Arfan Ibrahima Sane

• Managing of projects concerning the development of bridges around customers’ tools and Maximo (IBM’s tool).
• Initiation: Identification of stakeholders and determination of their expectations, influence and impact. (customer contact)
• Planning: Creation of project scope statement, estimation of time and cost and finalization of all relevant plans: communication and stakeholders’ engagement, risk, quality, human resources.
Activities related to bridges: definition of type of tickets, network solution design, kick off
• Execution: Managing remote Teams of multidisciplinary roles: Architect, Development Team, Subject Matter Expert, Network, Customer, Delivery Project Executive (up to 12 people) sending and receiving information, soliciting feedbacks, managing escalations and changes,
Activities related to bridges: preparation of mapping document, workflow document and its validation, test sessions directly with customer
• Monitoring and Controlling: Analyzing of performance (against baselines), performing quality control, reporting
• Closing: Validation that the work is done to requirements (from stakeholders), update of lessons learned
Activities related to bridges: Additional 3 up to 5 days of bridge monitoring on the Production (daily contact with customer)

Achievements:
• Optimization of performance of assigned Team (incl. subcontractors) within the Project boundaries: cost, time, quality.
• Positive feedback from stakeholders on daily work and issue management
• Product deliverable aligned to customer requirements

Promoted after 3 months from PMO role (from VIII 2015 – VIII 2016)
• Leading the Receiving/Sending team during Transition phases of the project
• Initiation phase: Understand the business requirements, identify stakeholders.
• Planning phase: Define the project plan, example: plan communication and stakeholder’s engagement, identify risks, analyze them and planning responses for risks, plan change management and scope management
• Execution and controlling: manage people, determine whether processes are correct, analyze and evaluate performance. control if procedures are followed, monitor stakeholder’s engagement, maintain quality service by keeping organization and compliance standards, ensuring proper and timely reporting on project performance, Implementing approved changes to the project. Closing: Confirm that work is done in align with requirements, solicit feedback from stakeholders, Collects and documents observations and lessons learned from completed transitions.

Achievements:
• Positive feedbacks (from stakeholders).
• Effective follow up on transition procedure that enabled the new employee to be operation from the 1st day
• Established the documentation method to smoothly transfer the activity to others Transition Project Manager

• Review the ticket description and segment the work orders into the various buckets based on complexity [task segmentation]
• Risk Management: Monitor all open work orders for those that are at risk of going out of criteria and assign for handling or initiate a Swing Create and dispatch work orders to another pool from a unified queue of tickets [task dispatching]
• Continuously work with employees to Assign work orders align with their experience [task dispatching, career development for the Team]
• Pull daily measurements for tracking performance and quality of the Pool [task dispatching]

Achievements:
• Effectively contributed to competence’s development of the Team (assigning tasks with proper complexity)
• Proposed to Manager and Team Leader to refine segmentation of task to improved efficiency
• Managed to gain additional scale by working with dispatchers and quality teams to standardize dispatch methods (contribution to Innovation)

• Administration of Maximo accesses: Creation, update and deactivation of IBM users and customers from Maximo’s tool.
• Administration of Maximo Group: Creation, update and deactivation of Maximo Groups for IBM users and customers
• Maximo Support: Fix bugs, support on CHANGES, INCIDENT and SERVICES REQUESTS within given SLAs.
• Managing requests coming directly from customer

Achievements:
• Managing to solve requests earlier than given SLAs
• Receiving positive feedback from customer and from IBMers

This was a project of organization of a conference for the foundation “AfriKa inaczej or Africa Another way”.I was managing this project out of business hours.
Initiation phase: divide the project into phases, defined project feasibility, identify stakeholders and determine their expectations, influence and impact (customer contact)
Planning phase: define the project plan, manage stakeholders, risks, time, cost and quality, determine detailed requirements, estimate resource requirement, develop budget and communication plan,
Execution phase: gather work performance data, manage stakeholders, hold-team building activities, hold meetings
Monitoring and Controlling: Update the project management plan and project documents, monitor stakeholder’s engagement.

Achievements:
• Managing to organize the conference in accordance to plan
• Satisfaction of project owner

• Acting as first contact for customer
• Following up the process to effectively dispatch the tasks within corporate compliance
Meeting customer needs and expectations
Reporting work efficiency
Supporting to team captains and supervisors if requested
Providing help and assistance to colleagues as needed as well as supporting other departments when needed
Being responsible for the on-the-job training for new hires and acts as trouble shooter for 1st level staff members
Assisting in creation and update of procedures

Achievement:
• Ensured customer retention > 80% (the requested baseline was 50%)

• Acting as first contact for customer
• Following up the process to effectively dispatch the tasks within corporate compliance
Meeting customer’s needs and expectations
Forwarding to applicable departments encountered customer requests
Reporting work efficiency

Achievement:
• Obtained 100% of positive feedback on corporate coaching
• Positive feedback from the direct customer

• Customer Service during guests’ check-in
• First point of contact for claims
• Professionally representing the hotel in front of customer

Achievements:
• Customer satisfaction confirmed directly at the hotel
• Effective conflict management (win – win)

Responsibilities
• Keeping track of assigned accounts to identify outstanding debts
• Planning course of action to recover outstanding payments
• Locating and contacting debtors to inquire of their payment status
• Negotiating payoff deadlines or payment plans
• Investigating and resolving discrepancies

Achievement:
• Ensured 80% of gentlemen agreements
• Always found win–win solution for remaining payments
• Created trust relationships with debtors when possible to avoid future issues