Front Office Data

Curriculum Vitae

Mohamed Fawzy Ragab Ali

* ********* – Building 39 – Project 109 buildings

6th District – 6th of October – Giza.

Mobile No: (02-010*-***-**-**

Email: ************@*****.***

Objective

Seeking a challenging Job Opportunity in a well-established Organization where my Experience and Skills can be well utilized and where I can have a role in its development and progress.

Working Experience

• (Aug-2019 – Till preset) Emaar Misr for development (Real Estate) o Workforce Senior Real-Time Executive “Forecasting and Planning” & other responsibilities

Review data to identify trends or patterns of practice / behaviors that negatively or positively impact operations.

Analyzes regularly contact center performance and review actual results versus company objective, campaigns, and assumptions.

Reviews plan on forecast models and staffing plans on a regular basis for data validation and address any changing operational needs or business rules.

Measures forecasting accuracy according to actual volumes and account for variances.

Analyzes past volume and staffing patterns and implements based on the forecast provided by different departments to ensure service goals are met and communicates with commercial teams in case any resizing issues need to be tackled with the head office.

Oversees all Real-Time and Intra-Day activities to ensure operational and client goals are met.

Conducts analysis and recommends solutions to real time performance issues with the operational business units.

Validates forecasting and staff planning and works with departments for implementation.

Working to reduce business costs and boost the efficiency of our employees.

Ensures all required WFM data is tracked and trended on a continuous basis.

Interface with Head of call center (operations Director) as needed for escalation of service impacting issues.

Coordinates with director of operations to interface with top management and handle account management issues.

Manages the staff schedules and responsibilities of Workforce Management team.

Meets department budget goals by controlling cost for equipment and personnel.

Responsible for performance appraisals of all direct reports.

Establishes performance objectives for direct reports and works on their development.

Ensures team accurately tracks and manages call center schedule adherence.

Monitors absenteeism levels and work with management and HR on adherence management initiatives.

Prepares daily/weekly/monthly reports including Telecommunication and presents it to the management team.

Manages staffing rations and seat utilization/optimization to ensure call center goals are met.

Work with senior management team on initiatives to support new business growth and overall operations.

Handling transportation related issue.

Assists with special projects and other duties as assigned.

Provides training and system support to users of the application.

Provides staffing plan for potential projects.

Review and set new in housework rules “Code of conduct” according to COPC Standards & the Egyptian labor law.

Set all workforce management rules according to COPC Standards.

Researches and analyzes diversified data to draw valid conclusions.

Responsible for short term and intraday contact volume, productivity and capacity forecasts and providing leadership with risk mitigation plans to support tool for the leaders of Customer Service Delivery and other Profit Center Leadership, assisting with and providing guidance on performance impact analysis and operational planning.

Articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness.

Study department work, vacation and absence records (shrinkage) for on-going historical trend analysis and offer recommendations for forecasting purposes.

Communicate with HR for the agent's overtime & deductions and Overall salaries.

Responsible for call volume monitoring and forecast adjusting by day by interval.

Respond to management requests to produce “what if” scenarios.

Ensuring strategic goals are met through forecast modeling, capacity planning, collaboration and effective communication, while ensuring forecast alignment with strategic goals.

Evaluates and implements new methods and techniques for operational improvement.

Create long term, interim (intra-day) and short-term forecasts derived from understood business drivers.

Maintain and analyze records of actual volumes compared to forecast.

Maintain staffing and headcount records and develop hiring plans for long/short range planning.

Maintain detailed records of call/skill set statistics and call arrival patterns to maximize forecasting accuracy capability, ensuring cost effective labor utilization.

Prepare daily reports and facilitate planning calls.

Balance staffing levels with the volume of work being produced.

Perform regular analysis on various metrics such business seasonality and determine forecast presentation with accuracy.

Supervise statistical accuracy of current and future forecasts and make adjustments according to market requirements.

Expand data sources used in the forecasting process and integrate all available data sources to assess and monitor trends and changes. Sources to include historical sales, point-of-sale data, secondary market audits, primary market research, competitive intelligence, sales analytics data, financial data, etc.

Proven understanding of forecast methodologies.

Analyze, review, forecast, and trend complex data – creating “what if” models, identifying viable options to enable data-driven decisions that establish Business’ operating model and organizational structure.

• (Dec-2018 – Jul-2019) Chalhoub group, MAC for promoting commercial business o Shipping assistant and logistics analyst

Main Responsibilities are: -

1. Advanced Shipment Notifications Creation: -

A. Match and approve the PO number in the Oracle system by verifying the PO

‘Item references’, ’Quantities’ and ‘Value’ against the supplier invoice. B. Communicate with division and take agreed corrective action, in case of any discrepancy in reference, quantity or price.

C. Enter relevant data fields as required by the ASN module. D. Cross check all entered data and confirm the ASN to generate an Appointment number. E. Send communication to warehouse with appointment number along with packing list. F. Follow up for the freight charges and Proof of Delivery from freight forwarder for the obligation process and archiving of records.

