Rafik Shokrallah, MBA Cand.
Assistant Operations Manager at Euro-Com International B.V.- Claim this Profile
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English -
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Arabic -
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Bio
Credentials
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Microsoft Azure Fundamentals: Describe cloud concepts
MicrosoftAug, 2022- Nov, 2024 -
Data Analysis Challenger track
UdacityJul, 2022- Nov, 2024 -
Recession-Proof Career Strategies
LinkedInJul, 2022- Nov, 2024 -
Strategic Planning Foundations
LinkedInJul, 2022- Nov, 2024 -
Developing Your Emotional Intelligence
LinkedInMay, 2022- Nov, 2024 -
Managing Project Stakeholders
LinkedInOct, 2021- Nov, 2024 -
Project Management Foundations: Requirements
LinkedInOct, 2021- Nov, 2024 -
PMP® Certification Training Course (PMI)
Learning Zone Training CenterSep, 2021- Nov, 2024 -
Project Management Foundations: Teams
LinkedInSep, 2021- Nov, 2024 -
Time Management: Working from Home
LinkedInSep, 2021- Nov, 2024 -
CCNA
The American University in CairoDec, 2010- Nov, 2024
Experience
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Euro-Com International B.V.
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Netherlands
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Translation and Localization
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1 - 100 Employee
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Assistant Operations Manager
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Oct 2021 - Present
As Assistant Operations Manager, I support our Operations Manager in the coordination of our project management team. I focus on improving our efficiency, team work and knowledge exchange. Making sure every translation project is managed to the best of our ability and as our clients expect it from us.• Implementation of uniform workflows for project managers and translators.• Improving internal communication, as far as project management is concerned.• Advising and training the team leaders and support their teams.• Identifying training needs among the project management team.• Signaling and identifying current and future problems in the project management team and propose possible solutions.• Identifying efficiency problems in the project management team and propose possible solutions.• Carrying out measures to improve efficiency, atmosphere and cooperation within the project management team.Euro-Com International is a Dutch ISO 9001, 17100 and 18587 certified translation agency specializing in the delivery of high-quality translations and localizations. ‘Creating the right connection!’ – this is our main goal. With our reliable translations we can help connect you to your target audiences.We know how you operate and what you need; let us ensure your message is understood.We have in-house teams and contracted linguist which specialize in the translation of EN<>DE/NL/FR and EN/DE>Nordics. Our focus is on collaborations with LSP peers of all sizes to support their ongoing needs for support in these specific language combinations (and all other common language pairs) for complete TEP, QA and Post Editing projects.For more information about what we can do for you, please visit www.euro-com.net or contact our International Sales and Account Director.
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Team Lead
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Dec 2017 - Present
• Responsible for the PM team and its performance.• Instructing and monitoring new PMs and support existing PMs respecting the required procedures and operating principles• Supervising the PM team in general and make sure team members can cooperate and work together tocreate the best possible output. also by getting input from the QA Manager, Office Director andOperations Manager.• Being the main responsible person for the PM team's performance.• Facilitating the communication within your PM team. This entails informing each other concerning currentjobs, client's information, back-up procedures and vacation planning.• Helping team members to overcome problems with CAT tools, clients, translators.• Supervising and guiding the PM team members in a way that encourages them to excel in their work• Providing information to management upon request.• Facilitating a timely detection of problems.• In case of problems between PM team members, I act as mediator.• Authorized to view all information concerning the work of your team and to ask for modifications ifneeded. This entails the dashboard on Plunet, e-mail correspondence and all relevant data concerning anorder.• Authorized to correct and support your PM team members.• Reporting to upper management.
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Project Manager
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Apr 2015 - Present
• Responsible for the quality of the translation.• Responsible for understanding the client’s requests and making sure he is satisfied in the end.• Responsible for understanding the client's requirements and informing/briefing the linguists (and contact the client if anything is not clear).• Responsible for the maintenance of the translation memories.• Responsible for meeting the agreed deadlines.• Active contribution to the entire team of project managers.• Work in accordance with our agreed processes, price structures and procedures.• The main contact person for translators, reviewers and the clients.• Ensuring that translation jobs are handled successfully and to the satisfaction of the customer.• Handled communication per e-mail and, per telephone.• Selected suitable translators and reviewers for each job.• After completion of the translation, I perform the final Quality Assurance (quality check) as specified bythe QA team.• I follow up on the quotes created for clients.
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Quality Coach
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Dec 2017 - Nov 2021
• Conducted meetings with the PMs to coach and assess their PM work: through gathering and analysing relevant data concerning the performance of PMs.• Assessed the strengths and challenges of each PM individually.• Coached and supported PMs in respecting the required procedures and operating principles to overcome problems with CAT tools, clients, translators.• Monitored complaints of customers, skills of the PMs and general understanding of the work andagreed workflows and procedures. and reporting the findings to the QA Manager.• Facilitated a timely detection of problems.• Created proposals for the improvement of processes.
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Vodafone
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United Kingdom
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Telecommunications
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700 & Above Employee
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Customer Care Technical support / Complaint Handling Specialist
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Aug 2013 - Apr 2015
Act as a first line of support to all VF Egypt internet users’ inquiries (technical / billing).Follow up with second line of support to make sure that all escalated problems will be solved in the appropriate time.Support all Vodafone internet packages , support all cases related to internet such as (ADSL The logical and physical problems , Static IP , Mobile internet , BB , Mail servers and USB Modems. Act as a first line of support to all VF Egypt internet users’ inquiries (technical / billing).Follow up with second line of support to make sure that all escalated problems will be solved in the appropriate time.Support all Vodafone internet packages , support all cases related to internet such as (ADSL The logical and physical problems , Static IP , Mobile internet , BB , Mail servers and USB Modems.
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TE data
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Egypt
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Technology, Information and Internet
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700 & Above Employee
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Technical support
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2012 - 2013
Handle customers’ inquiries concerning services, billing, inquisitions….etc providing accurate and full information according to the contact center guidelines. 2. Resolve customers’ complaints and problems, within boundaries of authority and distribute issues for further escalation to appropriate persons/teams i.e. team leaders, supervisor or the back office. 3. Acquire customer’s orders and create opportunities for up-selling and cross selling (where applicable). 4. Handle effectively the needs of the customers and enhance standards of quality for the service offered. 5. Build a customer relationship/partnership, which add value to the customer, leading to a long term profitable relationship. 6. Show a broad knowledge and awareness of products and services and their competitive advantages. 7. Follow the appropriate guidelines and procedures for any given situations. 8. Meet the due dates in the tasks assigned to him by superiors. 9. Escalate customer new inquiries to the concerned person i.e. team leaders, supervisor, assist team or the back office. 10. Manage a busy load of major and minor duties on time and with minimal mistakes. 11. Help and be of assistant to customers to decide what types of products or services that would best suit their needs. 12. Enter coding and tracking information completely and accurately on relevant systems.
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Education
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2022 - 2024
XploreNations Management Academy
Master of Business Administration - MBA, Business Administration, Management and Operations -
2008 - 2012
Ahram Canadian University - ACU
Bachelor's degree, Computer Science -
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Holy Family School
General Secondary Certificate, Mathematics
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