Al-Baraa Mohammed Email and Phone Number

• Developed predictive models to forecast demand and improve inventory management efficiency.• Collaborated with cross-functional teams to implement data-driven solutions for customer satisfaction and retention.• Integrated AI with our CRM tools to gain better insights and less CSRs workload.• Fed and maintained data models and structures in our DWH.

• Structuring detailed reports on the individual level or project level.• Diving into the current process to find and implement improvements that are effective, consistent, and measurable.• Evaluating and analyzing performance data to identify trends, issues, and opportunities for process enhancements.• Initiating and tracking quality key indicators to measure the impact of our improvements and keeping management in the loop about our progress.• Keeping a thorough record of all quality assurance activities, including internal reports and audits.• Creating test cases, piecing together test scenarios, carrying out tests, and carefully recording every detail of the results.• Creating Internal Quality software for easier tracking, and reports cross-overs.• KPI tracking and assisting in calculations.

• Working on automation for the team to facilitate Feedback delivered to the agent and the leaders without referring to outer software provider.• Building dashboards from scratch to improve the insights in the team and for faster tracking for the project overall performance and on the agent level too.• Initiating the Root Cause analysis to be able to identify the pain points and highlight them to the upper management in an actionable view.• Initiating a streamline for the feedback delivered to the agents and the needed actions for each agent to identify Skill, Will and attitude and minimize the efforts required and utilization for the proper stakeholders.

• Working closely with the Coordination team and other Partner-related LOBs to ensure the quality of the provided services for our partners.• Content checking and upload, run a quality check to ensure all details are accurate across different systems.• Checking the Coordination quality and highlighting any issues and checking for areas of improvement through data-driven insights.• Initiating reports to monitor Key Accounts Coordination metrics, providing visibility to HQ and the local team.• Check menus once finalized by the Coordination specialist and provide instant feedback before the menu goes live.• Ensures consistent & unified quality standards.• Provides constant feedback including coaching sessions and one on one meetings.• In charge of developing the training material for onboarding new content specialists & for quality guidelines through meeting with other stakeholders to ensure a soft journey and communication for our partners.• In charge of documenting the data for the quality scores and formulating reports to tackle trends, behaviors, and development areas for the whole unit through data analysis, training materials, and scorecards.• Continuous revamp projects to ensure consistency and accurate information regarding spelling, menu guidelines & photographs.• Automating Vsat Reporting through Google apps scripts for more accurate data, and insights for the vendors/riders and tackle the blockers for better Vsat numbers.• Adhering to Ad hocs in reporting and validation Vsat and directly reporting spikes to tackle the root causes to be solved.