Wafaa Mohamed Elhassan
Khartoum, Sudan (Currently in Egypt)
+249 993860787 | +201272382260
wafaamohsn2020@gmail.com | wafaamoh2025@outlook.com
Professional Summary
Customer experience, marketing, and operations specialist with over 6 years of experience in telecom, education, and branding. Strong background in contact center operations, customer satisfaction improvement, and technical support for postpaid services. Skilled in supervising teams, delivering training, and leading marketing initiatives. Currently developing technical expertise in SQL, Python, and Power BI for data-driven business solutions.
Professional Experience
Alamrya City – Marketing
Sep 2024 – Oct 2024 (Contract)
Brand Manager
- Developed a strategic Marketing & Branding Plan adopted for company growth
- Conducted market and competitor analysis for positioning opportunities
- Added company’s location to Google Maps, increasing online visibility
- Published property listings on Property Finder & Dubizzle
- Created and scheduled social media content
- Guided design team on visual identity and campaign execution
MTN Sudan – Marketing
2023 – 2024
Branding & Communication Specialist
- Implemented merchandising and branding activities
- Monitored competitors and provided improvement recommendations
- Ensured brand consistency across campaigns
- Managed POS materials inventory and logistics
- Coordinated with Procurement, Sales, Finance, and Customer Care teams
- Evaluated vendors and prepared campaign performance reports
MTN Sudan – Customer Experience & Operations
Sept 2019 – Dec 2023
Contact Center Team Leader
- Supervised team performance and ensured adherence to KPIs
- Monitored NPS, customer satisfaction, and quality assurance
- Produced reports: Daily Statistics, Weekly Quality Reviews, KPIs
- Designed schedules and managed shift coverage & emergency plans
- Delivered training, coaching, and evaluations
- Ensured system readiness and escalation handling
MTN Sudan – Contact Center
July 2018 – Sept 2019
Customer Service Representative (Intern)
- Supported postpaid and corporate customers
- Handled inquiries, complaints, and escalations
- Processed cancellations, deposits, and reactivations
- Performed activations, subscriptions, and add-ons
- Increased credit limits and executed adjustments
- Contributed to customer satisfaction scores
I Can Course (Remote)
Online Instructor
- Conducted online English lessons for students and graduates
- Designed learning sessions, exercises, and feedback reports
International Grammar School – Khartoum
Class Teacher (English)
- Taught English for middle school students
- Prepared lesson plans and designed exam papers
- Evaluated performance and provided feedback
English Cultural Center – Khartoum
Teaching Practice
- Delivered structured English lessons as part of training
- Applied classroom management and lesson planning
Education
MBA (In Progress)
Sudan Academy for Banking and Financial Studies (2022 – Present)
Higher Diploma in Business Administration
Sudan Academy for Banking and Financial Studies (2021 – 2022)
B.Sc. in Scientific Laboratories (Chemistry)
Sudan University of Science and Technology (2011 – 2015)
Skills
Technical Skills
- SQL (MySQL – querying, database management, analytics)
- Python (basic scripting, automation, data manipulation)
- Power BI (dashboards, visualization, reporting)
- Microsoft Excel, Word, PowerPoint, Outlook
- Google Sheets
- CRM Systems, Billing Taps
Core & Leadership
- Customer Experience Improvement
- Technical Support & Postpaid Service Management
- Data Analysis & Reporting
- Marketing Strategy & Branding
- Team Leadership & Training
- KPI & Performance Monitoring
- Vendor Management & Stakeholder Coordination
- Classroom Teaching & Student Evaluation
Languages
- Arabic – Native
- English – Fluent