Yassmin AbdElMoteleb Gouda
Giza
Summary
Ambitious individual with expertise in various careers, successfully managing real-time operations and partnering with professionals in the UK, USA, Ireland, and India. Proven track record of overseeing multiple projects and logistics across the business, while effectively handling end-to-end project management. Strong background in graphic design. Committed to advancing in the tech industry and eager to take on higher-level roles.
Overview
2025
2025
years of professional experience
2023
2023
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
IT Application Support Specialist
Flairstech IT Services and IT Consulting
08.2023 - Current
- Improve customer satisfaction by providing timely and efficient support for various applications.
- Analyze and mapped data and wrote SQL scripts to extract data from SQL databases.
- Collaborates with developers, analysts and project managers to expedite incident resolutions.
- Interfaces with customers and developers to diagnose problems and implement configuration requirements and solutions.
- Collaborates with AI and several integration tools
Workforce Scheduling & Intraday Lead
Vodafone Intelligent Solutions
4 2021 - 4 2023
- Senior lead for the Intraday & Scheduling Team, Designs and implements programs, policies, and procedures to improve the workforce management function and client experience
- Responsible for Schedules validation and Forecasting & Lock Analysis
- Collects, analyzes, and reports on workforce management data, highlighting key trends to drive proactive solutions that improve operational workflows, reduce risk, and minimize reactive work
UK Business Continuity Coordinator
Vodafone Intelligent Solutions
03.2020 - 04.2023
- Operations Single Point of Contact in Case of Emergency or Disaster, Reporting organization's system of procedures to restore critical business functions in the event of unplanned disaster
- Completing yearly BCM Assessment for the CBU & EBU, auditing on Skills for each department and their mitigation and support plans, Hardware, Crisis Management and potential loss
Real-time Workforce Management Analyst
Vodafone Intelligent Solutions
01.2019 - 04.2023
- Monitoring and controlling accounts performance and key deliverables
- (AHT, SLA, TNPS, Delivery .etc.) Drive operations performance, ensuring resources efficiencies within Operations to ensure meeting commercial targets
- Responsible for Performance reports such as (Leaves - Lost Hours - Planned/Unplanned - Wastage), Keying Operations Requirements in reporting and Conducting Training for new Team Leaders on WFM Processes
Capacity & Efficiency Planning Owner
Vodafone Intelligent Solutions
03.2018 - 03.2021
- Measurement of resource allocation, Monitoring the ratio between an output gained from the HC Increase 'Opportunities' and an input to run a business operation
- Improving operational efficiency to have best HC Utilization
Service Delivery Specialist
Vodafone Intelligent Solutions
10.2018 - 12.2019
- Monitored and handled budget control for 8 service linesʼ performance and key deliverables
- (AHT, SLA, Delivery...), Mapped strategic internal seating for Operations, Reported, raised and handled appropriate flags regarding potential threats to Operations and Service Delivery, Planned forecasted delivery with Scheduling and Realtime Management teams and On-site hardware control
Enterprise International Account Advisor
02.2017 - 10.2018
- Responded to and identified enterprise customersʼ needs and clarified information relating to mobile products and services, Provided a seamless customer-centric experience from contact start to end, Built sustainable relationships and engaged customers, Seized opportunities to upsell products when they arise
Transition Performance Support
11.2017 - 02.2018
- Supervised a team of 15-25 early-tenure customer representatives, Provided knowledge, resources and information to support new hires, Handled second line customer escalations and complaints
Education
Bachelor Degree - Art Industry Projects & Art Directing
The Higher Institute of Applied Arts
Skills
Work Force Management [ IEX - Verint - CCPulse - CMS - Planning - Forecasting -Scheduling - Reports ]
Projects
- Graduation Project, Spotify Music App Full Campaign, Identification, Continuous campaign, 09/01/21, 07/31/22
- Meraki Brand online Store, Media Content & Graphic Designer, Responsible for designing new Products, Website data, Branding and Social Media ads, 08/01/21, present
Courses
- Business Continuity Foundation, Project Management Institute 01/2023
- Graphic Design Master Class, Udemy Adobe Photoshop, illustrator, InDesign 05/2020
- Six Sigma Foundations, LinkedIn 02/2023
- Creating Call center, VOIS 02/2023
- Budgeting & Forecasting, Udemy 11/2021
Certification
PMI: Operational Excellence Foundations, Credential ID AeGMDYU39BQg7G9RiRXeehmehe2a
References
- Hossam Amer, Workforce Scheduling & Intraday Supervisor, Vodafone Intelligent Solutions, +201009000145
- Sherif El Shenawy, Workforce Scheduling & Intraday Supervisor, Vodafone Intelligent Solutions, +201004401000
- Hatem Selmy, WFM Realtime Management Supervisor, Vodafone Intelligent Solutions, +201060164026
- Ahmed Mohamed Rashed, WFM Realtime Management Supervisor, Vodafone Intelligent Solutions, +201000705700
Timeline
IT Application Support Specialist
Flairstech IT Services and IT Consulting
08.2023 - Current
UK Business Continuity Coordinator
Vodafone Intelligent Solutions
03.2020 - 04.2023
Real-time Workforce Management Analyst
Vodafone Intelligent Solutions
01.2019 - 04.2023
Service Delivery Specialist
Vodafone Intelligent Solutions
10.2018 - 12.2019
Capacity & Efficiency Planning Owner
Vodafone Intelligent Solutions
03.2018 - 03.2021
Transition Performance Support
11.2017 - 02.2018
Enterprise International Account Advisor
02.2017 - 10.2018
Workforce Scheduling & Intraday Lead
Vodafone Intelligent Solutions
4 2021 - 4 2023
Bachelor Degree - Art Industry Projects & Art Directing
The Higher Institute of Applied Arts
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