Reporting directly to the Head of AnalyticsProviding data-driven insights and support to multiple departments, including Operations, HR, IT, and Workforce. Responsible for analysing and interpreting complex datasets, automating reports, and delivering actionable recommendations to improve efficiency and performance across the organisation● Analysed large datasets to identify trends and insights, created compelling visualisations and dashboards using tools like Tableau, Metabase, and Google’s Looker Studio, and wrote complex SQL queries to extract, manipulate, and analyse data from relational databases to support data-driven decision-making.● Created multiple reports to automate any manual work and human error in payroll bonus calculations.● Managed payroll operations for workforce over 900 employees, including fixed and variable pays.● Built all of the databases/trackers for Operations, Training, Quality & IT to track all of the business activities.● Created a platform to monitor middle management activities including Coaching Efficiency, One to Ones, Performance Improvement Plans, with automated feedback, collects employees efficiency & satisfaction, all visualised in a single dashboard, using JavaScript & HTML on Google Forms, Sheets & Looker Studio.● Led data-focused projects from inception to completion, delivering results within scope and on schedule.● Effectively communicated complex data insights to non-technical stakeholders, enabling informed decision-making.● Created and book-kept all of the employees PII from names & hiring dates to assigned company assets.

Reporting directly to the Deputy HeadEnhancing the experience of multiple departments including Operations, HR, IT, Data, Workforce, responsible directly for 60 Operations Team Leads, responsible for several tasks including but not limited to - Operations & Data:● Created Dashboards & Reports that resulted in saving 30 hours-a-day of Operation Team Leads day-to-day productivity.● Created Dashboard that visualize all of the business figures on multiple channels & LOBs which saves the middle management & senior management the time of going thru multiple reports.● Created a platform to monitor middle management activities including Coaching Efficiency, One to Ones, Performance Improvement Plans, with automated feedbacks, collects employees efficiency & satisfaction, all visualized in a single dashboard, using JavaScript & HTML on Google Forms, Sheets & Looker Studio.● Assisted senior management in taking crucial business decisions based on analyzing and visualizing data.● Mentored Operations Team Leads in their day-to-day tasks, ensuring they follow the company processes.● Coordinated multiple projects with Data, Training, Workforce teams and onboarded newly hired Operations Team Lead.- IT & HR:● Created and bookkept all of the employees PII such as names, national ids, hiring & resignation dates, devices SNs and many more.● Kept record and visualized attrition rates, which reflected in adjusting the staffing by the Project Manager due to project index mismatch caused by actual attrition rate than hypothetical attrition.● Payroll Operations POC when it comes to variable pay, such as overtime, CDO, bonus & allowances. ● Assisted in hiring process, conducting interviews with different levels of employees.● Assisted in setting up newly purchased laptops and access points to comply with company standards.● Lead the project of VDI system -Citrix- and the compliance of agents/leads in usage.Used multiple systems such as Googlel Suite, Metabase, tableau etc

Reporting to Operations Manager, leading a team of 20 tier 2 specialists, responsible several tasks, including:● Onboarding New Business Opportunities, ensuring everything is set before taking the partner live, from training, drawing their delivery area and zone, system transmission and menu testing, etc…● Managed to improve vendor performance in multiple KPIs, improving Net Fail Rate by 0.1% over 300,000 orders, and vendor’s availability/offline trend by 11% within 6 months.● Automated and created multiple daily reports and dashboards on Salesforce Lightening & Looker Studio.● Active weekly/monthly/quarterly analysis on multiple Vendor KPIs such as Fail Rate, Top Offenders etc.● Process implementation and enhancement, revamping and simplifying Knowledge Base ● Point of Contact to multiple stakeholders such as Vendor Performance Manager and Knowledge Team.● Implementing business process for Vendor Monitor Automation, vendor effective coaching cycle.● Working closely with Account Management (Key & Non-Key) to decrease fail rate and improve partners’ performance, set action plans, increasing app new features awareness, and maximizing profits & sales.● Leading the team thru day-to-day operations, monitoring performance, delivering on-time constant coaching.● Improved team members’ performance, productivity, and quality by over 35%.● PIP and Action Plan design and implementation, with great success on business and people.● Lead several minor tasks that caused minor improvement across all KPIs and OKRs.

● Created a Bot that automatically refunds transactions thru KNET gateway at the rate of 4.8 employees.● Reporting the Refunds to the Finance department for each country daily.● Managing double-deduction disputes and incomplete transactions● Manually refunds several transactions thru epayment gateways. (Gateways below)● Checkout • Looker • Adyen • KNET (Kuwait) • Benefit (Bahrain) • Omannet (Oman)

Leading a project to modify several KPIs, managed to boost the team’s NPS from -59% to +35% for All Reasons NPS and from -8% to +68% for Contact Center Interaction Reason. (Pilot Phase)● Lead an operation team of 22 agents (inbound and outbound) thru day-to-day operations, monitoring, on-time coaching, constant feedback, to ensure the achieving of individual, team and company’s KPIs.● Real-Time Queue Management, and Daily Performance Reports and analysis.● Onboarded every new batch with NPS session as a special task.

Business Process Outsource launch in Pakistan: -𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗧𝗿𝗶𝗽-● Hosted Quality, Net Promoter Score and C-SAT sessions and operational training, to ensure high quality standards and maximum customer satisfaction.● Created Salesforce Real-Time Reports and Dashboards (Queue status, AHT, Utilization & AUX Usages)

● Reconciled accounts, processed invoices and posted payments, filed VAT monthly Tax Deceleration.● Completed Annual Income Tax Deceleration for Companies and Individuals.● Prepared income statements, balance sheets, etc…

● Handled and resolved customer complaints and requests, regarding daily issues such as delivery delays, cancellation retention, refund issues, courier's problems, packaging issues etc...● The only Customer Service Representative with 6 months Net Prompter Score at 100%.