Heba Nasser Farahat

• Act as a primary point of contact between customer, partner/s, and other Infor departments
• Schedule, facilitate and monitor operational activities with respect to IMS contract
• Monitor project implementations and provide comprehensive updates on overall support and/or implementation progress, issues, key milestones, and risks within Infor
• Escalate critical issues to prevent any service degradation
• Schedule and participate in project steering committee meetings to operational delivery updates
• Ensure a smooth transition from implementation to go-live to stable operations and continuation of relationship Infor Services
• Provide feedback to Infor consulting teams, partners, and cloud operations to ensure continuous improvement.

• Accountable for the Quality of telecom solutions & overall service management profitability of several accounts such as the world’s biggest chemicals company; BASF, and UPS and Henkel.
• Acts as the customers' primary point of contact and an escalation point & proactively identifies existing customer needs and opportunities and grows the customer relation with Orange.
• Prepares periodic customer service reviews and ensures customers’ complains are managed and resolved in a timely manner within SLA.
• Creates and reviews all internal root cause analysis (RCA) and generates customer-facing RCA to be communicated to customers.
• Handles change requests, tracking of change implementation, change reporting and change billing.

• Managed the company’s customer-interfacing teams in ensuring efficient service delivery, in line with customer experience guidelines.
• Created and designed process functions, frameworks, strategies, user experiences, operational efficiencies, customer journeys and governance mechanisms.
• Gathered and disseminated customer feedback and re-designs communications, client-facing experiences/ interactions, and touch points accordingly.
• Oversaw and resolved the problem handling KPI on the Business Unit’s balanced scorecard and successfully improved from ‘robust’ to ‘stretched’ within a 3-month timeframe.
• Liaised cross-departmentally with technology, product development, customer retention and sales teams to improve monitoring mechanisms for KPIs, identify weaknesses, and drive improvements in service delivery.
• Designed a motivation program project for frontline call center that elevated the VOC (Voice of Customer) and overall CSAT score of the company’s call center channel (now expanded to frontline retail agents).
• Owner of the CEO weekly and quarterly CX performance across all Ooredoo customers interfacing channels dashboard.
• Created business rules to route customer complaint tickets effectively decreasing average ticket response time by 60%.
• Planned and led large scale "CX Transformation" projects to drive business revenue, work with cross-functional teams to deliver omni-channel experience part of "Digital Transformation" strategy team from planning till execution.
• Built multiple RFP's, evaluated the Vendors response and spearheaded the end-to-end implementation of CX enabling technologies Led the development & implementation projects of ‘Voice of customer’ solution aimed at automated User Experience tracking across Ooredoo.

• Developed and managed product requirements and policies related to product performance and end-user experience with a focus on optimization, simplification and enhancements.
• Managed network audit project which compared speeds between Qatar’s two network operators across 200 of Qatar’s hot spots.
• Team included off-shored specialists in Finland.
• Interfaced with platform teams to develop improvement initiatives on product issues identified through market surveys.
• Managed service experience issues including outages, updates, and service complications.
• Managed the network coverage expansion project that extended the 4G coverage network to Qatar’s Desert camping areas.
• Managed the Digital Universe Project utilizing consultants from large market vendors to map out all the As-Is customer journeys of all customer ( internal and external) interactions with Ooredoo and carried out numerous workshops with all department within Ooredoo and successfully developed a comprehensive state of the art To-Be journeys bible.

• Led marketing campaigns across all forms of content delivery platforms by enabling the assessment of launched campaigns/ promotions, leading in-bound/ out-bound marketing initiatives, pursuing intelligent targeting and leading micro-segment based initiatives, and enabling reactive/proactive retention, optimization, and hygiene campaigns.
• Managed reporting and dashboard by closely monitoring market trends, enabling measurement and monitoring of products and services performance, regulating automated reporting and dashboard capabilities, and assuring data availability and integrity.
• Developed marketing strategies through pricing analyses for new/existing prepaid products and services, analysis of promotions/tariffs to ensure market and value share, forecasting price sensitivity and price elasticity of demand and value perception, and benchmarking assessments of competitor’s tariffs to ensure strategy is competitive with market standards.

• Managed the performance and KPI’s of Customer support engineers of Ericsson towards Ericsson’s customers; Telecom Operators across MEA region.
• Provided configuration management expertise and recommendations for the Middle East and Africa regions, covering all of Ericsson’s customer support tools and platforms.
• Produced monthly and quarterly Balanced Score Cards (BSC) covering the Northeast Africa customer unit and handled all customer support communications of the Middle East and Africa region (21 countries).
• Generated standard documents such as customer support performance reports, data for global KPI reports, and performance reports (SLA fulfillment reports).
• Oversaw base and contract details in CSCMS (Customer Support Contract Management System), including customer specific network configuration data, contract status, request extensions and changes.
• Organized and led customer (i.e.
• Zain, MTN, Vodafone, Etisalat, Mobinil, Vivacell, etc.) workshops across Africa and GCC which involved systems trainings and hands on labs.

• Ensured project execution by managing program maintenance, coordination and alignment of activities for the Multimedia, Market Unit North Africa department, working closely with the VP of multimedia for the Market unit.
• Monitored and led program budget activities including financial analysis reports, yearly budgets, and financial controlling of all cost centers’ expenditures.
• Lead and organized quarterly regional Leadership team meetings for the Market Unit.
• Appointed by the head of the Market Unit for Organizing and successfully executing Global Ericsson events, including the high-profile EGW Executive Growth Workshops, attended by the top 100 Ericsson executives worldwide.
• Developed and maintained the Multimedia North Africa interactive website.
• Prepared the organization for the yearly Corporate Audit and successfully attained the accreditation.