Sara Saad Shaaban

EMEA Operations Management Desk SupervisorFull Time

• Job Details:Key responsibilities: ▪ Responsible for overall reporting, staffing & scheduling, account service level, completion of required supporting documentation for Payroll processing, Client reports, internal reports, and timelines of support delivered. ▪ Monitors and enhances the performance of the Operations Management Desk in the areas of productivity, schedule adherence, and employee satisfaction/development. ▪ Enhances the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and technical ability of direct reports. ▪ Communicate directly with clients and Sykes senior management on reporting and staffing. ▪ Play a leading role in the support team and work closely with management to ensure their reporting needs are satisfied. ▪ Create Action Plans and Performance Improvement Plans for employees needing to improve their performance and conduct performance appraisal for staff members (9 employees).

EMEA Operations management desk developer “TASK”Full Time

• Job Details:Key responsibilities: ▪ Self-development and creativity in MS Excel to develop and deliver efficient, accurate and automated reports to the client. ▪ Deliver MS Excel, VBA and Cube training to new hires. ▪ Deliver training sessions to all team members about new technologies and systems. ▪ Automate the existing reports to reduce the time spent in preparing them using advanced formulas and VBA codes, in addition to creating an automated reporting package for any new account within Edinburgh or Cairo site Sara Saad Shaaban Mohamed EMEA Operations Management Desk Supervisor Sara_reinita19@hotmail.com +20111 97 33 494 +2010 96 27 97 98 https://www.linkedin.com/in/sara-saadshaaban- a307aaa1/ Core Skills Languages: ▪ Arabic: Mother tongue. ▪ English: Excellent ▪ Spanish: Fluent Computer: ▪ MS Office proficient user of (Word, Excel, PowerPoint and Outlook). ▪ Internet skills. ▪ Very Good knowledge of operating systems and software application. ▪ EWFM. ▪ Excellent knowledge of VBA. ▪ Good knowledge of “R” Software and programing language. ▪ Good knowledge of Disco Software for Data mining. ▪ Very good knowledge of SPSS modeler. ▪ Good knowledge of SQL. ▪ Power BI. Personal Skills ▪ Creativity. ▪ Robust planning and organizing skills. ▪ Excellent networking skills. ▪ Project management skills. ▪ Leadership skills. ▪ Time management. ▪ Detail oriented and eye for design. ▪ Problem solving and analytical skills. ▪ Strong visualization and presentation skills. ▪ Excellent communication skills. ▪ Responsible for the automation process of all the reports of the OMD Cluj site (For example in the automation process of the first account, the running time of the report has been reduced from 8 hours monthly to 20 minutes monthly). ▪ Engage with other sites (Cluj, Edinburgh and Oradea) via conference calls to gather the requirements. ▪ Responsible for the text mining project on OMD team using IBM SPSS modeler to provide accounts with useful analysis and insights about their business, furthermore the Data mining project using Disco software.

EMEA Operations Management Desk AnalystFull Time

• Job Details:Key responsibilities: ▪ Gather, prepare, and analyze raw data to create/develop reports based on the clients’ requirements. ▪ Prepare and publish reports on a daily, weekly and monthly basis considering the highest level of accuracy and timely delivery. ▪ Preparing attendance and Adherence Data, account Key Performance Indicators (KPIs) for more than 28 accounts, Client Reports and Internal Reports. ▪ Execute work instructions and processes as documented. ▪ Participate in the implementation of new/revised processes, policies and procedures. ▪ Responds creatively to work challenges and proactively makes recommendations.