Mohamed Moustafa Saleh Hassan Awaad4 Bashaar Ibn Bord St, off Makram Ebeid, Nasr City, Cairo, Egypt

Tel: (+20)2 22747250 Mobile: (+20)1005796788 E-mail: mmsalehawaad@hotmail.com

Objective: Build a career in the Re-engineering & Production Management. Where I can use my technical skills and enhance my knowledge and experience in this field.

Educational Background:2015 Lean Six Sigma degree - “Yellow Belt”.2014 MBA degree - Major of Project Management, Arab Academy for Science & Technology.2014 PMP preparation course. 2005 Bachelor degree - Faculty of Commerce, Accounting section, Ain Shams University.2000 High school degree - Aziz Abaza Language School (AALS).

Work Experience:January 2010 till Now: Assistant Manager Operations HSBC Electronic Data Service DeliveryProcesses:

oNCS Loans Oman at Retail Credit Service from Jun 2012 till Now.o Short Term Assignment “STA” in PRI team for 3 months from Sep 2015

till Jan 2016, and done by efficiency project in CSEM – CDD saved 1 FTE during my STA.

oKYC at Banking Operations from Nov 2011 till Jun 2012.oMEFCO at the HBME CC from Mar 2011 till Nov 2011.oRegional Queue at the HBME Contact Center from Jan 2010 till Feb 2011.

May 2006 till January 2010: Team Leader at Raya contact CenterTitles:

o Acting as Project Manager from July 2008 till Jan 2015.o Team Leader from Nov 2007 June 2008.o Senior CSR from Jul 2007 till Nov 2007.o Backup Senior CSR from Apr 2007 till June 2007.o Customer Service Representative CSR from May 2006 till Mar 2007.

March 2006 till May 2006: Customer Service Representative CSR at ECCO, Vodafone account.

Summer Trainings: Jun – Jul 2003: Halliburton Overseas Ltd.Sep – Oct 2002: Arab African international Bank (AAIB)Sep – Oct 2001: Arab African international Bank (AAIB)Aug 2001: National Bank of Egypt (NBE)(Trained in finance departments & customer service)

Duties & Responsibilities during my work journey:

o Produce, interpret and analyze Management Information (MI).o Monitoring performance metrics (OOE) to maximize efficiency and productivity. o I was responsible of preparing the Monthly Dashboard of the GSO which was delivering to Center

Manager.o Member of production management committee.o Delivered Production Management Awareness sessions for Band 7 and 8. o Monitoring the entire process matrix to ensure that the process is meeting all PLA’s targets. o Ensure compliance of the controls requirements by performing the required audit checks for the process.o Supervises the daily activities of the process.o Adhere to the performance management methodology and agreed timelines.o Continuously manage operational risk, including its identification, assessment, mitigation and controls, loss

identification and reporting in accordance with the Operational Risk Management Framework.o Handle all CSRs needed on-job training / coaching to leverage their performance to the set standards.o Assess the CSRs performance on monthly basis in relation to their objectives as well as their performance

on annual basis. o Monitoring the incoming items on the queues (Real Time Display) to maintain even distribution. o Act on and log any Business areas request. o Generate and send the agreed reports to the clients regularly as required by the client. o Maintaining staff schedule adherence and absenteeism during hours of operation.o Provide the necessary coaching and training to my CSR team to ensure that KPIs quality is being met.o Hold and document one to one meetings with relevant agents to communicate feedback based on monthly

performance assessment including transaction monitoring feedback, even if the agents are meeting the required targets

o Responsible for ensuring that End-User Privacy policies are properly implemented. o Build and ensure that all data on my project's K-base is updated.

Projects and Achievements:- Leaded Regional Six Sigma (Yellow Belt) Project for MENA which resulted of yearly saving

$ 26,712. It has been observed that 40% of loan volumes across the 4 MENA processes have one or more discrepancies resulting in unnecessary rework and delays in TAT and the scope was to reduce these errors and thus improve the turnaround time and reduce time on re-works. We have implemented IQ tool to record and identify the root cause of discrepancies and sent it to Business area on monthly basis sorted by the branches and individuals so they can know where is gaps then they can take the proper action, This was result of reduce input quality error rates (count of discrepancies/count of items received) to less than 21% thereby improving the number of loans disbursed the same day.

- Done by Streamlining project for Retail credit Services resulted in saving one FTE which equal to $ 8700. An in- depth review of the process has revealed some redundant steps and high no. of touch points in some of the procedures. This has led to higher wait times within the process and also adversely affected the overall TAT for the loan approval process. To achieve time saves by reducing touch points and removing redundancy in process steps

- Created Balanced Scorecard for entire Back Office processes to track the performance on Monthly basis and to evaluate the End Year Appraisal on Objective basis not subjective basis in terms of (Initiation, planning, executing, monitoring & control, and closing) in 2012.

- I was part of migration process of the Regional Contact Center of HSBC MENA from India to Egypt in terms of execution, monitoring & control.

- I was responsible of the migration project of the call center of Bank Audi from Giza premises to Dokki premises in terms of Initiation, planning, executing, monitoring & control, and closing in 2010.

- I was responsible of the migration project of the call center of Bank Audi to move from Nortel central system to Avaya central system and to update CRMS version (Seibel), in terms of Initiation, planning, executing, monitoring & control, and closing in 2009.

- Involved of COPC Audit at Raya Contact Center in terms of executing part in 2007.

Courses:- Production Management.- Situational Leadership 2.- MBTI (Myers-Briggs Type Indicator).- Operational Risk.- Information Security Risk.- Leadership Transition 1.- Essentials of Team Dynamics.  - Anti-Money Laundering and Sanctions Awareness.- Handling Difficult Conversations.- Sanctions.- Anti-Money Laundering.- Setting Performance Objectives.- Customer Services Training & Certificate from International Customer Service Association

(ICSA); Through The Customer's Eyes 2006 six distinct modules as following:

Why Customer Service Matters What Customer Wants Essential Customer Service Skills, Part I Essential Customer Service Skills, Part II Handling Complaints and Dealing with Angry People Customer Service as a Strategic Marketing Tool and Customer Service Teams

Extra-curricular activities:- Member in HSBC “Corporate Social Responsibility” Committee.- Member in “The Nile Youth Family” Participated in (festival of peoples 2004). - Member in “Model of Egyptian Parliament” at American University in Cairo.

Skills:- Computer skills: Knowledge of MS office. - Language skills: Arabic: Mother tongue

English: Fluent French: Fair

Personal Data: - Date of Birth: 29/3/1983- Place of Birth: Kuwait- Nationality: Egyptian- Driving license: Valid driving license- Military status: Exempted