Experienced telecom consultant with a demonstrated history of working in the telecom industry with service providers and regulator. Skilled in Management, Government relations, Regulatory Compliance, Telecom Strategies, Analytics, Policies, Digital Transformation, and Public speaking .

Experience

  • Consumer Protection Senior Specialist / Section Manger (Acting)

    at Communications Regulatory Authority

    September 2012 - at Present

    Baladīyat ad Dawḩah

    Working in the Communications Regularity Authority in the state of Qatar with the responsibility to: Leads the investigations and discussions with the telecom service providers in issues related to telecom consumers in the country like; Fraudulent incidents, misleading advertisement content, compliance to the regulations, Charges, Provisioning, Misleading Practice, Network Coverage and Quality of Service issues. Manage awareness campaigns to protect the telecom consumers from misleading and unfair practices, mandated to safeguard the telecom consumer rights and assure compliance to the existing regulatory frameworks. Presenting the department and CRA in different internal and external meetings, events, and workshops. Assessing the gaps in the existing consumer protection policies and guidelines and working with a diverse team to update and solve consumer protection challenges. Monitoring the telecom service providers' compliance with the applicable regulatory frameworks.

  • Technology Incidents Senior Analyst

    at Vodafone Egypt

    September 2007 - August 2012

    Muḩāfaz̧at al Qāhirah

    Managing the operations of handling the technology incidents between the Technology & Customer Care department includes making an audit on the technology teams to avoid any process violations while handling the unplanned technology incidents that might impact the business. Following the escalation matrix and procedures according to the process in case of SLA violation. Monitor the trend of the common impact outages, do data analysis to present for the management, and utilize the results to internally argue for taking the proper preventive actions to reduce the 'issues' re occurrence. Key point of contact at the technology department on behalf of IT & GSM network teams, interfacing with the customer care department "Was responsible for any operational communications between the technology department & the customer care department." Managing the planned outages alignment with different stakeholders and ensure the implementation within the approved downtime window.

  • Customer Care Advisor

    at Vodafone Egypt

    August 2006 - August 2007

    Muḩāfaz̧at al Qāhirah

    An advisor for the customer related matters, resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Build sustainable relationships of trust through open and interactive communication. Suggest solutions when a product malfunctions. Handled customer requests related to billing & other service requests maintained the service level of handling the customer requests. Introduced outstanding customer care for cascading an excellent customer experience of Vodafone Egypt introduced a superb level of quality and added value to the customers that exceeds the customer expectations.

Education

  • Internet of Things

    at Telecom & Tech Academy

    2019 - 2019 (1 year) Baladīyat ad Dawḩah

  • Crisis Media Management

    at Aljazeera Media Institute

    2019 - 2019 (1 year) Baladīyat ad Dawḩah

  • ICT Unified Communications & Digital Services

    at Telecom & Tech Academy

    2018 - 2018 (1 year) Baladīyat ad Dawḩah

  • Telecom Regulations for today- Adopting the change

    at Neotelis Inc.

    2018 - 2018 (1 year) Baladīyat ad Dawḩah

  • Smart Cities

    at Telecom & Tech Academy

    2018 - 2018 (1 year) Baladīyat ad Dawḩah

  • Leadership for Telecoms and Tech Innovation

    at Telecom & Tech Academy

    2018 - 2018 (1 year) Baladīyat ad Dawḩah

  • Effective Telecom Strategies

    at Telecom & Tech Academy

    2018 - 2018 (1 year) Baladīyat ad Dawḩah

  • Creativity & Innovation Training

    at ICSB (International Council for Small Business)

    2018 - 2018 (1 year) Baladīyat ad Dawḩah

  • Master Class in Modern wireless network

    at Interconnect Communications

    2015 - 2015 (1 year) Baladīyat ad Dawḩah

  • Ace Your Service

    at Informa

    2015 - 2015 (1 year) Baladīyat ad Dawḩah

  • Project Management Essentials

    at Deloitte

    2014 - 2014 (1 year) Baladīyat ad Dawḩah

  • Managing A diverse Team

    at Ministry of information & Communications Technology

    2014 - 2014 (1 year) Baladīyat ad Dawḩah

  • Bachelor Degree of Commerce

    at Faculty of Commerce -English Section

    2001 - 2005 (4 years) Muḩāfaz̧at al Minūfīyah

Languages

  • Arabic Native

  • English Native

Hives