Mustafa Farid Email & Phone Number

Canada

Cairo

_Enhanced Customer Service: Identified and implemented process improvement opportunities, improving customer indicative delivery dates quality from 60% to 95%._Efficiency Optimization: Analyzed large-scale business processes and automated over 150 reports, saving 950 hours annually._Project Management: Utilized Lean Six Sigma and Project Management methodologies to complete 25 projects last year._Process Improvement Leadership: Led initiatives to deliver efficiencies, automating bulk ordering requests and saving 300 hours per month._Error Reduction: Automated data collection reports using Power Automate, reducing processing time from 3 hours to 1 minute._Data Visualization: Created dashboards, scorecards, and visualizations for executive and project teams, providing up-to-date results on various metrics.

Giza Governorate, Egypt

_Data Model Development: Designed, constructed, modified, integrated, implemented, and tested data models and database management systems._Operational Analysis: Operated database management systems to analyze data and perform comprehensive operational analysis._Decision Support: Analyzed and identified operational gaps or opportunities, providing actionable recommendations to support decision-making._Data Visualization: Created visual aids to facilitate easy data interpretation for stakeholders.Reporting Efficiency: Recommended updates to improve reporting efficiency and consistency, ensuring accurate results._Automation Implementation: Applied automation techniques to enhance reporting accuracy and efficiency.

Doha, Qatar

_Queue Management: Scheduled inbound, outbound queues, and off-board tasks to ensure smooth operations._Data Analysis: Gathered historical data to meet scheduling requirements and optimize workforce allocation._Special Scheduling: Developed special schedule scenarios to enhance patterns during Ramadan, summer, and other peak times._Seating Efficiency: Achieved optimal seating ratios by aligning scheduled agents with actual seat utilization._Work Pattern Definition: Defined daily work patterns, including consistent or variable start times, break times, and lunch times._Report Generation: Created and maintained generation reports to track and rectify schedule defects, serving as indicators for system or individual errors and facilitating problem resolution by the technology department._Workforce Planning: Prepared periodic workforce needs assessments to align with the hiring plan budget and address any headcount surpluses.

Cairo, Egypt

_Intraday Reporting: Created detailed intraday reports to monitor real-time performance and operational metrics._Schedule Adherence Monitoring: Monitored all agents on queue to ensure adherence to their schedules, maintaining operational efficiency._Issue Escalation: Escalated any outages to the concerned teams and followed up to ensure timely resolution._Agent Coaching: Coached agents on proper use of Avaya codes and escalated misuse cases to maintain system integrity.

Giza Governorate, Egypt

_Customer Interface: Acted as a front-line interface with customers, addressing their inquiries and resolving issues over the phone._Positive Communication: Communicated positively with all involved parties to ensure customers received distinguished service._Task Management: Handled all assigned tasks promptly and efficiently when requested._Professional Relationships: Maintained professional work relationships with colleagues, supervisors, and managers to foster a collaborative work environment.

Cairo Governorate, Egypt

_Customer Outreach: Contacted potential or existing customers to inform them about products or services using prepared scripts._Product Knowledge: Answered questions about products and the company, providing accurate and helpful information._Sales Closing: Asked targeted questions to understand customer requirements and successfully close sales.

Pre-Masters, Computer Software Engineering, Good

Lean 6 Sigma Green Belt, Business Statistics, Good

Bachelor Of Arts - Ba, Middle/Near Eastern And Semitic Languages, Literatures, And Linguistics, Pass

Activities and Societies: Play guitar

Certificate, Scrum Master

Certificate ID: 001163495 Certification Active through 11 February 2023