Mostafa ElSamman
Riyadh
Summary
Dynamic and innovative professional with a strong command of English and Arabic, complemented by excellent communication and leadership skills. Proficient in active listening, adaptability, and decision-making, with a proven track record of creativity and structured management. ICDL certified with expertise in MS Windows, MS Office, internet & IT, alongside good computer hardware skills. Committed to continuous learning and achieving excellence in all endeavours.
Overview
15
15
years of professional experience
2011
2011
years of post-secondary education
1
1
Certification
Work history
Customer Experience (CX) Strategy & Analysis Professional
Huawei-stc
02.2024 - 01.2026
- Develop customer-based CEx models with right CEx measurement framework across customer journey, sub journey, dynamic customer segments, products and touchpoints.
- Develop strategic objectives and 3-year plan for CCEx (Corporate Customer Experience) and DT (Digital Transformation), including key deliverables, milestones and detailed activities.
- Develop templates, designs and frequent Corporate CEx Reports and Communications for executives (GCEO and CXOs Reports).
- Enhance CCEx&DT executive reports visibility, ensuring clear and impactful overviews with a unified layout and harmonized content.
- Lead engagement with global industry standards organizations (such as TMforum, McKinsey, KPMG, etc.) to develop new strategies and models in customer experience and digital transformation.
- Collaborate with international organizations and industry experts to stay updated on the latest trends and best practices in Customer Experience.
- Build Corporate CX Center Of Excellence Framework & Operating model including Benchmarking, Models, Measures and frameworks.
- Conduct end-to-end customer journey mapping to understand customer experience and perception with market research.
- Participated in TMforum catalyst projects by identifying use cases and coordinating with vendors for implementation till awards submission and showcase in DTW event.
- Set the priority of the participated catalyst in DTW event and set the final list for value-based engagement.
- Maintain TMforum certifications for CCEx & DT Indices, Models and strategies and stay updated with industry best practices.
- Create visually informative data visualizations and dashboards to effectively communicate findings and insights to Executives & stakeholders.
- Apply business analysis methodologies for actionable strategies.
- Participating in the yearly sustainability report development towards sustainable growth
PMO & Performance Management Manager
Etisalat Misr
01.2021 - 01.2024
- Design and implement comprehensive performance management KPIs aligned with organization strategies and directions.
- Collaborate with all technical department management towards the yearly dashboard and targets towards organization effectiveness and drive performance.
- Design performance governance system across the whole KPIs for performance oversee.
- Provide regular weekly and biweekly value-based reports for management follow up.
- Set up monthly meeting with CTO & executives to present monthly performance KPIs status with insightful key messages.
- Facilitate ongoing performance -related issues and conflicts in a timely and effective manner.
- Design Balance Score Card Index “BSCI” with targets to assure achieving organization strategic directions.
- Manage KPI automation to be at one platform to match the digital strategy.
- Develop focus sector for customer centric KPIs and to be reported separately to Executives towards customer satisfaction.
- Oversee running processes for modification or new process development with quality teams to facilitate KPIs achievement.
- Set focus groups for the gap areas which need to be developed through defining concerned stakeholders, main objectives & timeline which meet main KPI targets.
- Conduct internal audits to assess the processes & guidelines adherence and identify improvement areas.
Program Management Senior Supervisor
Etisalat Misr
09.2019 - 12.2020
- Manage end-to-end Mega projects with different aspects “Network enhancement, Opex saving, Regional focus, financial, Research and Development” throughout all project phases.
- Conduct business analysis for the project main objectives for Key stakeholders defining.
- Set project scope of work, milestones timeline, deliverables and success criteria.
- Allocate required budget and resources as per project’s main objective.
- Set governance model to oversee resources utilization, budget allocation & project objective progress.
- Manage vendors/suppliers for timeline, project objective and materials.
- Conduct quality assurance regular checks to ensure standards compliance.
- Oversee project risks throughout project milestones and be ready with a contingency plan for the expected or unforeseen risks.
- Establish effective channel way for all stakeholders/vendors for regular update & progress reports.
- Articulate project documentation such as project charters, project review, lesson learnt and improvement areas.
- Ensure smooth project closure including handover of deliverables to operation or the concerned team.
Technical Asset Management team leader
Etisalat Misr
08.2017 - 08.2019
- Lead asset management and NIM “Network Inventory Management” team to drive automated centralized database.
- Coordination with finance team to ensure all technical hardware changes are updated successfully and on time on finance registers.
- Manage end-to-end assets life cycle starting purchasing till retirement .
- Manage materials utilization and optimization.
- Develop or modify running processes towards assets management.
- Weekly and monthly value-based reports for management update and support needed if any.
- Handle both Organization and manage service teams to track and monitor all hardware changes across the whole network.
- Assuring NIM “Network Inventory Management” update with Network activities which controlled by the change management or operation systems.
- Handle End-to-End incidents cycle starting incident occurrence till settlement with insurance team.
- Control non-installed equipment and develop utilization plan.
- Periodic deep thefts analysis for the management towards enhancement and thefts reduction.
- Manage all assets transaction including Assets transfer and Assets Retirement.
- Prepare all assets KPIs on weekly and monthly to for full visibility on asset cycle.
- Develop Asset Index KPI and reported on monthly basis to assure end-to-end asset life cycle governance.
- Coordination with IT team to handle all NIM automation and integration systems issues.
