Mahmoud Elbarbary
Ahmed
Cairo
Summary
Detail-focused Data Analyst with knowledge in data warehousing, process validation and business needs analysis. Proven to understand customer requirements and translate into actionable project plans. Dedicated and hard-working with passion for Big Data.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Data Analyst & Reporting Specialist
Vodafone Intelligent Solutions
Cairo
06.2019 - Current
- Prepare Ad hoc and Periodic reports for different Vodafone customers
- Responsible for Bespoke reporting in Vodafone
- Support Vodafone management in decision making by providing them with analysis on usage and spend trends for each customer
- Produce Fair usage policy models to assist commercial teams
- Act as a reporting and analysis SPOC for all Vodafone Operators (more than 70 countries around the world)
Italy Sales Support Specialist
Vodafone Shared Services
Cairo
09.2017 - 05.2019
- Pre-Sales and Post-Sales Services
- Customer presentations, Customer Review Pack
- Various Analysis (Customer Data, Territory Network Availability, Saving, Competitor...,)
- Long Term Project Support
- Order Management, Customer Facing Proposals, Pricing, Quote Building
- Data Validation, Complex Reporting
Leave Administrator
Vodafone Shared Services
Cairo
06.2017 - 09.2017
- Workforce Leave
- Regulate all type of leaves insuring deduction from allowed balance
- Make sure that working on holidays is not compensated as overtime cash and as day in lieu leave at the same time
- Validate the No Show cases for not have any financial impact on the people or company
- Handle all requests on systems and mailbox within its service level
Italy Workforce Scheduler
Vodafone Shared Services
Cairo
01.2017 - 06.2017
- Scheduling the inbound, Outbound Queues and off board tasks
- Gather and normalize the historical data to meet the actual requirements in the schedule and handling with the client the forecast locked hours or calls to the suitable shape
- Headcount analysis with different aspects of resignations, transfers, loans, unpaid, etc
- Help with taking decisions of hiring plans parallel with the needed staff from Vodafone, sub-contracted, or outsourced employees
- Have advanced technical skills to work on IEX Total View application to support scheduling and forecasting
Italy Quality Assurance Auditor
Vodafone Shared Services
Cairo
11.2014 - 06.2016
- Monitoring agent's daily time keeping performance
- Ensuring that SLAs are met and that quality targets are reached and maintained
- Share information that helps others do their job well
- Quality of work- Consistently provides the highest quality service
- Motivating the team to make sure that we attained our internal targets and the client driven targets
Professional Support Associate (Senior Operator)
Stream Global Services
Cairo
01.2011 - 10.2014
- Resolve hard cases on floor work and handle the customer's escalations and offline cases
- Control and manage the dashboard of the business LOB (SAP program) to insure and handle the maximum volume of incoming contacts to achieve the delivery on a daily basis
- Provide update knowledge sessions for the operators to increase the percentage of sales and decrease the customer dissatisfaction
- Help the team members to achieve all the required metrics
- Monitor and coach the calls and analyze customer's feedbacks
- Deliver the updates on a daily basis Business or sector Telecommunication, Telesales and Customer service.
Technical Support for Xbox
Xceed cc Cairo
10.2010 - 01.2011
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
Receptionist & Telephone Operator
Stella di Mare Hotel & Resort
Sharm Elshiekh
05.2010 - 10.2010
- Answered central telephone system and directed calls accordingly.
- Confirmed appointments, communicated with clients and updated client records.
Telephone Operator & Receptionist
Katameya Heights Golf & Tennis resort
Cairo
04.2009 - 12.2009
Italian & English Translator
Freelance
01.2015 - Current
Education
Bachelor Degree - Italian Language
Al-Alsun
Ain Shams University 01.2005 - 01.2009
Skills
Enterprise application integration
Timeline
Data Analyst & Reporting Specialist
Vodafone Intelligent Solutions
06.2019 - Current
Italy Sales Support Specialist
Vodafone Shared Services
09.2017 - 05.2019
Leave Administrator
Vodafone Shared Services
06.2017 - 09.2017
Italy Workforce Scheduler
Vodafone Shared Services
01.2017 - 06.2017
Italian & English Translator
Freelance
01.2015 - Current
Italy Quality Assurance Auditor
Vodafone Shared Services
11.2014 - 06.2016
Professional Support Associate (Senior Operator)
Stream Global Services
01.2011 - 10.2014
Technical Support for Xbox
Xceed cc Cairo
10.2010 - 01.2011
Receptionist & Telephone Operator
Stella di Mare Hotel & Resort
05.2010 - 10.2010
Telephone Operator & Receptionist
Katameya Heights Golf & Tennis resort
04.2009 - 12.2009
Bachelor Degree - Italian Language
Al-Alsun
01.2005 - 01.2009
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