cmpletin. Recruiting, mentring and mtivating team members t achieve the desired target. Identifying training needs and imparting training t them t enhance their skill levels. Organisatinal Experience Since June 2015 wrk as Quality and Prcess Excellency Cnsultant Freelancer Accuntabilities: Prmte and facilitate diagnsis f wrk flw impediments and ther wastes thrughut the peratins and business practices f the rganizatin and advise n apprpriate strategies t eliminate waste. Prvide guidance and help t rganizatins in rder qualify them and their Quality Management Systems t cmply with ISO 9001 and CMMI quality mdel requirements thrugh defining and implementing their wn prcesses and prvide the training required fr their emplyees. Cmpse Prcess Imprvements Teams and train them t be prcess wners and t lead the prcess imprvement initiatives. Cnduct rganizatin gap analysis in rder t define the strengths and weaknesses and t make use f these weaknesses t start the prcess imprve initiatives. Establish the prcess imprvement plans t target the weakness pints discvered as a result f gap analysis r the regular audits. Cnduct Regular Management Review Meetings in rder t track and review the prgress f the prcess imprvement initiatives. Data-driven diagnsis includes data cllectin, rganizatin, packaging and presentatin t cmmunicate needs and requirements t internal assciates and custmers. Use f cllected data fr rt cause analysis. Directly prvide frmal and infrmal training and caching t rganizatin teams. Cnsult and prvide guidance in Develping and imprving quality management systems. 2 P a g e

3 Guide and helping rganizatins in changing the quality culture. Implementing methds and techniques t eliminate waste and imprve prcess. Implementing quality imprvements and quality mdels and Framewrks. Cnduct regular audits n the rganizatins t ensure prcesses adherence and recmmend crrective actins fr prcess imprvement. April 2012 June 2015 with Asfur Crystal Internatinal, Cair, Egypt as IT Quality Manager Accuntabilities: Manage IT quality plicies, prcedures, prcesses, prgrams, and practices, t ensure cntinuus imprvement f infrmatin technlgy services and maintain the integrity f systems. Plans, crdinates and directs staff in the quality department. Overseeing prgramming, evaluatin, and testing f new r mdified sftware prgrams. Supervising Quality Cntrl and Security staff in carrying ut tests and checks. Writing technical and management systems reprts. Bringing tgether staff f different disciplines and driving the grup t plan, frmulate and agree cmprehensive quality prcedures. Persuading reluctant staff t change their way f wrking t incrprate quality methds. Frmulate and manage the develpment and implementatin f gals, bjectives, plicies, prcedures and systems pertaining t the QA/QC. Setting QA cmpliance bjectives and ensuring that targets are achieved. Highlights: Establishing the Quality Management Functin with three main rle as fllwing: Sftware Quality Cntrl Unit. IT Quality Audit. Prcess Imprvement Unit. Releasing a new Versin f IT Quality Management System. Establishing the Sftware Develpment Lifecycle. Establishing a User Cmplaints Management System t ensure a high level f Custmer Satisfactin. Jul 05- March 2012 with Egypt Netwrk, Cair, Egypt as Quality Manager Accuntabilities: Develp, implement and maintain Quality Plicies and Strategies thrughut the rganizatin department and functins by wrking and cperatin with Department Managers and Senir Management. Assessing the rganisatin Maturity Level and the current plicies and prcesses and cmmunicate the areas f imprvements and the required actin t all Department Managers. Mnitring the Organisatin Perfrmance with the Strategic bjectives using the KPIs. Planning fr Annual Audits as well as planning fr Sftware develpment prjects. Cnducting regular custmer survey in rder t evaluate and imprve the quality f business prcesses and client services. Reviewing the Quality Reprts fr Prducts and Prcesses Perfrmance. Escalating issues t senir management as apprpriate and wrk n driving them t clsure. Organising assessment activities including cnducting infrmal gap evaluatins, applying crrective actins, and preparing fr frmal assessments. 3 P a g e

