Maged Baheig
Cairo
Summary
Transforming customer experiences through data-driven insights and advanced analytics.
As CX Data Analytics Manager at Telecom Egypt, I lead a team of data analysts to deliver actionable intelligence that drives business strategy and operational excellence. In my current role, I've built and deployed 30+ interactive dashboards and analytics solutions that directly influence executive decision-making—resulting in measurable improvements like reducing chat session drops from 14% to 4.5% and boosting Transactional Net Promoter Score by 22%.
With a commerce background, I discovered my passion for technology and analytics through relentless self-learning. This unique combination gives me a business-first perspective that many pure technical professionals miss. I understand both the numbers AND the business context behind them.
Overview
24
24
years of professional experience
1
1
Certification
Work History
CX Data Analytics Manager
Telecom Egypt
07.2023 - Current
- Develop strategies and plans for Data Analysis Unit to ensure effective operation and seamless workflow
- Manage team of data analysts, providing leadership, guidance, and support in their daily tasks
- Oversee data analysis projects from inception to completion, ensuring accuracy, timeliness, and compliance with standards
- Collaborate with stakeholders to understand business requirements and translate them into actionable insights
- Monitor and evaluate data quality, integrity, and security measures within organization
- Stay current with industry trends and best practices in data analysis to recommend improvements and innovations
- Prepare reports, presentations, and visualizations to communicate findings and recommendations to key decision-makers (More than 30 interactive dashboards and static reports)
- Discover patterns and hidden insights to recommend suitable actions (reduced chat "dropped sessions" from 14% to 4.5%, letting TNPS% increase by 22%)
- Conduct performance evaluations, training programs, and mentorship initiatives to foster professional growth within team
- Manage budget allocations, resource planning, and project timelines to achieve unit objectives efficiently.
Freelancer Data Science Trainer
Freelancing
01.2021 - Current
- Design and deliver customized Data Science and Analytics training programs for corporate clients and individual learners
- Develop end-to-end curriculum, training materials, hands-on labs, and capstone projects
- Train on analytical methodologies including Data Analysis Process, CRISP-DM framework, and problem-solving approaches
- Deliver courses on Statistics, Probability, Machine Learning algorithms, and Data Visualization best practices
- Teach a wide range of tools: Excel, Access, PowerPoint, Python, SQL, R, Power Query, M Language, PowerPivot, Power BI, Tableau, Alteryx, and KNIME
- Facilitate interactive workshops, intensive bootcamps, and personalized one-on-one coaching sessions
- Assess learners' progress through practical assignments and provide actionable feedback
- Develop real-world case studies and projects aligned with industry use cases
- Tailor training content to match client objectives, industry context, and skill levels
- Mentor aspiring data professionals on technical skills, career paths, and job readiness
CX Supervisor Data Analyst
Telecom Egypt
06.2023 - 07.2023
- Lead and supervise team of data analysts
- Manage multiple CX analytics projects end-to-end
- Design CX measurement frameworks and KPIs
- Develop early warning systems for CX deterioration
- Present insights to Directors and VPs
- Establish data quality standards and team SOPs
- Drive NPS/CSAT improvement programs
CX Senior Data Analyst
Telecom Egypt
02.2022 - 06.2023
- Perform root cause analysis for CX issues
- Build predictive models for churn prediction
- Conduct customer segmentation and journey analysis
- Automate reports and data pipelines using Python/SQL
- Translate insights into actionable recommendations
- Mentor junior analysts and review team outputs
- Present findings to senior management
CX Data Analyst
Telecom Egypt
07.2018 - 07.2023
- Setting up business goal/objective/problem and research questions with stakeholders
- Defining new data collection and analysis process
- Wrangling data from primary and secondary sources, ends-with high quality info
- Interpreting data and Identifying patterns and trends in datasets
- Use statistical techniques to validate data and interpretations
- Drawing conclusions, solutions and recommendations for Top Management
- Manage planning and development of KPI metrics reporting design
- Creating visual reports and dynamic dashboards to ease recommendations reading.
Advanced Technical Support Peer Mentor
Telecom Egypt
04.2018 - 07.2018
- Delivering required training for customer service agents.
Monitoring & Communication Specialist
Telecom Egypt
03.2017 - 04.2018
- Reviewing and redrawing Customer Service processes.
