Zeinab Mohsen ELSherif

Business AnalystFull Time

• Job Details:Job Description: Assisting with the business case. Planning & monitoring and analyzing . Eliciting requirements . Requirements organization . Translating and simplifying requirements . Requirements management and communication . Requirements analysis .

Senior Operation Supervisor for small projects (AstraZeneca – GROHE – SEB GROUPE- Evyab-lamar – Siemens- ElSallab – Lava mobiles - GEMMA- AbbVie) and acting as ACMFull Time

• Job Details:Job Description:  Supervising, developing, and enhancing the performance of the CSRs.  Generating and analyzing projects and agents performance reports.  Ensuring consistency in policies and procedures.  Evaluates and acts on KPI, Revenue and Gross Margin performance on Hourly daily, weekly and monthly basis  Evaluating Agent schedule adherence  Monitoring Agents’ calls/contacts  Coaching and motivates Agents  Daily Quantitative and Qualitative performance meetings  Attending calibrations sessions with the Quality Assurance Department  Ensuring Revenue, Gross Margin, SLAs objectives of my team are met on daily, weekly and monthly basis  When performance discrepancy, identifying root cause, resolution action and measures efficiency of actions  Ensuring agents are using company assets appropriately  Evaluating my agents Quantitative and Qualitative performance on Hourly, Daily, Weekly, Monthly and Yearly basis  Proposing to my process improvement actions

Operation Supervisor VodafoneFull Time

• Job Details:Job Description:  Supervising, developing, and enhancing the performance of the CSRs.  Generating and analyzing projects and agents performance reports.  Ensuring consistency in policies and procedures.  Evaluates and acts on KPI, Revenue and Gross Margin performance on Hourly daily, weekly and monthly basis  Evaluating Agent schedule adherence  Monitoring Agents’ calls/contacts  Coaching and motivates Agents  Daily Quantitative and Qualitative performance meetings  Attending calibrations sessions with the Quality Assurance Department  Ensuring Revenue, Gross Margin, SLAs objectives of my team are met on daily, weekly and monthly basis  When performance discrepancy, identifying root cause, resolution action and measures efficiency of actions  Ensuring agents are using company assets appropriately  Evaluating my agents Quantitative and Qualitative performance on Hourly, Daily, Weekly, Monthly and Yearly basis  Proposing to my process improvement actions