G. Once goods are confirmed by Warehouse, initiate Obligation process. H. Archive all records electronically.

2. Obligation: -

A. Calculate and split the Freight, transportation and other transit costs as per the payment Invoice value.

B. Process the Obligation using the Oracle Retail Merchandising System (RMS). C. Choose the required type of the Obligation from the available options. D. Enter relevant data fields as required by the RMS module. E. On completion, send the generated obligation number to Accounts department. F. Archive all records electronically.

3. Logistics Analyst: -

A. Analyze and maintain supply chain processes to design efficient, money-saving solutions for every step of the chain.

B. Collect data on every step of the supply chain, from receipt to delivery, and maintain databases to safely store information.

C. Analyze all steps of the supply chain. This includes looking at statistical data and transportation routes to spot ways to streamline logistics and maximize company profits.

D. Monitor shipments and trace shipment routes to ensure that the most efficient shipping and delivery methods are used for every delivery. E. Investigate late delivery claims from customers, following the path of the shipment from receipt to delivery to spot problems and verify customer claims. F. Assist customers with tracking shipments and address any problems or complaints they have with deliveries.

G. Write and create reports showing supply and shipping routes, cost analysis, and other supply chain data. These reports may be presented to upper-level management executives.

H. Make suggestions to all staff members involved in the supply chain to find ways to reduce costs.

• (Jan-2018 – Dec-2018) Attijariwafa bankEgypt (Banking) o Contact center Workforce Management & IM Officer customer experience

Review LOBs KPIs (WFM metrics).

Assures that all plans and schedules are implemented with the agreed quality benchmark and with compliance with the WFM methodologies.

Propose recommendations and action plans for any dropped metric such as service level, adherence, absenteeism, utilization, AHT, occupancy, tardiness and conformance.

Provide analytical support to operations.

Measuring plans effectiveness and modifying it according to the new updates and concurrent situations.

Working on calculating all contact centers' financial invoices reports according to bank's agreements.

Focusing on Customer satisfaction, decreasing customer efforts and increasing customer loyalty.

Responsible for the delivery of WFM reports on daily, weekly, monthly and quarterly basis.

Supervise managing non-productive time requests to enhance LOBs deliverables.

Responsible for tasks of KPI's & Schedule adherence & agent’s attendance & absenteeism etc...

Fully aware of WFM system and all related reports & forecasting and creating staffing scenarios for inbound and outbound business functions.

Measuring different LOBs projects performance on monthly, quarter and semiannual basis.

Using reskilling ad multi reskilling to balance between all customers' segment and balance between all SL% segments' achievements based on bank's agreements

Workforce “Real-Time”.

Ensures operations are performing according to key call center performance metrics such as service level, ASA, utilization, adherence.

Executes plans and ensures effective implementation of schedules.

Escalates any drops in performance metrics such as service level, ASA, utilization, adherence to concerned parties.

Modifies the staffing plan to ensure meeting the respective targets.

Administers Call Center Agents’ scheduling.

Reports the agents’ operational violations to HR to implement CC Code of Conduct.

Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns.

Performs other related duties.

Manages the daily agents’ schedule in coordination with the operations.

Calculating the required Staff on monthly basis comparing with Actual staff to make sure all LOBs staffed.

Measuring long / short term plans accuracy to make sure all KPIs on track. Amending Short / Long term plans if needed to match the new requirements.

• (2009 – 2018) Raya Contact Center Maadi Park & 6 October, Egypt o Workforce Specialist - Etisalat UAE LOBs

Responsible for the supervision of the RTM team members Senior Analyst\Analysts (17 heads)

(Coaching & Development) to ensure the execution of planned schedules are done with the agreed quality benchmarks.

Charge of managing the performance of the team and handling all escalations and conflicts to achieve the project’s KPIs and reach the client’s satisfaction.

Review projects KPIs (WFM metrics).

Assures that all plans and schedules are implemented with the agreed quality benchmark and with compliance with the WFM methodologies.

Propose and participates in contingency plans whenever needed.

Propose recommendations and action plans for any dropped metric such as service level, adherence, absenteeism, utilization, AHT, FTE, occupancy, tardiness and conformance.

Owns and provide head count reports for each project model.

Provide analytical support to operations.

Review and confirm modifications needed for the staffing plan to ensure meeting the respective targets.

Owns and review overall projects KPIs reports and deliver it to the management and clients on time.

Planning on the near and long term for all assigned projects.

Measuring plans effectiveness and modifying it according to the new updates and concurrent situations.

Working on calculating all financial invoices according to the agreement with clients.

Focusing on Customer satisfaction, decreasing customer efforts and increasing customer loyalty.

Responsible for the delivery of WFM reports on daily, weekly, monthly and quarterly basis.

Communicated with the concerned parties any changes of scheduling to ensure suitable resource coverage.

Supervise managing non-productive time requests to enhance projects deliverables.

Manages Senior Analysts and Analysts performance and objectives.

Ensure Staff awareness and adherence to RCC’s code of conduct and internal related policies and procedures.

Set clear team goals.

Delegate tasks and set deadlines.

Provide the team with a vision of the project objectives.

Handle all team escalations and feedback and work on resolving their issues.

Motivate team members and recognize high performance and reward accomplishments.