Advanced Technical Support Specialist
Telecom Egypt
04.2016 - 03.2017
- Handling VAS customers' complaints and solving their issues.
Technical Support Specialist
Telecom Egypt
11.2015 - 04.2016
- Handling customers' complaints and solving their issues.
Independent Representative and Team Leader
Network Marketing Company
01.2010 - 12.2013
- (Home-based Business)
Technical Support Coordinator
Small private Internet Cyber
01.2007 - 06.2007
Desktop Support Technician
Self-Employer
01.2002 - 12.2005
Education
Bachelor of Commerce - Accounting And Finance
SOHAG UNIVERSITY
SohagSkills
- Telecom Industry
- Data Science and Decision Support
- Customer Experience (CX)
- Customer Service (CS)
- Customer Insights and VOC
- PERSONAS Developing
- Process Mining and Enhancements
- KPIs and Metrics
- Dynamic Dashboards
- Project Management (SCRUM)
- Statistical Modeling
- Machine Learning Skills
- Data Wrangling, Modeling, Validation, and Visualization
- Analyzing complex data and Revealing Hidden Insights
- Database Management
- Agile Project Management
- Qualitative Research Methods
- KPIs and Metrics Development
- Strong Team Leadership Abilities
- Time Management
- Microsoft Power BI
- Tableau
- Alteryx
- KNIME Analytics
- Microsoft Excel Power Query Power Pivot VBA
- Microsoft Access
- Microsoft PowerPoint
- SQL
- Python Pandas Numpy Matplotlib Seaborn Scikit Learn
- R
Certification
- Microsoft Certified: Data Analyst Associate 2021-2025
- McKinsey Leadership Forward Program: 2024
- Probability and Statistics: University of London 2022
- Predictive Analytics for Business: Udacity 2021
- AWS Machine Learning: Udacity 2021
- 30 Days of Machine Learning: Kaggle Challenge 2021
- Data Analysis Professional Nanodegree: Udacity 2020
- Target Audience Training: Identify Your Ideal Customer: Udemy 2020
- User Experience Tools: Udemy 2019
- Scrum Fundamentals Certified: SFC 2019
Languages
Arabic: Native language
English Advanced (C1)
Major Projects and Accomplishments
Work-Related Projects (7)
1. Personas.
2. Churn Analysis.
3. Dynamic Dashboards & Static Reports.
4. FBB Maintenance Cycle Process Mining.
5. WE Sentiment Analysis.
6. CX Documentation.
7. CX Activities.
Self-Learning Related Projects (12)
1. Predicting The Amount of Insurance.
2. Exploring US Bikeshare Data.
3. Wrangling and Analyzing Data.
4. Preparing School Data.
5. Creating an Analytical Dataset.
6. Predicting Diamond Prices.
7. Predicting Catalog Demand.
8. Predicting Default Risk.
9. A/B Test for a New Menu Launch.
1. Time Series Analysis of Video Game Sales.
11. Building a Segmentation Model.
12. Combining Predictive Techniques.
(More details; please see Appendix1_Maged Projects & Achievements PDF)
CV Last Update
09/2024
Timeline
CX Data Analytics Manager
Telecom Egypt
07.2023 - Current
CX Supervisor Data Analyst
Telecom Egypt
06.2023 - 07.2023
CX Senior Data Analyst
Telecom Egypt
02.2022 - 06.2023
Freelancer Data Science Trainer
Freelancing
01.2021 - Current
CX Data Analyst
Telecom Egypt
07.2018 - 07.2023
Advanced Technical Support Peer Mentor
Telecom Egypt
04.2018 - 07.2018
Monitoring & Communication Specialist
Telecom Egypt
03.2017 - 04.2018
Advanced Technical Support Specialist
Telecom Egypt
04.2016 - 03.2017
Technical Support Specialist
Telecom Egypt
11.2015 - 04.2016
Independent Representative and Team Leader
Network Marketing Company
01.2010 - 12.2013
Technical Support Coordinator
Small private Internet Cyber
01.2007 - 06.2007
Desktop Support Technician
Self-Employer
01.2002 - 12.2005
Bachelor of Commerce - Accounting And Finance
SOHAG UNIVERSITY