Basic Info

Yomna Ali

6 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Enterprise MIS Analyst at Vodafone Global Enterprise

Experience Details

Enterprise MIS Analyst

Analyst/Research

Experienced (Non-Manager)

• Analyzing and Governing Operational Performance through periodic and ad-hoc reports for functional areas ensuring data quality and accuracy to support Global Service Operation Centers management understand and analyze customer's behaviors.
• Analyzing customer’s spending and usage trends, working as a decision support function for the commercial team.
• Developing various automated reports through Excel VBA Macro’s, MS Access, SAP Business Objects, SQL Server, and SSRS reaching work efficiency levels that meet the job requirements and exceed them.
• Developing financial reports including payment enabler reporting that allows Global Customers to validate Invoicing and hence make payment.
• Working closely with Global Service Managers and In-Life Commercial Managers to produce required financial reports for Global Customers.
• Analyzing Vendor Performance, enabling Vendor Management to improve the process and agreements with them in order to enhance customer experience.
• Managing complex End-to-End relations in report production process that usually starts from billing operations, data warehouses, Global Service Managers, Commercial Managers, Operations Managers and other teams within Vodafone Global Enterprise ending to the Global Customer.
• Acting as the Vodafone Global Enterprise focal point for reporting and analysis with other Op Cos/accounts in order to enable them to manage their business with VGE.


Company Details

Vodafone Global Enterprise (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Mar 2014 to present (2 years 9 months)
Senior International Accounts Technical Advisor at Vodafone International Services

Experience Details

Senior International Accounts Technical Advisor

Customer Service/Support

Experienced (Non-Manager)

• Excelled in Customer Engagement and Interaction.
• Excelled in TNPS scores, turning detractor customers into promoter customers.
• Excelled in resolving customer issues even when cases are escalated.
• Took various tasks within the call center, worked as a Mentor providing support to new comers.
• Acted as a Team Leader, in which was responsible for Team Performance Management.
• Excelled in building team spirit activities that made work environment more motivating and competitive.
• Created various analytical tools that would help team members and team managers in monitoring and improving KPI scores.
• Presenting this plan and the team MTD | YTD progress to the management.


Company Details

Vodafone International Services (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.co.uk

Apr 2011 to Mar 2014 (2 years 11 months)
International Accounts Technical Advisor at Vodafone International Services

Experience Details

International Accounts Technical Advisor

Customer Service/Support

Entry Level

• Excelled in Customer Engagement and Interaction.
• Excelled in TNPS scores, turning detractor customers into promoter customers.
• Excelled in resolving customer issues even when cases are escalated.
• Took various tasks within the call center, worked as a Mentor providing support to new comers.
• Acted as a Team Leader, in which was responsible for Team Performance Management.
• Excelled in building team spirit activities that made work environment more motivating and competitive.
• Created various analytical tools that would help team members and team managers in monitoring and improving KPI scores.
• Presenting this plan and the team MTD | YTD progress to the management.


Company Details

Vodafone International Services (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

www.vodafone.co.uk

Dec 2009 to Apr 2011 (1 year 4 months)

Education

Bachelor of Business in Business Administration

Education Details

Bachelor of Business

Business Administration

Ain Shams University - Faculty of commerce english section, Egypt

Not specified

N/A

N/A

Ain Shams University - Faculty of commerce english section
2005 - 2009
High School - Thanaweya Amma

High School Details

Thanaweya Amma

futures language schools

Egypt

2005

A / Excellent / 85 -100%

N/A

futures language schools
2005

Training and Courses

Training/Course Details

Six Sigma (Certified White Belt

Jun 2015

Online Training

N/A

Training/Course Details

M10774-Querying Microsoft SQL Server 2012

May 2014

Global Knowledge Center

N/A

Training/Course Details

Communication with Diplomacy & Tact

May 2012

Dale Carnegie

N/A

Training/Course Details

Entrepreneurship

Jul 2008

Vodafone Egypt

N/A

Training/Course Details

Team Work

Jul 2008

Vodafone Egypt

N/A

Training/Course Details

Career Development

Jan 2016

Harvard Manage Mentor-Vodafone Online Courses

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AnalysisAnalyticalArabicBusiness AdministrationBusiness AnalysisBusiness-orientedCareer DevelopmentCommunication SkillsCommunication With Diplomacy & TactConsumer ServicesCustomer ServiceCustomer-orientedDirect ApproachesEnglishEnterprise MIS AnalystEntrepreneurshipExotic CuisinesHard WorkerHonestyIntelligenceInternational Accounts Technical AdvisorM10774-Querying Microsoft SQL Server 2012Microsoft ExcelMicrosoft OfficeMicrosoft PowerPointMicrosoft SQL ServerReadingResearchSAPSenior International Accounts Technical AdvisorSix Sigma (Certified White BeltSupportSupportiveTeam WorkTelecommunicationsTravellingVodafone Global EnterpriseVodafone International Services

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Customer Service

Customer Service

: Expert

: Medium

:

3-5 years

Communication Skills

Communication Skills

: Expert

: High

:

3-5 years

Microsoft Excel

Microsoft Excel

: Advanced

: High

:

1-3 years

Business Analysis

Business Analysis

: Advanced

: High

:

1-3 years

Microsoft PowerPoint

Microsoft PowerPoint

: Intermediate

: Extreme - I love it!

:

3-5 years

Microsoft Office

Microsoft Office

: Intermediate

: High

:

5-7 years

Microsoft SQL Server

Microsoft SQL Server

: Intermediate

: Medium

:

1-3 years

SAP

SAP

: Intermediate

: Medium

:

1-3 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Little

:

3-5 years

Analysis

Analysis

: Expert

: High

:

1-3 years

Key Skills

Analytical, Business-oriented, Hard worker, Customer-oriented, Supportive

Online Presence

https://www.linkedin.com/in/yomna-aly-2b69b0a1?trk=nav_responsive_tab_profilewww.siasbp.blogspot.com

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