Mohamed Sakr Email & Phone Number

Montreal, Quebec, Canada

• Ensure business goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly.• Collaborated with senior and department leaders to develop and implement workforce plans.• Design, build and maintain, databases, spreadsheets, and dashboards with software such as Excel, Power BI, Looker and Python.• Successful implementation of Calabrio’s Workforce Management system. Own the scheduling functionality of the system, including all inputs and outputs to support operations.• Reduction in headcount cost and increased productivity through establishment and implementation of efficiency dashboard.• Achieve forecast accuracy within acceptable threshold.

Montreal, Canada Area

• Business Analytics (including market and opportunity analysis) using statistical methods to analyse the data points using a combination of techniques (time-series, scale & regression).• Support multiple departments with weekly, monthly and quarterly reports and data analysis to help with decision making and change initiatives.• Developing and maintaining interactive KPI dashboards based on the departmental needs.• Highlight opportunities/deficiencies through the review of call centre metrics to ensure adherence to service standards; make recommendations as required to Management team. • Use of Web Intelligence Business Object to create daily automated reports on sales, productivity and call flow of the call centre and its agents.• Formulated and implemented a new incentive plan for the sales centre agents based on revenue per hour and quality of service.• Agent and Supervisor Level Scorecards: Generated reports that include KPI and metrics, to help agents and supervisor easily analyze performance at a glance.• Creation of sales centre schedules on a weekly basis to ensure proper coverage during all business hours.• Daily reporting and analysis on employee attendance, adherence, and sales results.

Montreal, Canada Area

• Development and performance management of assigned team of Sales Centre agents through coaching, constructive support and disciplinary action as required.• Maintain coaching logs to review performance on a monthly basis and determine objectives.• Responsible for ensuring all agents are understanding processes and procedures and that they are supported accordingly to ensure corrective action.• Resolve escalated employees, travel agents and customer issues as required, on a timely basis though analysis of the situation and by thinking outside of the box when necessary to offer a win-win solution. • Generate statistical reports using data from IC Business Manager and Business Objects to help other Supervisors better analyze their teams’ performance. • Highlight opportunities/deficiencies through the review of call centre metrics to ensure adherence to service standards; make adjustments and recommendations as required to Management team. • Responsible for organizing and generating the Montreal Supervisors’ schedules on a monthly basis to ensure proper coverage during all business hours.• Interactive Intelligence – Helped implement new telephony system into the call centre by participating in UAT, IVR call flow design, Reporting testing, creation of training material and becoming Subject Matter Expert for ICBM historical reporting in Montreal. • Championed a hotel database project done through Microsoft Excel where the document was to be used internally to help sales and improve product information accuracy.

Montreal, Canada Area

• Subject Matter Expert (SME) on all policies, procedures and products related to Sunwing and Signature Vacations.• MTD Report – Creation and improvements of the Month to Date report for the Supervisor and his team.• Academy – Lead a team of 4 agents to pilot post-training program to help ease newly hired agents into the work environment by supporting and shadowing them. Created report to analyse how the Academy improved the new hires’ abilities, confidence, and knowledge in a shorter time frame, making their ramp up quicker and more efficient.• Participate in tool testing: UAT of Room Upgrade functionality on Sunwing.ca and translated to French before its release to the public.

Dubai, United Arab Emirates

• Supervise, liaise and instruction of aircraft loading as required. Partner with different teams and collaborate on a daily basis to ensure efficiency and productivity of ramp operations.• Provide leadership and direct supervision to a team whose responsibility was to undertake all loading & equipment operation activities for incoming and outgoing flights.