Senior Business Analyst
Cisco Systems - Jordan
Total years of experience :5 years, 9 Months
1-Weekly deal analysis and highlighting any unexpected
behavior of the system and communicate with all
departments to solve such issues.
2-Enhance and Improve the work by automating any repeated
manual work with creating reports and analysis by creating
excel templates and dashboards.
3- Handling systems defects for the sales process produced by
the sales team over the world by verifying the defects and
communicate with all related departments to solve such
defects.
4-Following up on the Enhancement requests and verifying it
and provide valid justification for the requests for related
departments
1-Preparing Reports on Daily, weekly, monthly, Quarterly
bases for company KPI's.
2-Cleaning and organizing data to make it easier to analyze.
3- Assisting Account mangers to prepare reports for his/her
clients.
4-Assisting mangers in preparing their own reports for
teams performance.
1-Developing detailed project schedules and plans based on
customers needs with collaboration with all related
departments.
2-Identifying and managing project risks and issues, and
developing strategies to reduce it.
3-Preparing and analyzing project performance reports, and
providing performance data to the management.
4-Following up with the customers.
5-Provide the needed support to the ERP system development
team to based on workflow process in order to increase the
productivity of all teams and increase CSAT
Forecasting contact volumes based on historical data.
Scheduling staff based on the forecast contact volumes.
Real-time monitoring of the current volume, in case ofunexpected rises in contact volumes, compared with theforecast and take the proper action to avoid any effect onKPIs.
processes that ensure the right number of agents with theright skills are scheduled at the right time.
Prepared reports about the shift's incidents and agents'productivity.
Work in an effective way with other departments for workdevelopment
Attending to all customer queries, concerns, and comments posted to the company's social media platforms.
Reviewing all social media posts for accuracy and ensuring inappropriate content is removed.
Working with the marketing team to develop comprehensive social media strategies.
Maintaining a working knowledge of company products to effectively communicate with customers.
Manage large amounts of inbound and outbound calls in timely manner.
Follow communication “scripts” when handling different topics.
Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives
Design and Control of Quay-Side Container The objectives of this graduation project: 1) Design and build an experimental model of a container crane to control and monitor the crane operations. The setup is used to test the performance of all theoretically developed control systems. 2) Design a control system to deal with a different weights model for the container. 3) Serve as teaching assistant for Automatic Control Courses and Experiments for Control Laboratories.