I have over 20 years of diversified professional experience in different roles ranging from technical representative positions to customer service management roles in the telecommunication sector.
After 20 years of work, I realized the crucial role data science play in our lives in general and in businesses in particular, with plenty of untapped opportunities yet to be seized.
Following my passion for data analysis and business analysis, I have embarked on a new chapter of lifelong learning to benefit the world with my newly acquired skills in Python, R, and Tableau and relevant collaboration platforms knowledge.
Chinook Music Storehttps://github.com/alsawy45/chinook_music_store.git%20
Investigate a Datasethttps://github.com/alsawy45/Investigate_a_Dataset-no_show_appointments-.git
Manager, Fixed Activation Call Center
Manage Activation Team call center operations, Ensuring new installation process from the customer side is operated according to the time & quality standards, support the existing customers, Acting as an escalation point for the installation team, handling the requests of the escalated angry and VIP customers, Initiating periodical reports and Ensure applying the ground rules& company policies.
Budgeting headcount needed to meet business needs.
Participate in the hiring process, to fill vacancies
Analyze individual achievement reports, for daily recommendations.
Develop current team members by making sure that they have the needed info to do their jobs correctly.
Cascade team objectives and KPIs for each member, to set individual goals Monitor, regularly, the team members' activity to give support and periodical feedback
Assess and evaluate the performance of direct reports to provide feedback and ensure further development
Manager, Customer Relationship Management
Enhancing Call Center Knowledge Base Team which is responsible for Customer Service for all call center different teams.
Maintain Quality for Call Center by training team for all call center different teams.
Created Call Center Workforce and Reporting Team responsible for budgeting and optimization for all teams.
Manger, Installation Team
Manages Installation Team operations through all channels, responsible for outdoor visits sub-team, call center sub-team, and resellers sub-team,
Ensuring new installation process from the customer side is operated according to the time & quality standards, support the existing customers,
Acting as an escalation point for the installation team, handling the requests of the escalated angry and VIP customers, Initiating periodical reports, and Ensuring applying the ground rules& company policies.
Master of Business Administration, major global management