• Designing a dashboard for operation management and operation directors to visualize the operational performance and productivity data.• Micro manage the databases structure for huge data.• Creating KPIs modules to focus on certain figures to be achieved in terms of productivity maximization.One of the biggest projects I've working on at majorel was the reporting system automation to work on the data process flow and automate the data pipeline, For our global clients & Database optimization

• Manage call volume, program break schedules based on call pattern.• Manage non-productive time requests, planning off queue activities.• Monitor real-time to keep workforce utilization optimal.• Analyze call arrival patterns & trends to forecast, reschedule, and adjust staffing levels.

• Creating & Automate ETL pipeline, Data warehousing.• Applying pattern and trend identification for business analysis, tracking outliers.• Data Visualization Insights for Marketing Growth & acquisition.• creating statical roadmap for operation focus groups to enhance account results & required RCA.

• incubate new calibers at the beginning to maintain their ProfileCoaching on call ,create the required action plan.• compile operational data and create required reports for futurevision ,Calibrate with other entities to clarify company goals and functionality of the distribution.

• Floor support tasks.• Keep Knowledge update on representative side.• Tracking real time & Solving operation problems ,Handling agentcases by creating required Tickets.• Educate agents about company Process ,Job duties & KPI'Smetrics.

• Handling High value customers including billing system.• Handle Escalated calls.

• Handling customer inquiry about services committed to required average handling time.• Provide technical support & solve customer complaints.• Maintain customer satisfaction, increase customer experience, providing service information.