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Manager Data analyst

Location:
Cairo, Cairo Governorate, Egypt
Posted:
January 27, 2018

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Resume:

Yasmin Ahmed Mohammed Ibrahiem

Address: *, ******** *****, ** *****

Mobile: (010*-*******

Email : ac37sy@r.postjobfree.com

Objective

Seeking an opportunity to build on my academic background, utilize my interpersonal skills to benefit my team, develop my career and prove myself.

Work Experience

Al Ahly Medical Company (AMC) From April 2016 till Now

Supervisor Data Analyst

oAnalysis medical insurance raw data in to report form to clients.

oDevelop TPA insurance medical system.

oTest TPA insurance medical system.

ESMART From November 2014 till April 2016

Senior Call Center Supervisor

o Support the team leader, delivering front line team leader to ensure resolution of enquiries and complaints at the earliest possible opportunity.

oTest all functions like CRM working well

oEnsure that the team leader follows established procedures for each service request; adhere to agreed Key Performance Indicators, Service Level Agreements and quality standards.

oMeet the team leaders on One to One monthly basis to brief the agents on their performance and decide upon the action plan.

oBe available for the team leader that experience work and/or personal problems providing appropriate coaching, counseling, direction and solutions.

oPrepare performance figures to the client (QBR) and daily/weekly/ monthly reports as required.

oPrepare salary sheet and the account’s invoice on monthly basis

Ecco Company From September 2012 till November 2014

Team leader (Etisalat Technical support -Smart Card-EL Masria for cars-AL ahly real estate)

oSupport the team, delivering front line customer services to ensure resolution of enquiries and complaints at the earliest possible opportunity.

oMonitor agents’ transactions and performance and report the performance to the direct manager on a regular basis with the suggested action plan.

oEnsure that the team follows established procedures for each service request; adhere to agreed Key Performance Indicators, Service Level Agreements and quality standards.

oMeet the agents on One to One monthly basis to brief the agents on their performance and decide upon the action plan.

oBe available for the team that experience work and/or personal problems providing appropriate coaching, counseling, direction and solutions.

oPrepare performance figures to the client (QBR) and daily/weekly/ monthly reports as required.

oPrepare salary sheet and the account’s invoice on monthly basis

Ecco Company From September 2009 to 2012

Senior Technical Support - Etisalat account

oHandle inbound, outbound and other ways of communication as required

oUpdate customers’ information on the system used (New and Existing customers) and document all calls information according to standard operating procedures.

oFollow up on customers whenever needed and approved (Call backs).

oRespond to customers’ inquiries and complaints accurately and within a certain time frame and give advices to the customers about the possible remedies or solutions regarding their problem.

oKeep clients’ and customers’ data confidential.

o Generate reports and communicate them to the client

o Manage the team (CSRs) during the absence of the team leader

oTrouble shooting network problems such as:FR-SDSL

oADSL (Asynchronous Digital Subscriber Line (local loop) IP / user name & password.

Besttopsystems Software (BTS) From September 2007 to 2009

oTest accountant programs.

oSystems business analysis

o Report designer crystal viewer report

Certifications

CCNA

ICDL FROM UNISCO

MS Project

AutoCAD LT(2009)

Visio

SQL

Languages

English (Very Good command of both written and spoken)

Arabic mother tongue

Extracurricular Activities

Volunteer for Resalah charity

Member in Main team for human development, Elsawy Cultural Wheel

Personal Information

Benha University

The Faculty of Engineering Shoubra

Communication &electronics department

Graduation years: 2007

Graduation project: Digital Satellite Transmitter

Degree of project: excellent

Overall degree: GOOD 72%



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