Basic Info

Menna alla ibrahim

4 years

Cairio, Egypt

Bachelor's Degree

Manager

Work Experience

Senior Workforce Analyst at E-finance

Experience Details

Senior Workforce Analyst

Operations/Management, Human Resources

Experienced (Non-Manager)

Gather information on hours worked for each employee
• Calculate the correct amount incorporating overtime, deductions, bonuses etc. with assistance of a computer system
• Receive approval from upper management for payments when needed
• Administer statements of payment to personnel either electronically or on paper
• Keep track of hour rates, wages, compensation benefit rates, new hire information etc.
• Address issues and questions regarding payroll from employees and superiors
• Prepare reports for upper management, finance department etc.
• Determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Prepares service reports by collecting and analyzing customer information.
• Contributes to team effort by accomplishing related results as needed.
• Preparation of all reports for agents.
• Manages agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level objectives are met.
• Supports and manages WFM database; update new hires, attrition, transfers, and promotions.
• Monitors intra-day call volume to ensure call volume is in compliance to forecast. Monitors Real Time adherence, call statistics & communicate with Supervisors to ensure on/off phone activity is managed efficiently throughout the day.
• Creates and maintains the Forecasting model, (FTEs, volume, productivity, etc.) on a weekly, monthly, and annual basis for the assigned areas of the Servicing team.
• Provides analysis of key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the organization.
• Establishes strong partnerships and serves as functional expert for assigned lines of business.
• . Proactively seeks opportunities to improve processes that lead to operational effectiveness and a positive impact to the customer experience (meet objectives, including meeting expected service levels).
• Generates analysis and reports to support business case development and to identify and address emerging trends and issues and track performance to forecast to improve the efficiency and effectiveness of the organization.
• Generates and communicates off phone activity reports, staffing issues, performance measures & call statistics to appropriate members of management.
• Demonstrates professional behavior, team work, punctual, dependable, & adheres to company policies & procedures.
• Other duties as required.


Company Details

E-finance

Cairo, Egypt

501-1000 employees

Financial Services, Information Technology Services

www.efinance.com.eg

Jun 2013 to present (3 years 6 months)
Customer Service at Raya Contact Center

Experience Details

Customer Service

Customer Service/Support

Entry Level

 Answer phones and respond to customer requests
 Provide customers with product and service information
 Identify, research, and resolve customer issues using the computer system
 Follow-up on customer inquiries not immediately resolved.
 Complete call logs and reports.
 Research billing issues
 Research misapplied payments
 Recognize, document and alert the supervisor of trends in customer calls
 Recommend process improvements
 Other duties as assigned
 Provide all kind of service (Road assistance / Sales / after sales / Appointments / Handling Complain.
 Receive customer / client sales orders, (by telephone, fax and mail) and process such orders on the Oracle System and CRM.
 Taking and inputting (data entry) correct client/ customer details, (names and addresses) into the Oracle system and CRM.


Company Details

Raya Contact Center (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Jan 2012 to Jun 2013 (1 year 5 months)

Achievements


Build workforce and real time management team at E finance Call center to reduce the cost and improve our service

Education

Bachelor's Degree in accounting

Education Details

Bachelor's Degree

accounting

ein shams university, Egypt

Not specified

N/A

N/A

ein shams university
2009 - 2013
High School - Thanaweya Amma

High School Details

Thanaweya Amma

modern school

Egypt

2003

A / Excellent / 85 -100%

N/A

modern school
2003

Certifications

Mastering Excel
Nov 2013

Certificate details

Mastering Excel

Nov 2013

Excellent

N/A

N/A

Yat

Core and Advanced Microsoft Excel

Certificate details

Workforce Management

Oct 2014

Excellent

N/A

N/A

Perfor Max

Professional Workforce Management Techniques

Training and Courses

Training/Course Details

Public Relation

Jun 2011

Egypt Air

 Assisting with data management.  Solve Problems for Customers and repair report.  Compile data & information and writing administrative report.

Training/Course Details

Mastering Excel

Dec 2013

Yat

Mastering Excel

Training/Course Details

• Professional Workforce Management Techniques

Oct 2014

PerforMax

Workforce Management

Training/Course Details

• International Computer Driving License

Oct 2009

IBC

Excel, PowerPoint, Access – Word

This profile is fresh!
Last update 4 days ago.

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Profile Skills and Keywords

AccountingAnalyticalArabicCustomer ServiceCustomer ServiseEnglishExcelFinancial ServicesHard WorkerHuman ResourcesInformation Technology ServicesLeaderManagementMastering ExcelMusicOrganizerPlannerPlaystationPublic RelationRaya Contact CenterRunningSenior Workforce AnalystSupportTelecommunicationsTravailingWork ForceWorkforce Management International Computer Driving License Professional Workforce Management Techniques

Self-assesed Skills

Languages

English

English

: Intermediate

: Intermediate

: Advanced

: Intermediate

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

excel

excel

: Expert

: Extreme - I love it!

:

1-3 years

Fields of Expertise

customer servise

customer servise

: Expert

: Extreme - I love it!

:

3-5 years

Work force

Work force

: Intermediate

: Extreme - I love it!

:

3-5 years

Key Skills

Analytical, Leader, Planner, Hard worker, Organizer

Online Presence

https://www.linkedin.com/in/menna-mohamed-a7535b100?trk=nav_responsive_tab_profile

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