WFM Unit Head - Automation Developer
Contact Center Company
مجموع سنوات الخبرة :16 years, 3 أشهر
- Worked in MIS/Reporting Automation using Excel and VBA.
- ETL and SQL developer (MS SQL Server, SSIS, Agent Job).
- Data visualization using Tableau desktop/ MS Excel.
- Data Modeling diagrams using MS Visio.
\[MIS Role\]:
- I created user interactive dashboards for STC E-care, STC RRC and STC Finance money collection projects using advanced Excel and VBA
- I was fully responsible on operating/configuring/troubleshooting Genesys applications (IC Business Manager, Interaction Administrator and Scheduled Reports).
\[Reporting Automation Role\]:
- I created fully automatic generated user interactive reports/dashboards for Ministry of housing and Saudi Customs projects.
- I used advanced Excel and VBA to automatically import Genesys CRM data through an ODBC connection from its backend MS SQL Server.
- Automated reports/dashboards like:
Queue/Agents performance Report, CSAT, FCR, Occupancy, etc.…
- I was awarded in Jan 2020 by ministry of housing client (NHC) for my performance in 2019.
- I created a fully automatic generated user interactive dashboard for STC Finance project.
- I used advanced Excel and VBA to automatically generate raw data files from 3 web-based sources (MicroStrategy, CM portal and C-Zentrix portal).
- Then the application will apply all data cleansing/processing to populate a dashboard file attached in an automated daily email along with charts.
- Same project was requested to be migrated to SQL server.
- I created SSIS packages to import and process the raw data and store it on the SQL server.
- I created SQL queries and stored procedures to compute and populate the figures based on the contractual and business rules.
- I created a professional interactive Tableau dashboard to represent all computed figures from the generated SQL summary tables.
- I was awarded in Mar 2022 by CCC for my performance in 2021.
\[BA/BI Role\]:
- I analyzed business requirements such as contractual and operational needs and objectives, KPIs.
- I converted them into technical requirements for STC EBU Collections project and STC Finance project.
- I created MS SQL Server queries to get analytical needs and to compute financial/operational KPIs from complex raw data for STC consumers and enterprises money collection projects (STC EBU Collections project and STC Finance project).
- I created reports and queries on MicroStrategy Web BI for STC EBU collections project and STC mobile and residential customers Tele-sales project.
- I used JIRA ticketing system to request customized raw data needs for STC EBU Collections project and STC Finance project.
- I participated in contractual and operational KPIs targets setting/negotiations for STC Finance project.
- I performed various analysis for different projects that assisted decision makers.
Created a custom made independent BI solution with an internal database, data checking and validation modules
Reporting and charting capabilities with a variety of filters and options for Samsung UK customer services project to analyze/measure and enhance the customer satisfaction KPI for all Samsung UK call center sites in Egypt and UK
After success, I modified it for Samsung Egypt customer services project, still used so far, please check the presentations below
I created many other automated reports for so many other call centers KPIs for both Samsung UK and Egypt projects
I got promoted to be a Team Leader for a group of 12 to 18 agents.
I listen/Monitor their calls and interactively coach them.
I am responsible on motivating and encouraging them to improve and sustain their success.
I am responsible on achieving and improving all the KPIs in my Team as :-
1- AHT
2- Quality
3- Logging Rate
4- CSAT
5- Absenteeism
6- Adherence
7- Monthly skill verification exams (MSV)
I improved a lot of mediocre agents and my team numbers are growing up.
I got recognized from the high company's management in one of our 5 values(innovation) as i created a lot of Excel sheets and tools that facilitate our reporting and save a lot of our managerial time and effort.
Samsung UK Account - IT line of business
Technical support and customer services for the IT products sold in:
1 - England
2 - Wales
3- Scotland
4- Northern Ireland
5- Republic of Ireland
The best technical support representative in Samsung UK technical support site across all the support lines for all Samsung UK products (Mobiles, TVs, Laptops, etc…). Award was given by Mr. Brian Ford Service Director, Samsung UK & Republic of Ireland on Sunday 12th of June 2011 in Fairmont Nile City where Samsung UK used to do its annual recognition ceremony, The award was given to me for sustaining the best performance across the whole account during the whole year.
IT Services and consultations for a lot of companies/organizations like:-
- Global City for Trading (Laser Machines)
- Misr Al Arabia For Poultry Production (Subsidiary from Delah Group)
- Ultima (Tools and Machine Parts)
I buy and build networks and servers, i maintain PCs, etc...
Market Research
CRM
Marketing Plans
Reports and Analysis
Organizing Events
Help Desk
I worked as a computer technician.
Assembling PCs
Software and Hardware Maintenance
Responsible on Assembling and maintaining Telemisr Computers
• Diploma: The Art Of Marketing Professional Diploma From RITI (Intake 19, ended 11-09) Principals of Marketing Strategic Marketing Integrated M. Communication Relationship Marketing Cyber Marketing Marketing Research
The best German learning candidate for A1 level, award was given to me on Saturday the 13th of December 2014 by prof. Dr. Tarik A. Bary ÄDK CEO, ÄDK is the second Goethe certified center in Egypt, award was given to me for my outstanding performance throughout the course and achieving the highest marks in reading, writing, listening and speaking German.