George Zaki

Contact- www.linkedin.com/in/georgez-88630b9b (LinkedIn) Top Skills Planning & Scheduling Programme Delivery Prioritize Workload Languages George Zaki Agile Coach Cairo, Egypt Experience Transflo Scrum Master March 2024 - Present (10 months) As a Kanban coach for three squads working on two products, I help plan, develop and launch fleet and cargo management products to market, while English (Native or Bilingual) focusing on on optimizing workflows, improving team collaboration, and Arabic (Native or Bilingual) fostering a culture of continuous improvement. I guided the team in visualizing Certifications their work through Kanban boards, setting appropriate Work In Progress (WIP) limits, and identifying bottlenecks to enhance flow efficiency. I facilitate IBM Automation Essentials stand-ups and retrospectives, plannings, etc, while guiding the team to align IBM Agile Explorer priorities, reduce cycle times, and deliver value more predictably. I also help Certified Agile Leader® 1 the team set and maintain metrics like lead time, throughput, and cumulative flow diagrams to provide data-driven insights for ongoing process refinement. Etisalat Misr Agile Coach March 2022 - March 2024 (2 years 1 month) Managed the Agile transformation process, training & coaching delivery teams, functions & senior leadership team within Digital & IT value stream, in agile ways of working, guiding them to embrace Core Values of Scaled Agile Framework (SAFe), apply and implement SAFe practices. Additionally acting as a facilitator and continuously engage in challenging the old norms of development to improve performance in the areas of quality, predictability, flow and speed of delivery. Coached stakeholders to increase their maturity against the 7 Key competencies of Business Agility by tailoring comprehensive SAFe training curriculums, standards and playbooks for agile ceremonies and practices, e.g. PI-Planning, ART launches, Portfolio Syncs, etc IBM 10 years 5 months Scrum Master March 2018 - March 2022 (4 years 1 month) Cairo Governorate, Egypt Page 1 of 8 Held responsibility for one of the largest data warehouse in IBM, containing commissions data for internal sales representatives. Transformed development team from focus on large data warehouse to one possessing diverse skill-set and maintained tasks across portfolio. While I served as Release Train Engineer, leading 20 resources, including web and mainframe developers, testers, and product owners in 3 agile teams, delivering improvements to compensation plans for commissioned sales force. Adopted Scaled Agile Framework (SAFe) and developed plan to introduce change in smaller increments, reducing risk of change, improving business relationships, and management of external business requirements. Integrating agile project management and development tooling to support assignment and tracking across the team. Developed Value Stream maps for the business; overlay them to identify a commonality, and uniqueness; used micro-services to reduce cycle time in request to response. Project Management Officer August 2015 - March 2018 (2 years 8 months) Supporting Project Manager: • Assist in Project Documentation creation • Review and update Project Documentation • Keep the project task plan up-to-date • Keep track of project financials (budget, claim, travel costs, invoicing) • Conduct re-planning when project end changes as determined by customer management and project management • Create reports, charts etc. for reporting project status Working with Project Team members: • Send task plan to project team as updates are made and as requested • Gather task updates, deliverables and issues/problems • Assist the team and offer support, as necessary, to keep the project on track • Assist in driving the project to completion, as scheduled Project Administrative activities • Reporting of the resources utilization and billability • Resources on/off boarding including the support of PPIM • Document Tracker and Project database including the support for them and tracking when the project compliance. • Preparing and reviewing Overtime with practitioners quarterly • PM School and Basic School to all the resources including the resources in the Page 2 of 8 project. • Surveys to collect the data of the employees on the project. • Bond support and Training for the project resources • Tracking their time claiming on the project, hours plan, CV wizard, and others • Tracking the vacations of the resources on the project Attending Project Meetings and Conference Calls IT-Helpdesk Shift leader and Quality assurance analystfor mobily KSA project. May 2013 - July 2015 (2 years 3 months) IBM As Shift Leader: Receiving, logging and managing calls, emails and tickets from internal staff via telephone and email,working with applications/systems to undertake analysis, diagnosis and resolution of staff IT problems to make sure that various requests are met within within designated SLA´s Make sure that team members take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner to maintain a high degree of customer service for all support queries and adhere to all service management principles. Collaborating in daily and weekly staffing schedules according to expected business volumes Monitoring staff performance during a shift and addressing any shortcomings. Escalate unresolved calls to the infrastructure support teams. Assist in the administration of the LAN and WAN including data management, communications, security and printing facilities to meet the organization's needs. Provide stats for the weekly Service Desk report on call, email and ticket trends. Publishing support documentation to assist staff with requests for information & provide staff training and offering the know how if required. Arrange for external technical support where problems cannot be resolved inhouse. As a QA coach: Uses quality monitoring data management system to compile and track performance at team and individual level. Participates in design of call, ticket and emails monitoring formats and quality standards. Provide basic coaching for team members. Page 3 of 8 Performs call, ticket & email monitoring and provides trend data to site management team. Participates in customer satisfaction surveys analysis to identify customer needs and expectations. Provides actionable data to various internal support groups as needed. Coordinates and facilitates call, ticket & email calibration sessions for team members. Provides feedback to team leaders. Prepares and analyzes quality reports for management staff review. International account advisor November 2011 - May 2013 (1 year 7 months) Skype account- Smart Village Handling information inquiries or requests about products or services received via e-mail or live chat sessions, from clients or business partners to all English Speaking customers worldwide. Services may include, but are not limited to the following: general inquiry support, service delivery