Rawanne Muhammad
El Shorouk
Summary
Strategic and data driven Business Analyst with hands on experience in sustainability and ESG execution within the oil & gas sector. Specialized in aligning cross functional operations with purpose driven strategies, supporting governance, and enabling impact measurement across departments. Proven ability to manage data collection, validation, and performance reporting using advanced analytical tools. Skilled in translating complex data into actionable insights and strategic narratives aligned with international ESG frameworks. Experienced in stakeholder coordination, internal engagement, and executive reporting for sustainability related initiatives.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Strategy and Sustainable Development Professional
Egyptian Maintenance Company
12.2023 - Current
- Lead cross-functional strategic initiatives focused on aligning departmental operations with the company’s sustainability and purpose driven vision.
- Develop, analyze, and visualize corporate performance data to support strategic ESG aligned decision making.
- Collaborate with Finance, HR, Quality, and Planning departments to collect and validate data feeding into sustainability related internal reports and KPIs.
- Contribute to internal reporting aligned with ESG frameworks through structured documentation, stakeholder feedback, and performance metrics analysis.
- Support the development of strategic narratives for internal awareness and employee engagement around sustainable practices.
- Monitor local and regional sustainability trends and translated them into actionable recommendations for internal alignment and communication strategy.
- Automated routine data analysis tasks, freeing up time for more complex analysis.
- Utilize data visualization tools to effectively communicate business insights
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Used statistical methods to analyze data and generate useful business reports.
Public Relations, Media and Executive Assistant
MOPCO
05.2022 - 11.2023
- Conducted in-depth research and analysis on employee satisfaction, proposing initiatives to enhance internal engagement and entertainment activities.
- Managed the departmental budget, ensuring alignment with strategic priorities and optimal resource utilization.
- Coordinated high-level client engagements and agendas in collaboration with the Chairman, enhancing external relations and organizational image.
- Strategically managed the Chairman’s calendar, overseeing the planning, scheduling, and prioritization of all meetings and public engagements.
- Oversaw all executive support functions for the Chairman, including meeting preparation, follow-ups, and coordination of sensitive communications.
Team Leader
VOIS
05.2021 - 04.2022
- Led a team of customer service representatives/technical support agents, ensuring high performance and achievement of key performance indicators (KPIs)
- Conducted training sessions for team members, focusing on product knowledge, communication skills, and customer service excellence
- Monitored team performance through regular reviews, providing constructive feedback, coaching, and development plans to improve results
- Acted as the escalation point for complex customer issues, ensuring timely and effective resolution while maintaining customer satisfaction
- Identified and implemented process improvements to enhance team efficiency and customer service delivery
- Prepared regular reports on team performance, customer feedback, and operational metrics for management review
- Collaborated with other departments, such as IT, Sales, and Operations, to address cross-functional issues and improve service delivery
- Ensured adherence to quality standards and company policies, conducting regular audits and implementing corrective actions as needed
- Led or participated in projects related to service enhancements, system upgrades, or new product launches
- Fostered a positive team environment through regular communication, recognition, and team-building activities
- Gathered and analyzed customer feedback to drive continuous improvement in service quality and customer satisfaction
- Identified potential risks in service delivery and implemented mitigation strategies to minimize impact on operations
- Ensured team compliance with industry regulations and company policies, particularly around data privacy and security
Customer Service Representative
VOIS
10.2020 - 04.2021
- Delivered exceptional customer service by handling inquiries, complaints, and troubleshooting issues for VOIS telecommunications products and services
- Managed high-volume inbound and outbound calls, emails, and chats with professionalism and efficiency
- Resolved customer issues by providing accurate information, technical assistance, and timely solutions, contributing to a high customer satisfaction rate
- Collaborated with cross-functional teams to escalate and resolve complex cases, ensuring seamless customer experience
- Maintained detailed and accurate records of customer interactions in CRM systems, following company policies and procedures
- Achieved and consistently exceeded individual and team performance metrics, including call handling time, first-call resolution, and customer satisfaction scores
- Assisted in training new team members, sharing best practices and providing on-the-job support to improve overall team performance
- Demonstrated strong problem-solving skills and adaptability in a fast-paced and dynamic environment
- Pro-actively identified opportunities to improve processes, reduce call volume, and enhance customer experience
- Handled confidential customer information with integrity and adhered to data protection regulations
Education
Bachelor of Arts - English Language
Cairo University
06-2022
Skills
Sustainability Strategy Execution
Data Collection & Validation
Business Intelligence & Reporting (Excel, Power BI)
Project Management & Follow-Up Execution
KPI Monitoring & Impact Measurement
Regulatory Awareness (Sustainability Context)
Analytical Thinking & Trend Identification
Languages
English
French
Personal Information
- Date of Birth: 11/11/98
- Nationality: Egyptian
- Title: Strategy and Sustainable Development Professional
Certification
- DELF B1 ~ Institut Francais d'Egypte
- Human Resources Management ~ American University in Cairo
Timeline
Strategy and Sustainable Development Professional
Egyptian Maintenance Company
12.2023 - Current
Public Relations, Media and Executive Assistant
MOPCO
05.2022 - 11.2023
Team Leader
VOIS
05.2021 - 04.2022
Customer Service Representative
VOIS
10.2020 - 04.2021
Bachelor of Arts - English Language
Cairo University
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