- Translating business needs into BI technical specifications. - Supporting domain architects in capturing solution key components for Data. - Executing database queries and conduct analysis. - Maintaining data processing. - Data cleansing and other ETL-related activities. - Engineering BI systems that provide accessible information/visualizations for decision-making and business performance monitoring. - Setting up and maintain BI tools, infrastructure, and integration with company data sources. - Creating reports to provide data analysis that fits for business needs and drives business decisions. - Maintaining data analytics platforms. - Conducting troubleshooting on BI models. - Developing and updating technical documentation. - Responsible for documenting Business Intelligence (BI) subject areas and integration processes. - Collaborating with the rest of team members to collect data and execute projects.

Arqqam | Aug 2021 - Present

Associate II, Training and Development, Data Analytics & BI

- Delivering training lectures on Excel, Power BI and dashboard designing to various clients and audiences. - Preparing and updating training material for Power BI in alignment with PL-300 certification requirements and best practices. - Participating in content creation and quality assurance for data analytics and BI courses and curricula. - Evaluating trainees’ feedback and performance and providing recommendations for improvement. - Collaborating with other trainers and subject matter experts to ensure consistency and accuracy of training content and delivery.

Apple | Feb 2021 - Mar 2023

Service Delivery WFM and Reporting Specialist

- Supporting BPO vendor to ensure a smooth delivery of WFM resources in accordance with PCI & COPC standards. - Maintaining library of model documents, templates and other reusable knowledge assets. - Managing timely flow of business intelligence information to users. - Created business intelligence reports, including data modelling, spreadsheets and outputs. - Implemented a unified reporting UI from scratch using Power BI to maintain all reports with seamless UX. - Migrated all required reporting from Excel to Power Bi using the newly implemented solution. - Handling stakeholders’ requests, meetings and induction for WFM Process and their induction to the Power BI reporting portal and also to established Tableau Reporting Portal. - Process improvement for communication from and to the operation and reports development using Sharepoint custom lists and Forms. - Handling vendor reporting and presentations using both environments of Windows (O365) and Apple's Mac (Tableau, Keynote, Numbers). - Workforce Scheduling, Monitoring using NICE IEX & Aspect WFM CRM. - Automated most of daily WFM intraday communications and reporting using Power Bi Online, Power Automate, Excel Online, Sharepoint.

Egyptian Armed Forces | Jul 2019 - Sep 2020

Specialized Infantry Soldier

Brigade Operations Office - Created supply chain and logistics tracking reports for 7 successful projects - Associating in Project Management role handling all documentations and projects execution progress reporting - Creating advanced presentations and designs to showcase the Unit progress on assigned tasks

Foundever | Feb 2019 - Jul 2019

Technical Support Specialist

Samsung Content and Services - Answering high volume of emails in a timely manner to troubleshoot the issues customers face when using various Samsung apps, such as Samsung Health, Wearable, Account, Galaxy Store and Bixby - Proactively identifying improvements to the product, identify bugs, and determining opportunities to enhance the customer experience - Participating in technical communications within the Technical Support Team to share processes and learn about new technologies and devices / software updates - Escalating and reporting advanced issues with UI/UX and bugs to 2nd tier support - Updating the knowledge base used by the customer service team with each Android update or app update in terms of navigation and email templates, resulting in improved accuracy and efficiency

Beyondmenu.com | Apr 2018 - Feb 2019

Back Office Analyst

- Handling fraud alerts task periodically to ensure the validity of CC payments. - Preparing reports based on analysis and presenting to management. - Handling system troubled orders and pushing it to restaurants in timely manner. - Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions. - Recognition for presenting a strategic plan of running newly launched Google Ads campaign and set realistic targets that increased overall productivity.

VODAFONE UK LIMITED | Jan 2018 - Apr 2018

Telesales Representative

UK Tariff Migration Team - Contacting potential or existing customers to inform them about a product or service utilizing my previous experience as a billing agent to proactively encourage them to upgrade to better price plans.

VODAFONE UK LIMITED | Jul 2017 - Jan 2018

Acting as Shift Leader / RTM Analyst

- Managing 22 FTEs with full responsibility of their operational performance leading the journey of customer experience excellence; handling managed employees requests, complaints and payroll challenges; delivering coaching, one on one sessions, and setting action/support plans to increase efficiency, operational KPIs and create a world class team. - Running NPS reports for OOH Teams. - KPIs creation & Governance. - Identify, analyze, and interpret trends or patterns in complex data sets. - Operational performance reports on AHT (Average Handling Time), FTF (First Time Fix), Total Fix, and next best action recommendation utilization. - Preparing reports based on analysis and presenting them to management. - Monitor queues AHT and call volumes. - Collect floor samples regarding issues impacting AHT and abnormal call drivers. - Update daily/Monthly log for all events impacting queue performance. - Prepare daily, weekly dashboards for operational performance.

VODAFONE UK LIMITED | Jan 2017 - Jun 2017

Floor Engagement SPOC

- Created Engagement activities and developing the means of performing it through Excel using raw data. - Presented multiple ideas to operation management through PowerPoint in order to reach decisions of applying it on an operation level. - Created a reward point system from scratch through Excel as an engagement activity to provide incentives to improve the overall operation KPIs. - Ran impact analysis measuring the impact of system outages, events, campaigns and tactical moves on operational KPIs. - Attrition analysis to determine the factors behind negative attrition in relation to different roles/areas/tenure/development/job fitness/studies.

VODAFONE UK LIMITED | Aug 2016 - Dec 2016

Subject Matter Expert

Responsible for supporting 12-24 FTEs in terms of product knowledge, soft- skills, internal processes, and answering newcomers’ questions; motivate and encourage fresh employees through positive communication & feedback; spotting performance gaps/development points across served teams to run TNAs and deliver tailored out training to ensure operational excellence.

VODAFONE UK LIMITED | Feb 2016 - Jul 2016

Senior International Account Advisor

Out of Hours Operation - Managing customer inquiries, handling complaints, and managing requests alongside different stakeholders while identifying & assessing customers’ needs to provide a tailored journey while ensuring customer experience excellence

VODAFONE UK LIMITED | Nov 2015 - Jan 2016

International Account Advisor

Bill Shock Campaign

ECCO Outsourcing | Jun 2015 - Aug 2015

Senior Customer Service Agent

- Supporting new comer agents in terms of product knowledge and customer handling - Monitoring new agents' complaints and emergency calls handling in real-time - Outbound surveying the customers to measure satisfaction for service center performance - Monitoring the queue and running SL reports to ensure maximum SL is achieved

ECCO Outsourcing | Apr 2015 - Jun 2015

Customer Service Agent

- Emergency Response - Spare Parts Sales - Opener for new car sales - Scheduling incoming car services requests to the supported service centers

My Education

Take a look at my formal education

Bachelor's degree, Faculty of ArtsAin Shams University | 2017

About Me

A BI Engineer and Technologist who leverages Power BI, Tableau, Incorta, DataIKU and analytics to transform data into insights and recommended solutions. With a strong background in BPO for 8 years and also collective 5 years in Data Analytics

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