Nevine Hassan Abdeen

Work Experience

Total years of experience :21 years, 10 Months

Senior Workforece Planning Analyst at Xceed

Egypt - Cairo
My current job since April 2010

-Analysis of historical data, forecasting and creating staffing scenarios for inbound and outbound business functions.
-Workforce planning and scheduling for all operational accounts
-Ensure accurate planning and adequate staffing for operational accounts regarding all resource issues and maintaining the accuracy of schedules forecasting
-Creation for account sizing for prospective accounts, in regards to headcount, seating or any other cost overheads
- Maximizes utilization to maximize revenue
- Managing all the call center Attrition & Absenteeism

Workforce Planning Analyst at xceed

Egypt - Cairo
October 2005 to March 2010

Analysis of historical data, forecasting and creating staffing scenarios for inbound and outbound business functions.
Forecasts call volume, service level, and required staffing each week to meet all service level metrics (i.e., shifts, training, vacation, meetings, overtime, etc.) for all teams to ensure that productivity objectives are met in a timely and efficient manner.
Ensure accurate planning and adequate staffing for operational accounts regarding all resource issues and maintaining the accuracy of schedules forecasting
Workforce planning and scheduling for all operational accounts, from long term plans to the minutest intraday level.
Delivery of flexible schedules to the contact centre to provide an optimum resource fit and forecast demand.
Issuing the transportation schedule for different shifts
Ensuring all processes are measured to a minimal 99% accuracy
Align with all business owners that all business activities are benchmarked, and accurately measurable.
Timely responsiveness of ad-hoc reporting requests within agreed to internal SLA`s.
Creation for account sizing for prospective accounts, in regards to headcount, seating or any other cost overheads
Timely flagging of potential problems or crisis within appropriate actionable timeframe
Development of the workforce planning management tool. (IEX Tool)
Maximizes utilization to maximize revenue.
Managing all the call center Attrition & Absenteeism

Inbound Customer service representative at xceed

Egypt - Cairo
July 2002 to September 2005

Handling customers inquires on the telephone providing the right & full nformation according to the call center guidelines.
Provide a high level of customer service that would exceed customer expectations
Take customers orders & create opportunities for up selling& cross selling.
Helping customers decide what type of product or services would best suit their needs.
Adhere to Customer Operations Department policies and procedures.
Provide customers with right recommendations and actions.
Perform standardized and tasks efficiently and effectively

Tour Operator at River Nile Tours

Egypt - Cairo
October 2002 to June 2004

•Organizing Tours Programs for Individual & groups.
•Planning & preparing for Incoming & Outgoing Programs.
•Reserving & Managing all the required for incoming Customers.
•Guide Customers in their Tours