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Ahmed Raafat

Ahmed Raafat

Quality Management Supervisor

Telecom Egypt | Egypt

Technologies

My Portfolio Highlights

My New Course

Introduction to Python

My New Track

Data Analyst

Data explorer, embarking on expeditions to uncover hidden insights.

My Work

Take a look at my latest work.

DataLab

Functions for Manipulating Data in PostgreSQL

DataLab

Intermediate Python

DataLab

Introduction to SQL

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

My Work Experience

Where I've interned and worked during my career.

Telecom Egypt | Nov 2020 - Present

Quality and Process Management Supervisor

• Lead a team of QM/BPM Seniors/Specialists. • Check the status of each assigned task daily and resolve any issues faced the team members with their tasks. • Ensure that each team member is optimally occupied with work. • Plan, organize and lead team meetings to understand & review the current risks and motivate team to resolve the same and ensure action is taken based on the team discussions. • Provide feedback to the development team and ensure the work is carried out in accordance with the schedule and the task requirements. • Gather and analyze information from a variety of sources to create business process models • Translate subject matter expert and stakeholder discussion into process flows and procedures • Facilitate the project management support of the development of Process Models • Collaborate with business subject matter experts to understand and document business processes • Collect, transform, and analyze the data related to the announced business- processes performance indicators. • Design, develop and maintain the process performance dashboards. • Present the performance of processes to management and relevant stakeholders. • Investigate the root cause for data anomalies, weak points or undesired pattern and recommend solutions to the relevant stakeholders. • Conducting awareness sessions to introduce risk identification, assessment, and treatment to relevant stakeholders • Design and develop the required SharePoint pages and lists for the risks and opportunities relevant to the quality management system and its processes. • Collect risk register and upload it to the risk web solution. • Plan, and implement planned/ad-hoc internal audits with the relevant business units to ensure the conformity of their operations against the requirements of ISO 9001 standard and the announced business-processes. • Report audit findings and follow-up on the implementation of correction/ corrective actions. • Investigate escalated quality and process issues.
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Telecom Egypt | Jun 2017 - Oct 2020

Senior Corporate Quality Management Specialist

• Plan, and implement planned/ad-hoc internal audits with the relevant business units to ensure the conformity of their operations against the announced business-processes. • Report audit findings and follow-up on the implementation of correction/ corrective actions. • Investigate escalated quality and process issues. Perform root cause analysis and provide suggestions for correction/corrective actions. • Review and control business-processes documentations.

TE Data | Nov 2014 - May 2017

Technical Contact Center Team Leader

Leading & managing technical support agents/team Ensure agents adhere to schedules and minimize absenteeism of agents Give technical assistance to agents from his/her team and from other teams if required. Identify process/team level risk and escalate the same on a timely basis to ensure early and appropriate mitigation monitoring and check the team's performance and ensure it is consistent with the overall objectives and timelines Ensure adherence to laid down operational metrics and determined SLAs to achieve a high level of client & end-user satisfaction Respond effectively to escalate transactions, customer complaints, and report escalations. Continuously monitor, analyze agent related metrics, and provide actions for improvements. Enhance self-process knowledge of handling transactions (calls/emails/cases) Introduce or suggest process improvements by using knowledge and experience

TE Data | May 2013 - Nov 2014

Technical Contact Center Specialist

Provide response to all incoming telephone queries received from customers in timely and professional manner. Troubleshoot any reported problems and solve end users issues reaching resolution to ensure customer satisfaction Properly escalate unresolved issues to appropriate internal teams Properly document all troubleshooting steps taken in all related applications/ ticketing systems

Asma Group | Feb 2012 - Feb 2013

Sales Representative

N/A

Egyptian Information Center | Oct 2007 - Jun 2010

Technical Support Engineer

Install operating systems, applications and programs. Update, maintain and monitor all aspects of computer networks. Diagnose and troubleshoot software and hardware problems.

Kit Training Center | Dec 2003 - Sep 2004

Technical Support Assistant

Assist and support technical staff in their day-to-day activities. Provide technical support assistance for desktop applications. Execute technical support functions for client server. Provide technical support to technicians in resolving and troubleshooting technical problems.

My Education

Take a look at my formal education

Workplace SuccessEducation for Employment | 2013
Bachelor's degree, Management Information Systems.  · (SeptemberFuture Academy | 2007

About Me

Ahmed Raafat

A highly motivated and ambitious individual with 5+ years of data analytics experience in quality management and business process performance field, with proven ability in planning, implementing, and reporting findings.

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