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Basem Magdy, WFM Sr.Supervisor

Basem Magdy

WFM Sr.Supervisor·Upsource by Solutions

Saudi Arabia

Bachelor's degree, Bachelors Degree in

Work experience

Total years of experience: 13 years, 3 months

WFM Sr.Supervisor

May 2023 - Present

Upsource by Solutions

Riyadh, Saudi Arabia

May 2023 - Present

Wrote reports outlining project progress and results. Completed duties to deliver on targets with accuracy and efficiency. Used critical thinking to break down problems, evaluate solutions and make decisions. Oversaw daily operations to achieve high productivity levels. Offered friendly, efficient customer service and handled challenging situations with ease. Worked flexible hours, covering nights, weekends and bank holidays. Consistently arrived at work on time and ready to start immediately. Delivered high-quality results within budget and time frame targets. Designed digital and print materials to engage audiences. Managed teams by overseeing hiring, training and professional growth of employees. Applied positive customer service approach to increase satisfaction levels.
Company industry:
Telecommunications
Job role:
Human Resources and Recruitment

WFM Reporting Team Leader

July 2022 - April 2023

2P Perfect Presentation

Riyadh, Saudi Arabia

July 2022 - April 2023

Led performance reviews and tailored employee feedback to facilitate professional
development.
Maintain databases and perform updates as necessary to ensure accuracy
Create digital file classification system for company-wide use.
Coached team members through new or difficult workflows.
Promoted professionalism among staff to develop productive relationships.
Supported new hires through on boarding process for speedy and successful training.
Resolved employee relations issues and navigated disciplinary proceedings. \[IMAGE\]
Company industry:
IT Services

Senior Reporting and Data Analyst

October 2021 - July 2022

2P Perfect Presentation

Cairo, Egypt

October 2021 - July 2022

Design business analysis reports for use throughout the department
Maintain databases and perform updates as necessary to ensure accuracy
Analyzed management issues to assess productivity and suggest math-based solutions.
Generated reports from extracted data for analyses.
Designed questionnaires to support logical data acquisition and analysis.
Company industry:
IT Services
Job role:
Human Resources and Recruitment

Reporting and Data Analyst

January 2017 - October 2021

Teleperformance Egypt

Cairo, Egypt

January 2017 - October 2021

Design business analysis reports for use throughout the department
Maintain databases and perform updates as necessary to ensure accuracy
Generated reports from extracted data for analyses.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Information Technology

Real Time Analyst

April 2016 - December 2017

Teleperformance Egypt

Cairo, Egypt

April 2016 - December 2017

Real-time data analysis and management, on-spot action plans to reach the highest level of
productivity & SLA
Updated office management on teams activities and progress at daily meetings.
Optimize staff and delegated assignments to adequately cover operational and project
requirements.
Created and submitted progress reports to upper management.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Customer Service Representative

April 2013 - March 2016

Teleperformance - Egypt

Cairo, Egypt

April 2013 - March 2016

Teleperformance Egypt - Cairo, Egypt Technical support agent for one of the biggest nearshore accounts (Vodafone & Samsung) Ticketing agent for the travel agency Tajawal (Flights & Hotels)
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Customer Service Representative

April 2013 - March 2016

Teleperformance Egypt

Cairo, Egypt

April 2013 - March 2016

Technical support agent for one of the biggest nearshore accounts (Vodafone & Samsung)
Ticketing agent for the travel agency Tajawal (Flights & Hotels)
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Education

Cairo University

May 2013

May 2013

Bachelor's degree, Bachelors Degree in

Egypt

GPA (percentage): 88%

GPA (percentage): 88%

Cairo Computer Institute

July 2012

July 2012

High school or equivalent, Computer Science

Egypt

GPA (rating): Very good

GPA (rating): Very good

Computer Science

Skills

Microsoft PowerPoint
Expert
Microsoft PowerPoint
Expert
Microsoft Outlook
Expert
Microsoft Outlook
Expert
Microsoft Word
Expert
Microsoft Word
Expert
SQL database design
Expert
SQL database design
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
Python
Beginner
Python
Beginner
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
ORGANIZATIONAL SKILLS
Intermediate
ORGANIZATIONAL SKILLS
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
SQL PROGRAMMING LANGUAGE
Intermediate
SQL PROGRAMMING LANGUAGE
Intermediate
POWER BI
Intermediate
POWER BI
Intermediate
FORECASTING
Intermediate
FORECASTING
Intermediate
SCHEDULING
Intermediate
SCHEDULING
Intermediate
CREATIVE DESIGN
Intermediate
CREATIVE DESIGN
Intermediate
DECISION MAKING
Intermediate
DECISION MAKING
Intermediate
INNOVATION
Intermediate
INNOVATION
Intermediate
Microsoft Power Point
Intermediate
Microsoft Power Point
Intermediate
BUSINESS ANALYSIS
Expert
BUSINESS ANALYSIS
Expert
CRITICAL THINKING
Expert
CRITICAL THINKING
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
MANAGEMENT
Expert
MANAGEMENT
Expert
OFFICE MANAGEMENT
Expert
OFFICE MANAGEMENT
Expert
OPERATIONS
Expert
OPERATIONS
Expert
TECHNICAL SUPPORT
Expert
TECHNICAL SUPPORT
Expert
DATA ANALYSIS
Expert
DATA ANALYSIS
Expert
REGISTRATION EVALUATION AUTHORISATION AND RESTRICTION OF CHEMICALS (REACH) REGULATIONS
Expert
REGISTRATION EVALUATION AUTHORISATION AND RESTRICTION OF CHEMICALS (REACH) REGULATIONS
Expert
DATA ACQUISITION
Intermediate
DATA ACQUISITION
Intermediate
SQL Database
Intermediate
SQL Database
Intermediate
Microsoft Excel
Expert
Microsoft Excel
Expert
Microsoft Power BI
Expert
Microsoft Power BI
Expert
Microsoft Word
Intermediate
Microsoft Word
Intermediate
Amadeus
Intermediate
Amadeus
Intermediate
Microsoft Outlook
Expert
Microsoft Outlook
Expert

Languages

Arabic

Native Speaker

English

Intermediate

Training and Certifications

Certifications
COPC Certification
Verint Certification

Hobbies and interests

Football
Systems Design Programs
Cars
Sports