George Nafea

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 focusing on on optimizing workflows, improving team collaboration, and fostering a culture of continuous improvement. I guided the team in visualizing their work through Kanban boards, setting appropriate Work In Progress (WIP) limits, and identifying bottlenecks to enhance flow efficiency. I facilitate stand-ups and retrospectives, plannings, etc, while guiding the team to align priorities, reduce cycle times, and deliver value more predictably. I also help the team set and maintain metrics like lead time, throughput, and cumulative flow diagrams to provide data-driven insights for ongoing process refinement.

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

CenTrak is a healthcare delivery providing RTLS and Environmental Monitoring solutions. The enterprise-wide solutions include clinical and operational consulting services, purpose-built IoT wearables and infrastructure devices, easy-to-use software, and a robust integration engine with leading healthcare systems such as EMR, CMMS, Nurse Call and more.
As a servant leader of the Engineering team, I foster an environment which encourages self-organization, continuous improvement, and trust, coaching the team on Agile principles, facilitates team ceremonies, and assists the Product Owner with maintaining the backlog, all while protecting the team from over-committing and outside distractions, while removing roadblocks to keep the team moving quickly. My responsibilities included: • Coaches one or more scrum teams while adhering to the scrum framework. • Works to improve scrum teams processes. • Collaborates with the Product Manager(s) to ensure continuous delivery of the product roadmap. • Creates an environment that fosters commitment, team spirit, resilience, and trust. Inspires, motivates, protects, and guides all team members. • Guides the team toward the best possible use of resources, balancing the availability of the required sills and competencies of the team, to deliver maximum value and benefits from all initiatives. • Facilitates retrospectives and ensures team ceremonies such as daily standup, refinement sessions and sprint reviews are being held. • Facilitates resolution of conflicts within the team. • Measures sprint success by using standard sprint metrics and drives team efficiency and productivity improvement through historical data points. • Removes impediments for the team. • Proactive cross-functional communication, ensuring transparency of progress and outcomes; anticipates need and proactively reports team progress and accomplishment(s) up and across.

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 under-performing individuals . * Support incentives to improve sales and cross sell opportunities .

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

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: • 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.

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 .

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.

• 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.