support, education, enrolment assistance, business partner service, database management for business customers. Performing interrelated activities to deliver the service where the primary measurement method is the customers’ satisfaction related to the handling of requests. Developing knowledge and experience using a few specialized tools and procedures to address the requester’s needs. Acting as a focal point with the client, giving regular reports about various drivers in regards to customers requests, collecting samples for bugs, new issues, and continuously analyzing customer's feedback to make necessary possible changes to different policies directly concerning the end user. Work with Sales, Marketing and Communication's departments regarding outbound email, contracts and surveys sent from CRM system. Arranging with the client to develop, launch and implement pilot phases for existing products’ updates and modifications, as well as new products, analyzing impact through customer's feedback and discuss and implement necessary adjustments. WSCCEG (World Service Communication Center of Egypt) Sales Team leader for AiYellow "Targeting U.S.A” February 2014 - August 2014 (7 months) Page 4 of 8 Responsibilities:As a team leader of Sales professionals with a focus on closing new business, improving current sales processes and ongoing training of existing and new employees. * Managing team members KPI's . * Supporting team members to increase sales through training on sales techniques. * Develop and coach effective questioning skills to understand a prospects need . * Giving feedback on call structure and closing skills through remote listening and side by side coaching . *Helping team members to close deals by phone feeding them or even taking over the calls to finalize and close the deal. * Develop action plans to increase performance and productivity of underperforming individuals . * Support incentives to improve sales and cross sell opportunities . Teleperformance Egypt L2 technical support advisor December 2010 - November 2011 (1 year) Teleperformance Egypt- Wind Account Serving English speaking customers in Canada, responding promptly to customer's inquiries, using effective communication skills as well as using available support tools to solve customer's issues in a timely manner, professionally guiding customers through steps to resolve billing as well as technical issues by explaining different rate plans and providing basic troubleshooting steps. Also, responsible and assigned for receiving and handling customer's complaints and escalations where issue could not have been handled from first contact. Receiving calls forwarded from first line, handling tickets within SLA, making sure user´s issue is either Vodafone Egypt International account advisor (New Zealand account) October 2009 - December 2010 (1 year 3 months) Smart Village- Egypt Abided by Vodafone quality standards,committed to support customers with the maximum amount of care for issues in regards to billing, basic troubleshooting for different products as well as being in continuous contact with the related departments: Page 5 of 8 • Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. • Offers alternative solutions where appropriate with the objective of retaining customer's business. • May be required to work in one or multiple queues/skill sets over various customer contact channels. • Responsible for improving customer retention through programs and service provided to the customer . • Utilizes mechanized systems to initiate and complete service orders and handle customer requests. • Continually maintain working knowledge of all company products, services and promotions. • Make recommendations according to customer’s needs on features, accessories, upgrades and rate plans. • Utilize operational systems to process purchases of Vodafone products and services; i.e: collections, payments for Wireless bills and accessories. Also, responsible and assigned to manage the customer satisfaction scores for team members to assure that customer's expectations are met and are in line with client policies, practices and procedures. Acting as focal point with the client (Vodafone New Zealand), to analyze customer’s feedback and experience, to make the necessary adjustments to current policies, applying new policies and initiatives, and delivering reports to analyze the implementation’s impact on customers. AMECOTECH (American Middle East Marketing Company) Telemarketing representative for Verizon superpages "Targeting U.S.A” June 2007 - September 2009 (2 years 4 months) Cairo-Egypt Achieve and maintain a certain sales target through prepared sales talks, in order to persuade potential customers to purchase our service. Explain products s, services, prices and answer questions from customers. Obtain customer information and submitting orders to database . Excel Travel Agency Tour Leader & Event Coordinator January 2006 - March 2007 (1 year 3 months) Page 6 of 8 Cairo-Egypt Responsible for coordinating daily transportation routes, vehicles used, number of drivers needed, etc., and communicating information to customers Prepares and organizes a daily transportation schedule to ensure adherence to schedules, Liaising with clients to ascertain their precise event requirements. Producing detailed proposals for events (e.g. timelines, venues, suppliers, legal obligations, staffing and budgets),agreeing to and managing a budget. Securing and booking a suitable venue or location. Ensuring insurance, legal, health and safety obligations are adhered to. Coordinating venue management, caterers, stand designers, contractors and equipment hire. Coordinate event logistics, including registration and attendee tracking, presentation and materials Keep inventory of backdrops, projectors, computers, and other display materials. Elegant Voyage Travel Agency Tour Leader February 2005 - January 2006 (1 year) Cairo-Egypt • Act as day-to-day guide, interpreter and manager of the group. • Deal directly with traveller's issues and concerns, ensuring that passenger satisfaction is effectively achieved. • Maintain the established travel itinerary as closely as possible, making changes only when necessary. • Make reservations for accommodation, transportation and activities as required. • Assist and accompany travellers during activities. • Advise travellers on suitable restaurants, additional transport requirements, purchase of souvenirs, and offering optional tours. • Maintain daily expenditure accounts, retain receipts and keep expenses within the trip budget . • Provide a report for each trip, in the requested format. • Keep the Trip notes updated in the standardized format. • Train new Leaders as required, passing on as much trip-related information as possible. Education Page 7 of 8 Faculty of Law, Ain Shams University. Bachelor's Degree, Law · (2002 - 2008) Saint Fatima language school, Heliopolis. High School, General Secondary Certificate · (2000 - 2001) Page 8 of 8