Ibrahim Mekawy
Data Analyst / Lead WFM
Alexandria
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
1
1
year of professional experience
4
4
years of post-secondary education
Work History
Lead Data Analyst
Sutherland Global Services
Alexandria, ALX
10.2023 - Current
- Leveraged text, charts and graphs to communicate findings in understandable format
- Used business objects, business intelligence and other reporting tools to extract data from data solutions and data warehouses
- Analyzed large amounts of data to identify trends and find patterns, signals and hidden stories within data
- Performed root-cause analysis on data-related system problems to recommend or execute corrective action
- Developed and implemented data collection systems and other strategies to optimize statistical efficiency and data quality
- Assessed large datasets, drew valid inferences and prepared insights in narrative or visual forms
- Identified, reviewed and evaluated data management metrics to recommend ways to strengthen data across enterprise
- Created and automated data visualizations to present insights and tell compelling stories
- Identified patterns and trends in large data sets and provided actionable insights
- Utilized data visualization techniques to present and explain complex data sets
- Created data models to support decision-making processes
- Deployed predictive analytics models to forecast future trends
- Updated and developed scripts and queries to extract and analyze data from multiple sources
- Optimized data access and storage to improve performance of analytics systems
- Developed customized reports, summarizing and presenting data in visually appealing format
- Analyzed data to identify root causes of problems and recommend corrective actions
- Implemented business intelligence solutions to increase operational efficiency
- Developed complex dashboard and reporting tools to track business performance metrics
- Provided technical support for troubleshooting analytics and reporting issues
- Developed and implemented data governance policies and procedures
Workforce Real Time Analyst
Sutherland Global Services
06.2023 - 10.2023
- Managed real-time inbound call traffic across multiple contact center locations.
- Provided training on dashboard and package development to team members and management.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Optimized schedules, forecasts and other tools to present to management.
- Managed overtime, shift swaps, breaks and PTO requests.
- Created detailed job description library for organization and maintained relevance with regular updates..
- Analyzed and evaluated existing compensation and benefits programs and recommended improvements.
- Managed to migrate to a new software site wise with impressive targets
Customer Service Representative
SGS
09.2022 - 05.2023
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
Bachelor of Science - Computer And Information Sciences
Faculty of Science
Alexandria, Egypt 09.2018 - 06.2022
Skills
Data Quality Management
Statistical Modeling
Advanced Analytics
Advanced Excel
Data Mapping
Capacity Planning
Performance Analysis
Staff Development
Service Level Agreements
Queue Management
Simulation Modeling
Presentations and Decks
Analytical Thinking
Excellent Communication
Multitasking
Reliability
Self Motivation
Timeline
Lead Data Analyst
Sutherland Global Services
10.2023 - Current
Workforce Real Time Analyst
Sutherland Global Services
06.2023 - 10.2023
Customer Service Representative
SGS
09.2022 - 05.2023
Bachelor of Science - Computer And Information Sciences
Faculty of Science
09.2018 - 06.2022