Nora Youssef
Haram
Summary
Results-driven and analytical consultant with a proven track record of leveraging data-driven strategies to drive business growth and optimize operations. Expertise in data analysis, predictive modeling, and strategic planning to deliver actionable insights and measurable value to clients. Skilled in translating complex data into clear and concise reports, visualizations, and recommendations that inform decision-making at all levels. Committed to continuous learning and staying up to date with emerging analytics technologies and methodologies. Collaborative team player with excellent communication and presentation skills, dedicated to fostering strong client relationships and exceeding expectations. Ready to contribute to a dynamic organization where data-driven insights are valued and drive organizational success.
Overview
8
8
years of professional experience
Work History
Operations Manager
Concentrix
09.2023 - Current
- 1. Manage and oversee the daily operations of the call center department
- 2. Develop and implement strategies to improve productivity and efficiency
- 3. Monitor call center KPIs and metrics to ensure performance goals are met
- 4. Train, coach, and mentor call center staff
- 5. Handle customer escalations and resolve issues efficiently
- 6. Develop and maintain call center policies and procedures
- 7. Conduct regular performance evaluations and provide feedback to team members
- 8. Collaborate with other departments to improve overall customer service experience
- 9. Stay current on industry trends and best practices in call center management
- 10. Manage call center budget and expenses efficiently.
Analytic insights consultant
Concentrix
09.2022 - 09.2023
- 1. Data Analysis: Proficient in analyzing large datasets, identifying trends, patterns, and insights to drive performance improvements and cost savings within call center operations.
- 2. Performance Metrics: Skilled in defining and tracking key performance indicators (KPIs) and metrics related to call center operations, such as average handling time (AHT), first call resolution (FCR), service level agreements (SLAs), and customer satisfaction scores (CSAT).
- 3. Predictive Modeling: Experienced in developing predictive models and forecasting techniques to anticipate call volume, staffing requirements, and resource allocation to optimize operational efficiency and cost management.
- 4. Cost Analysis: Strong ability to perform cost analysis, identify areas of inefficiency or waste, and propose data-driven solutions to reduce expenses and improve profitability without sacrificing service quality.
- 5. Reporting and Visualization: Proficient in creating clear and concise reports, dashboards, and visualizations to communicate complex data and insights to stakeholders at all levels, facilitating informed decision-making.
- 6. Call Center Operations: In-depth knowledge of call center operations, including workforce management, queue management, call routing, IVR systems, quality assurance, and agent performance management.
- 7. Communication and Presentation: Excellent communication and presentation skills, with the ability to effectively convey technical concepts and insights to both technical and non-technical audiences, including senior management, clients, and stakeholders.
- 8. Client Relationship Management: Proven ability to build and maintain strong relationships with clients, understand their needs, and effectively communicate analytic insights and recommendations in a client-centric manner.
- 9. Stakeholder Engagement: Skilled in engaging and collaborating with stakeholders from various departments and levels within an organization to understand business objectives, align analytics initiatives, and ensure the delivery of actionable insights that drive value and impact.
- 10. Software and Tools: Familiarity with relevant analytics tools and software, such as SQL, Excel, Python/R, Tableau, Power BI, or other data visualization and statistical analysis tools.
- 11. Continuous Learning: Demonstrated commitment to staying abreast of industry trends, emerging technologies, and best practices in analytics and call center management through professional development, certifications, and participation in relevant communities or forums.
Sr. Quality Evaluator
Concentrix
04.2020 - 09.2022
- Dedicated Sr. Quality Evaluator telecommunication and sales account.
- Driving performance and setting action plan for the outliers.
- Cascading huddles and updates related to the scope of work.
- Educating and coaching the agents on soft and handling skills to enhance and improve the VOC for better results.
- Leading Focus group performance to achieve the glide path that was set based on an action plan.
- Monitoring and auditing calls for sample size insights. Running sample size reports and analysis and sharing this with the stakeholders for visibility.
- Calibrating with the stakeholders to make sure that the process is standardized.
Quality specialist
Majorel
08.2018 - 12.2019
- As a Quality Specialist, I was responsible for ensuring that the company's products and services met or exceeded customer expectations. My main duties included:
- 1. Developing and implementing quality control procedures, quality assurance policies, and documentation processes.
- 2. Conducting regular audits and inspections of manufacturing processes and facilities to identify areas for improvement.
- 3. Collaborating with cross-functional teams to resolve quality issues and implement corrective actions.
- 4. Conducting root cause analysis and providing recommendations to improve process efficiency and reduce waste.
- 5. Maintaining and monitoring quality metrics to track progress towards achieving targets and goals.
- 6. Providing training and coaching to employees on quality management principles and practices.
Contact center representative
Nestle
10.2017 - 02.2018
- Responsible for helping Nestle internal employees through various communication channels and providing excellent guidance and instructions about the support tickets that they have opened, helping with expediting the process and working as main point of contact between the departments while ensuring accuracy and efficiency.
Customer service representative
Concentrix
02.2017 - 10.2017
- Liaison between company and customers, providing support and assistance. Respond to inquiries, resolve complaints, process orders, and ensure customer satisfaction. Strong communication, problem-solving, and customer-focused skills. Maintain positive relationships with clients.
Education
Bachelor's degree - languages and translation
Ain Shams University
Cairo09.2016
Skills
- Data Analysis - Skillful
- Performance Metrics - Experienced
- Predictive Modeling - Intermediate
- Cost Analysis - Skillful
- Reporting and Visualization - Skillful
- Call Center Operations - Experienced
- Communication and Presentation - Expert
- Client Relationship Management - Expert
- Stakeholder Engagement - Expert
- Microsoft Excel - Expert
- Microsoft Power Point - Expert
- Microsoft Power BI - Intermediate
- Project Management - Skillful
Languages
English - Fluent
Turkish - C1
Accomplishments
- Current role achievements:
- 1. Increased customer satisfaction ratings by 25% through the implementation of data-driven analytics and process improvements in a call center environment.
- 2. Successfully optimized call routing algorithms resulting in a 30% reduction in average call handling time, leading to improved operational efficiency.
- 3. Developed and implemented a comprehensive performance tracking system, resulting in a 15% increase in agent productivity and a significant reduction in customer complaints.
- 4. Led a team of data analysts in identifying and analyzing key call center metrics, contributing to a 20% reduction in customer wait times and a 10% increase in first call resolution rates.
- 5. Designed and implemented predictive analytics models to forecast call volume and staffing requirements, resulting in a 95% accuracy rate and improved workforce management.
Timeline
Operations Manager
Concentrix
09.2023 - Current
Analytic insights consultant
Concentrix
09.2022 - 09.2023
Sr. Quality Evaluator
Concentrix
04.2020 - 09.2022
Quality specialist
Majorel
08.2018 - 12.2019
Contact center representative
Nestle
10.2017 - 02.2018
Customer service representative
Concentrix
02.2017 - 10.2017
Bachelor's degree - languages and translation
Ain Shams University