- Handling NFA “Network Fixed Assets” program activities from technical side as “All telecom, civil, core & IT hardware sites data collection and systems real time update.”
- Monthly review meeting between Technical & finance for project scope review.
Technical Assets & Network Inventory Management Senior Engineer
Etisalat Misr
04.2013 - 07.2016
- Track and update all Network activities either active or passive within Etisalat network.
- Update the Network Inventory Management “NIM” system with the un-planned activities, Core hardware changes and the incidents across Etisalat network.
- Review systems process to be mapped with NIM system and establish the new ones if required as incident process across Etisalat network.
- Follow all insurance company requirements in our pursuit to refund the losses value.
- Set a governance model to control all materials which are stored at contractor warehouses till returning to Etisalat warehouse and evaluate them.
- Set governance KPIs to be reported on monthly basis to assure the system update performance.
- Define Asset Index and the corresponding KPI with PMO team.
- Manage NIM automation with all operating systems and solve the issues on time.
- Handling NFA (network fixed assets) project with Finance teams which evaluate Etisalat technical network fixed assets.
Acceptance and Quality Control Senior Engineer
Etisalat Misr
07.2012 - 03.2013
- Conduct Site Acceptance visit for all site actions “new access sites, EXP (2G, 3G, MW&CW), Micro cell, IBS sites, Repeaters, Core, BSCs/RNCs& FTX nodes.”
- Review and validate BOQs (Bill Of Quantities) for acceptance activities “CW, POCs, MEGs, DOs, Offshore, On Shore.
- Set quality acceptance visit for the Ready for installations sites to validate Manage service Feedback as per Etisalat & regulatory requirement.
- Technical support for Manage Service acceptance team & Support MS teams in RFI & EXP visits plan.
- Acceptance visits for clean-up actions.
- Assign training for Manage Service acceptance team.
- Monthly evaluation for Manage Service acceptance teams.
- Monthly reporting for top management about the audit visits (RFI & EXP).
- Review and pass Vendor and subcontractors on shores & POCs.
Acceptance and Quality Control Engineer
Canal Telecommunication Company
05.2011 - 07.2012
- Execute site acceptance activities for ensuring compliance with specifications and delivering high quality results.
- Lead cross-functional teams to drive efficient and effective site acceptance procedures.
- Implement standardized protocols and acceptance criteria for all site scope of work “civil, power, RF system, telecom, transmission, alarms”
- Maintain comprehensive report with all site acceptance activities record and ensuring compliance as per Etisalat & regulatory requirement.
- Demonstrate strong analytical and problem-solving skills in troubleshooting and resolving site acceptance issues.
- Collaborate closely with field teams for seamless integration and site acceptance activities.
- Continuous learn and explore new technologies to improve site acceptance cycle.
IT Engineer
Barclays Bank
12.2010 - 05.2011
- Domain network administrator.
- Software maintenance support of common applications.
- Hardware maintenance of common devices.
Education
B.Sc. - Communication and Electronics Engineering
Helwan University
Cairo, Egypt2010
Skills
- Active Listening
- Adaptability
- Communication skills
- Presentation skills
- Creativity
- Decision Making
- Management
- Leadership skills
- Structured
- Willingness to learn
- Achiever
- Innovative
- Arabic: Native tongue
- English: Excellent command of both written and spoken
- ICDL Certified (MS windows, MS office, internet & IT)
- Good skills at computer hardware
Certification
- PMP
- ISO 14001
Reference
- Amr, ElSahhar, BSS Operations & Maintenance Senior Manager, Amr.ElSahhar@etisalat.com, +201118030803
- Nehad, Niazy, Technical PMO senior manager, nehad.niazy@etisalat.com, 01118000784
- Soraya, Sherif, Project manager, soraya.sherif@etisalat.com, 01117071204
Etisalat Misr Awards
Excellence Job for great efforts in Managing NIM system (2015)., Hero of Performance (2016).
Management Training
- Digital transformation.
- Accountability-management.
- Agility.
- Dynamic Communication.
- Report Writing.
- The Brain at Work.
- MDP "Managers Development Plan courses"
- 5G core advanced.
- LTE Planning.
- UMTS&HSPA system survey & optimization basics.
- Mobile package (GSM, GPRS, CDMA and UMTS).
- CCNA.
- Motorola Systel Training (GSM, Network, Wireless Access)
- National Telecommunication Institute Training. (Network, Transmission medium, PBX)
- ZTE SDR (2G-3G) 8800&8900 Training session (2011).
- Egyptian Radio and Television Union Training. (Microwave links, Power systems, TV Broadcasting).
Timeline
Customer Experience (CX) Strategy & Analysis Professional
Huawei-stc
02.2024 - 01.2026
PMO & Performance Management Manager
Etisalat Misr
01.2021 - 01.2024
Program Management Senior Supervisor
Etisalat Misr
09.2019 - 12.2020
Technical Asset Management team leader
Etisalat Misr
08.2017 - 08.2019
Technical Assets & Network Inventory Management Senior Engineer
Etisalat Misr
04.2013 - 07.2016
Acceptance and Quality Control Senior Engineer
Etisalat Misr
07.2012 - 03.2013
Acceptance and Quality Control Engineer
Canal Telecommunication Company
05.2011 - 07.2012
IT Engineer
Barclays Bank
12.2010 - 05.2011
B.Sc. - Communication and Electronics Engineering
Helwan University