Nesma Youssef

Results-driven ERP Project Controller and PMO Administrator with over 10 years of experience managing project lifecycles, PMO governance, document control, and quality assurance across technology, logistics, engineering support, and localization industries. Proven expertise in establishing project baselines, tracking scope and milestones, governing Standard Operating Procedures (SOPs), and maintaining strict document/record integrity. Skilled at bridging technical teams and key stakeholders to optimize workflows, enforce quality compliance, and ensure seamless delivery.

ERP Project Controller at Azdan (2025-09 – Present)

• Project Baseline & Tracking: Monitor all project phases, milestones, and timelines against baseline plans; proactively address deviations and report status updates to key stakeholders.
• PMO & SOP Governance: Manage and audit PMO Standard Operating Procedures (SOPs) to enforce team compliance and continuously refine operational workflows based on live implementation feedback.
• Scope & Change Control: Review out-of-scope requests and Change Requests (CRs), evaluating their impact on budget, schedule, and resource allocation before updating official project documentation.
• Document Control & Alignment: Develop and enforce strict document control procedures to guarantee accuracy, accessibility, and retention across all project records.
• Resource Optimization: Oversee weekly resource allocations, resolve team utilization issues, and streamline knowledge transfer sessions during project initiation and closure.

Project Coordinator at BayanTech (2024-08 – 2025-08)

• End-to-End Project Coordination: Initiated, planned, executed, and closed complex localization projects according to defined customer constraints, quality metrics, and schedules.
• Scope & Requirement Analysis: Analyzed incoming client handoffs, clarified ambiguities, defined final project objectives, and maintained accurate project backlog logs.
• Resource & Financial Tracking: Allocated specialized resources using internal databases and managed purchase orders (POs) and administrative handovers to accounting for accurate invoicing.

Project Coordinator at Jovitronix (2023-05 – 2024-08)

• Staff Onboarding & System Training: Handled onboarding processes for new staff and conducted training on system navigation and recording sales transactions.
• Sales & ERP Systems Tracking: Tracked all individual sales transactions using Microsoft Dynamics AX and JMA application.
• Inventory & Stock Reconciliation: Coordinated regular reconciliation sessions to ensure all field teams had required IQOS devices and HEETS sticks; liaised directly with central warehouses to maintain optimal stock levels based on team demand.
• Operational Reporting & Forecasting: Prepared key reports including Reconciliation Reports (tracking sold IQOS devices, HEETS sticks, and total collected revenue) and Forecasting Reports (predicting monthly demand and device/stick allocations for teams).
• Client & Stakeholder Reporting: Served as primary liaison between management, vendors, and key corporate stakeholders (including Philip Morris), presenting weekly progress updates and quarterly project reviews.
• Logistics & Dispatch Operations: Generated shipment labels, booked pickups, and coordinated daily logistics with couriers (Mylerz and Aramex) to resolve delivery delays.
• Customer & Operations Support: Handled operational customer calls for missing details, shipment inquiries, complaints, and sales routing.
• Payments & Reconciliation: Managed payment link generation, verified incoming customer payments, handled refunds, and reconciled courier invoices and bookkeeping records.
• CRM & Data Management: Managed customer tickets, tasks, and client records in Freshdesk according to team SLAs, maintained internal knowledge bases, and submitted daily operational updates.

Software Project Coordinator at GarmentIO (2021-09 – 2023-05)

• Client Portfolio Management: Managed operations and technical communication for a portfolio of 15+ industrial clients across local and international markets.
• Agile/Scrum Facilitation: Facilitated Scrum ceremonies (Daily Stand-ups, Sprint Planning, Reviews, Retrospectives) and assisted technical teams in overcoming blockers.
• SOP Development & QA Testing: Documented Standard Operating Procedures for operations, conducted scenario testing via Postman, and managed bug tracking in ClickUp.

Senior Operations Officer at VFS Global (2018-12 – 2021-08)

• Application Processing & Verification: Managed end-to-end processing of visa applications, ensuring meticulous verification of applicant data and compliance with diplomatic guidelines.
• Secure Document Control & Logistics: Oversaw secure handling, tracking, and diplomatic dispatch of sensitive passports and official documents.
• Stakeholder & Embassy Coordination: Served as a direct point of contact for diplomatic missions, coordinating operational workflows and resolving escalated applicant queries.
• Process Quality & SLA Compliance: Enforced strict operational SLAs, data privacy standards, and quality auditing measures across daily operations.

Customer Service / Quality Assurance Specialist at Unionaire Group (2015-06 – 2018-10)

• Quality Auditing & Reporting: Audited customer interactions and conducted monthly service center site audits to ensure compliance with internal quality standards.
• Process Improvement: Prepared monthly performance assessment reports and led onboarding/training programs for new operational staff.

Invigilator (Part-time) at British Council (2019 – 2023)

Managed exam setups, candidate administration, and logistics; enforced examination security, verified candidate identities, and maintained strict compliance with regulations.

Bachelor of Arts – Helwan University

Preparation for Project Management Professional (PMP) – The American Chamber Institute