Noha Gamal Mohamed
Work Force Senior Officer
Faisal
Summary
Dynamic workforce management professional with a robust background in real-time data analysis and performance monitoring, dedicated to driving efficiency and productivity within established organizations. Proven expertise in workforce planning and schedule optimization, leveraging analytical tools to adapt to evolving business needs. Committed to fostering team collaboration and achieving results through clear communication and innovative problem-solving. Recognized for reliability and a proactive approach to enhancing operational effectiveness.
Overview
14
14
years of professional experience
2
2
Certifications
2
2
Languages
4
4
years of post-secondary education
Work History
Call Center Representative
Commercial International Bank - CIB
04.2012 - 08.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Increased first-call resolution rates by thoroughly understanding products and services offered and providing accurate information to customers.
Workforce Specialist
Commercial International Bank - CIB
08.2019 - 12.2025
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Managed real-time inbound call traffic across multiple contact center locations.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Prepared and maintained reports, dashboards, and monthly packages.
- Streamlined the daily functions for better efficiency, implementing new scheduling software for workforce optimization.
- Optimized resource utilization, analyzing historical data to forecast future call volumes accurately.
- Optimized schedules, forecasts, and other tools to present to management.
- Developed comprehensive reporting tools to assist supervisors in tracking key performance indicators related to call center metrics and agent productivity.
- Managed overtime, shift swaps, breaks and PTO requests.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Produced and updated documents, reports, and tracking spreadsheets
Education
Faculty of Law -
Cairo University
09.2007 - 05.2011
Skills
Effective presentation skills
Personal Information
- Address: 19 Hassan el kholy St Faisal , Giza
- Gender: Female
- Nationality: Egyptian
- Date of Birth: 1990-07-05
Certification
Data Analyses
Timeline
Python for Data Science, AI & Development
10-2023
Data Analyses
11-2022
Workforce Specialist
Commercial International Bank - CIB
08.2019 - 12.2025
Call Center Representative
Commercial International Bank - CIB
04.2012 - 08.2019
Faculty of Law -
Cairo University
09.2007 - 05.2011