MOSTAFA HASSANEEN

• Led a program to improve service performance.
• Helped develop a customer experience strategy and worked with different teams to improve customer experience.
• Encouraged a customer-focused culture within the company.
• Analyzed business requirements and processes.
• Worked with cross-functional teams to gather product requirements and define business rules.
• Assessed risks related to requirement implementation.
• Managed projects, analytical cases development, and contributed to CEX strategic goals.

below list of contributed projects

1. CEx & Service Performance Enhancement

• Drive CEM platform features enhancement in order to improve E2E CEx & Service Performance visibility
• Ensuring the data quality of all CEx measures for CEM platform
• CEM platforms Governance including data governance activities
• Identify new business opportunities (internally with technology operation and external with other business units (CBU/EBU/WBU)
• Ensure up to date service performance measures following global standards and best practices
• Assessed technology related CEx and service performance trends
• Escalated and resolved issues related to CEx and service performance
• Designed and aligned KPI definitions and calculation methodologies
• Established and tracked KPIs for customer experience network elements and services
• Developed requirements for tools and solutions to improve CEx service performance
• E2E service performance process enhancement/development
• Analyzed and proposed solutions for service improvement
• Mega Projects (TCEI, FBB Upselling, Un-Happy Customer, 3G shutdown, New Integrated sites ROE,RAQAMI_Live)

• Demonstrated strong organizational and time management skills while managing multiple projects.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Proven ability to develop and implement creative solutions to complex problems.
• Ran errands and provided general office support in a professional environment.

below list of contributed projects

• Develop Corporate Customer Experience Index (CCEI) - TMF Certified
• Develop Quality of Experience (QoE) User level.
• Develop Customer Journey across E2E life cycle (TMF Certified)
• Modeling for Digital Customer Index (DCI)
• Modeling for Customer Loyalty Index (CLI)
• Customer Centricity maturity and assessment
• Develop STC digital community
• Develop LTE Geo-Location for all vendors
• Develop CCEx strategy and guidelines

• Checking effective parameters related to especially customer experience related for Nokia, Huawei & Ericsson.
• Evaluating and comparing different strategies for all Vendors.
• Raising cases to Optimization in order to retune improper operating features & critical Switches.
• Parameter Optimization for all basic Algorithm (Idle Mode, HO, PC, …...) all vendors using
• VIP customer complains handling confirm customer satisfaction on the service
• Neighbor Optimization activities like neighbor plan in addition to tilting, re-orientation and new sites/sectors
• Audits performed periodically to main network parameters consistency as agreed
• National Events preparation

• Network Audit for basic settings (Idle mode, HO, DCCC,) parameters
• Network Audit for QOS (neighbor, coverage & capacity) audits.
• New Multi carrier strategy creation and implementation.
• DRD & LDR parameter audits for traffic balancing.
• Parameter mapping between Nokia - Alcatel - Huawei.
• Multi carrier strategy creation and implementation.
• RU30 & RU40 features Activation to improve network performance.
• VIP customer complains handling confirm customer satisfaction on the service provided.
• 3G Planning activities like neighbor plan in addition to tilting, re-orientation and new sites/sectors
• Proposal according to coverage and network performance. In addition to setting new sites configuration.
• New parameter trials, optimization studies and traffic utilization to improve network performance.
• 3G capacity study and global audit for network element.
• National Events preparation

• Deliver training for Umniah Jordan for WCDMA planning (including coverage and capacity planning and HSPA+) and WCDMA advanced optimization training including (Access problem and paging problem and handover problem and interference problem and call drop problem and relative counters) and WCDMA Tuning training.
• Deliver training for Tunisia Telecom Tunis for WCDMA Air interface (including RAN overview, Radio interface and physical layer, RAN signaling flow) and WCDMA Radio Network Design and planning (including coverage, capacity, HSPA, HSPA+ dimensioning) and WCDMA Radio Network Feature and Algorithm).
• Deliver Training in HUAWEI Training Center HQ in China including Radio network planning for Indonesian customer

• Improved network quality and coverage through optimization and planning.
• Proposed and implemented solutions for network performance and coverage issues.
• Conducted studies and audits to optimize network performance and capacity.
• Managed customer complaints and ensured their satisfaction.
• Monitored and reported on network performance through daily reports and KPI analysis.
• Prepared for national events to maintain network performance and customer satisfaction.
• Handled VIP customer complaints to ensure their satisfaction.
• Analyzed radio problems and managed drive test and post-processing teams.
• Negotiated with customers to deliver network KPIs and cluster acceptance

• Conducted optimization and analysis reports for 2G and 3G sites, including drive test analysis and post-analysis.
• Analyzed VIP complaints and recommended solutions.
• Coordinated drive testers and diagnosed RF-related problems.
• Conducted site acceptance and cluster checks for voice, video, and data.
• Managed data cards such as HSDPA/HSUPA cards.
• Checked site performance after re-homing from one RNC to another.

• Reviewed project specifications and designed technology solutions that met or exceeded performance expectations.
• Handling customer complaints from different region inside Egypt for any printing solution problem.
• Help to build the network infrastructure in the company.
• Help to design the official website for the company.
• Learn anew printing technology and contact with the R&D for more clarification for the products