Create and environment oriented to trust, open communication, creative thinking and cohesive team efforts.

Provide any training that team members need.

Responsible for performance appraisals of all direct reports. o Senior Analyst Workforce - Etisalat UAE LOBs.

Responsible for tasks of KPI's & Schedule adherence & agent’s attendance & absenteeism etc...

Fully aware of WFM system and all related reports & forecasting and creating staffing scenarios for inbound and outbound business functions.

Provide back up and assistance to floor Customer Service Staff.

Measuring different projects performance on monthly, quarter and semiannual basis.

Using reskilling ad multi reskilling to balance between all customers' segment and balance between all SL% segments' achievements based on client's agreements o Analyst Workforce - Etisalat UAE LOBs

Workforce “Real-Time” (Raya contact center).

Ensures operations are performing according to key call center performance metrics such as service level, ASA, utilization, adherence.

Executes plans and ensures effective implementation of schedules.

Escalates any drops in performance metrics such as service level, ASA, utilization, adherence to concerned parties.

Modifies the staffing plan to ensure meeting the respective targets.

Administers Call Center Agents’ scheduling.

Manages the daily agents’ schedule in coordination with the Team leader.

Reports the agents’ operational violations to HR to implement CC Code of Conduct.

Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns

Performs other related duties.

Administers Call Center Agents’ scheduling.

Manages the daily agents’ schedule in coordination with the operations.

Calculating the required Staff on monthly basis comparing with Actual staff to make sure all LOBs staffed.

Using reskilling ad multi reskilling to balance between all customers' segment and balance between all SL% segments' achievements based on client's agreements

Planning for next month’s Staff based on Program budget and Expected revenue.

Measuring long / short term plans accuracy to make sure all KPIs on track.

Amending Short / Long term plans if needed to match the new requirements. o Co-trainer project Nissan for around two years.

o Worked as an operation senior account advisor in Nissan Motor Egypt project. o Worked as an operation account advisor in Nissan Motor Egypt project. o Worked as an operation account advisor in MSAD project.

• (2004 – 2008) Tourism

o Worked as a senior front office reception in Maxim INN hotels & resorts in Marina for four seasons (2005: 2008).

o Experience in front office casher works.

o Tel operator.

Personal qualifications

• Excellent knowledge of workforce management applications, technologies and key performance indicators.

• Excellent knowledge of Forecasting / Scheduling and related software packages.

• Expert knowledge and understanding pf workforce planning programs principles.

• Excellent knowledge of performance metrices.

• Ability to perform in-depth data analysis and present insights in a clear manner.

• Understanding of forecast methodologies.

• Organized and have excellent time management skills.

• Proficient in utilizing Microsoft Excel and PowerPoint for data analysis and presentations.

• Strong analytical Skills.

• Very good Data and Information Analysis.

• Strong Problem-Solving Skills.

• Very good in Budgeting and Cost management.

• Very good in planning and long-term goals achievements.

• Creativity and innovation.

• Attention to Details.

• Ability to handle Multiple Tasks.

• Ability to handle ambiguity and change.

• Presentation.

• Self-motivated, ambitious.

• Hard worker, teamwork attitude.

• High flexibility in working under pressure and for long hours, keen on dealing with People from different background and culture.

• Sharing my manager in some problems that are facing our work.

• Dealing with customers face to face and on phone.

• Responsible for some administrative affairs.

Skills

• Computer Skills: -

o Very good knowledge of office XP, 2003, 2007, 2010, 2013 and office 365 etc. o Very good knowledge of windows XP, me, 98, 7, 8 and windows 10 etc. o Very good Presentation Skills.

o Very good Knowledge of Internet Applications.

o Very good knowledge of AVAYA, Cisco, Nortel, CRM, Siebel, Citrix and Oracle applications.

• Language Skills:

o Native language: Arabic.

o Very Good Command of both written and spoken English. o Good Command of both written and spoken Russian.

Courses Experience

• TTT (Training The trainers) course Cairo, Egypt Sponsored by Raya Holding.

• Time Management course Cairo, Egypt Sponsored by American chambers Cairo.

• Advanced Business writing course Cairo, Egypt Sponsored by American chambers Cairo.

• Business writing course Cairo, Egypt Sponsored by Raya Holding.

• Customer orientation course.

• Effective Communication course.

• Advanced Excel Training Course Cairo, Egypt Sponsored by Raya Holding.

• Developed Language and Computer skills.

• Enhanced Presentation & Project Development skills.

• Customer service course in Raya Contact Canter.

• Telesales course in Raya Contact Canter.

• Advanced leadership & operations course at Raya Contact Canter.

• Soft skills Training: Communication skills _Customer Service _ Complaint Handling at Raya Contact Canter.

• Course Amadeus visa to reserve flight tickets in Future Academy.

Education

• 2004-2008 Major Tourism Studies, Faculty of Tourism & Hotels.

• Future Academy Cairo, Egypt.

• Grade: Good.

Personal information

• Date of birth: 1/1/1987.

• Marital status: Married.

• Military status: Exempted.

• Nationality: Egyptian.

Contact this candidate