4 Heading the Prcess Engineering Grup (EPG) which is respnsible fr maintaining and develping the rganisatin prcesses. Crdinating with external cnsultants fr the prcess imprvement prjects. Highlights: Participated in the Organizatin Strategic and business Planning. Enhanced the Prcesses by wrking n reducing the cst and increasing the prductivity. Efficiently enhanced the rganizatin perfrmance by taking the wnership f the fllwing: Cllecting and mnitring the rganizatin s KPIs. CMMI Prcess Imprvement Prject. Implementing the Infrmatin Security Management System ISO Six Sigma Prject t reduce the rder cycle time. Dcumenting the Organizatin Prcesses. Increasing the custmer satisfactin rati by establishing the Custmer Care department, Call Centre and by develping the Service Level Agreement (SLA). Prficiently develped the Quality Management System t meet CMMI Level 3 requirements. Implemented ADSL Order Implementatin prcess and Custmer Cmplaint Prcess, Delivery Prcess and HR Prcesses. Reduced the cycle time f rder implementatin prcess t be 9 days instead f 21 day using Six Sigma techniques which prduced cst reductin by 45%. Oct 99-Jun 04 with Raya Distributin (Nkia Mbile Phnes Sle Agent), Cair, Egypt Grwth Path: Custmer Care Representative Oct 99-Jun 00 Custmer Care Supervisr Jun 00-Dec 02 Branch Assistant Manager Jan'03-Jun 04 Rle as Branch Assistant Manager: Investigating and reslving custmer's prblems alng with handling their cmplaints. Writing reprts analysing the custmer service that the rganizatin prvides. Develping custmer service plicies and standards fr yur rganizatin r department. Maintaining the recrd f recruitment and appraisals. Prviding training t the staff fr delivering high standard f custmer service. Keeping ahead f develpments in custmer service by reading relevant jurnals, ging t meetings and attending curses. Rle as Custmer Care Supervisr: Supervising a team f custmer service staff. Ensuring the prductivity meets r exceeds service and quality standards. Develping and implementing prcess and/r peratinal imprvements t enhance efficiency and effectiveness f peratins. Rle as Custmer Care Representative: Reslving the custmer cncerns regarding their Mbile Phne prblems. Describing the mbile prblem t the engineer thrugh the system used. Adhering t the custmer care prcesses and plicies. Highlights: Efficiently participated in ISO 9001 prject. 4 P a g e

5 Prficiently enhanced the custmer care prcess and prviding the training needed fr my team t enhance the perfrmance. Discvered a simple remedy fr a mbile defect that was csting the cmpany. Selected as the best emplyee fr the 1st quarter f year Previus Assignments El Guna Mvenpick Htel, Egypt Reservatin Clerk May 99-Oct 99 Telephne Operatr May 97-Dec 97 Academic Credentials 2009 Pst graduate Diplma in Ttal Quality Management, American University, Cair, Egypt B.A. English Literature, Al-Mansura University, Al-Mansura, Egypt. IT Skills Windws XP, Vista, MS Office, MS Visi, MS InfPath and MS Prject, Minitab, SPSS Training & Certificatins Undergne ISO 9001:2015 Lead Auditr Certificatin by TUV Rheinland. Agile Develpment Sftware Develpment Methdlgy by SECC. ITIL Fundatin Curse by Glbal Knwledge. Leadership Btcamp by Stephen Cvey. PMP Preparatin Curse frm EMAC Academy. Ttal Quality Management Diplma frm American University in Cair. Planning fr Tp Quality frm American University in Cair. ISO 9001 and ISO frm American University in Cair. Six Sigma frm American University in Cair. Statistical Quality Cntrl frm American University in Cair. Implementatin f Gal Driven Measurement frm Sftware Engineering Institute Carnegie Melln University. Micrsft Certified Slutin Develper- MCSD frm Micrsft. Prject Management Wrkshp frm CARDINIS (Italy). CMMI Overview frm QAI Asia. Intrductin t CMMI frm QAI Asia. Prduct & Prcess Quality Assurance frm QAI Asia. Cnfiguratin Management frm QAI Asia. Supplier Agreement Management frm QAI Asia. Technical Slutin and Prduct Integratin frm QAI Asia. 5 P a g e

6 Requirement Management frm QAI Asia. Prject Planning, Prject Mnitring & Cntrl frm QAI Asia. Measurement & Analysis frm QAI Asia. Decisin Analysis & Reslutin frm QAI Asia Risk Management frm QAI Asia. Custmer Service excellence frm Quest. Etiquette f Custmer Service frm Internatinal Marketing & Management Institute (IMI) and Eurpean Management Centre. Etiquette f Custmer Interactin frm Internatinal Marketing & Management Institute (IMI) and Eurpean Management Centre. Custmer Care Wrkshp frm Innvatin Grup, Inc. Sales and Retail Internatinal Marketing & Management Institute (IMI) and Eurpean Management Centre Team Building frm Eurpean Management Centre Custmer fcused retail training frm Raya Academy. Persnal Dssier Date f Birth: 29 th Octber 1971 Address: Natinality: Marital Status: Passprt N.: Al-Farawanyah, Kuwait Egyptian Married A Date f Issue: 13/05/2015 Date f Expiry: 12/05/2022 Place f Issue: Egypt 6 P a g e