Abdallah Zakaria
Alexandria
Summary
Experienced Workforce Management Analyst with a strong background in the banking sector. Proficient in data management, database administration, report generation, and data visualization. Skilled in extracting actionable insights from complex datasets.
Overview
9
9
years of professional experience
Work History
WORKFORCE MANAGEMENT ANALYST
HSBC
10.2022 - Current
- Analyzed large datasets to identify trends, patterns, and insights that informed strategic decision-making
- Developed and maintained forecasting models to predict future workload and staffing requirements
- Created and delivered clear, concise reports and presentations to communicate findings to stakeholders
- Collaborated with cross-functional teams to gather requirements, understand business needs, and deliver data-driven solutions
- Identified opportunities for process improvement and implemented solutions that increased efficiency and effectiveness
- Maintained accurate and up-to-date databases, ensuring data integrity and quality.
CONTACT CENTER EXECUTIVE
HSBC
01.2022 - 10.2022
- Efficiently handle customer inquiries and transactions, ensuring satisfaction with banking services and products
- Quickly resolve issues, applying problem-solving skills to address account and service concerns
- Adhere to banking regulations and procedures during all transactions, maintaining high standards of security and compliance
- Recommend banking products and services based on customer needs, contributing to sales targets
- Keep updated on banking policies, products, and technology to provide accurate information to customers
- Accurately record customer interactions in the database, supporting quality service and continuous improvement efforts
DIGITAL MARKETING PROJECT MANAGER
Zedwind
09.2020 - 11.2021
- Lead the planning, execution, and delivery of digital marketing campaigns for clients, ensuring projects meet objectives, deadlines, and budget constraints
- Utilize project management tools such as ZOHO, Google Workspace, Trello, and Slack to organize tasks, facilitate communication, and track project progress
- Collaborate closely with clients to understand their marketing goals, providing strategic recommendations and adjustments to campaigns based on performance metrics
- Coordinate cross-functional teams, ensuring seamless integration of creative, technical, and analytical components within each marketing campaign
- Monitor and report on campaign performance, using data analysis to optimize strategies and achieve maximum ROI for clients
- Manage the agency's CRM tools to maintain up-to-date client information, fostering strong client relationships and enabling personalized campaign strategies.
DIGITAL MARKETING ACCOUNT MANAGER
Voktech
11.2019 - 03.2020
- Serve as the primary point of contact for clients, ensuring clear communication and understanding of their digital marketing objectives and campaign requirements
- Collaborate with clients to develop and refine digital marketing strategies, providing expert advice to maximize campaign effectiveness and client satisfaction
- Coordinate with internal teams, including creative, technical, and analytics, to ensure campaign components are aligned with client goals and delivered on schedule
- Review and approve campaign elements, ensuring quality standards are met and campaigns are poised for success
- Monitor campaign performance, providing clients with regular updates and insights, and working with teams to adjust strategies as needed for optimal results
- Foster strong, lasting client relationships through exceptional service and by consistently delivering successful campaign outcomes.
INTERNATIONAL ACCOUNT ADVISOR
Vodafone UK
04.2019 - 08.2020
- Delivered high-quality customer service for Vodafone's pay monthly billing customers, achieving commendations for support and problem-solving
- Managed customer accounts with proficiency, using Vodafone's billing systems and databases to process payments and correct billing errors
- Resolved billing disputes and inaccuracies, significantly reducing customer complaints related to billing issues
- Worked with cross-functional teams to improve customer service processes, enhancing the efficiency of resolving complex billing inquiries
- Analyzed billing details to provide customized solutions, improving customer satisfaction and retention
- Engaged in continuous training on the latest billing software and customer service practices to enhance service quality
CONTACT CENTER EXECUTIVE/ SITE ADMIN
Herfy
02.2015 - 02.2019
- Managed customer orders and provided high-quality service, enhancing customer satisfaction and loyalty
- Effectively resolved customer complaints, reducing escalations and improving satisfaction metrics
- Promoted to Site Administrator for exceptional performance, overseeing operational improvements and service delivery
- Identified and resolved operational bottlenecks, improving efficiency and expediting service delivery
- Analyzed performance data and order metrics to optimize team productivity and streamline processes
- Liaised with store managers and service team to promptly solve order-related issues, maintaining smooth operations and strong stakeholder relationships.
Education
Bachelor of English Literature and translation -
Cairo Open University
Skills
- Database Management
- Database administration
- Data Analytics
- Data Visualization
- Report generation
- Stakeholder Management
- Problem-solving
- SQL complex queries
- SQL and NoSQL database management
- Data Cleaning
- Data Exploration
- Python Programming
- Python Data Manipulation
- Python Data Analysis
- Python Pandas
- Power BI dashboards and reports
Timeline
WORKFORCE MANAGEMENT ANALYST
HSBC
10.2022 - Current
CONTACT CENTER EXECUTIVE
HSBC
01.2022 - 10.2022
DIGITAL MARKETING PROJECT MANAGER
Zedwind
09.2020 - 11.2021
DIGITAL MARKETING ACCOUNT MANAGER
Voktech
11.2019 - 03.2020
INTERNATIONAL ACCOUNT ADVISOR
Vodafone UK
04.2019 - 08.2020
CONTACT CENTER EXECUTIVE/ SITE ADMIN
Herfy
02.2015 - 02.2019
Bachelor of English Literature and translation -
Cairo Open University
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