MOHAMED's CV
MOHAMED MANSOUR GOMAA IBRAHIM
MIS DATA ANALYST | WORKFORCE MANAGEMENT | BUSINESS INTELLIGENCE
Profile summary
Results-driven MIS Data Analyst with 10 years of experience in workforce management and business intelligence across the GCC. Proven expertise in designing Power BI dashboards, automating analytics pipelines, and optimizing agent allocation to maximize SLA compliance and operational efficiency.
Career highlights
MIS Data Automation: Enabled 20% month-over-month improvement in SLA compliance within the first quarter by automating performance monitoring and trend analysis through Advanced Excel.
Real-Time Operations Optimization: Optimized agent allocation across multi-channel operations by tracking peak-volume intervals, achieving a 5% abandoned call rate through real-time dashboards used hourly by operations management.
Workforce Scheduling Protocols: Implemented multi-level scheduling protocols, shortening planning cycle time by 25% and maintaining headcount compliance at 98% through Power BI dashboards and real-time analytics.
Customer Support Management: Resolved 70+ customer inquiries daily via phone, email, and live chat, maintaining a 97% satisfaction rating and surpassing response-time targets by 15% over two consecutive years using Salesforce CRM.
Key skills
Professional experience
Managed customer inquiries via digital channels, directing communication flows through live chat and email platforms. Handled user requests and resolved operational issues within the designated support infrastructure.
- Resolved email support requests according to standard operating procedures.
- Processed user support tickets within specified messaging queues.
- Logged customer interactions in the internal tracking system.
Directed MIS operations reporting to leadership, managing data pipelines and reporting frameworks for cross-functional execution. Handled ETL pipelines, data intake protocols, and performance tracking across enterprise systems. Conducted technical training sessions and automated analytical workflows to support corporate decision-making.
- Automated performance monitoring and trend analysis through Advanced Excel, enabling a 20% month-over-month improvement in SLA compliance within the first quarter.
- Performed data extraction, transformation, and loading on datasets exceeding 200,000 records monthly from five operational systems using SQL and Advanced Excel, contributing to a 10% improvement in executive decision turnaround times.
- Automated trend analysis using SQL and Salesforce data to identify a 12% volume spike in multi-channel support, enabling resource allocation changes that delivered a 15% efficiency gain over twelve months.
- Introduced standardized data intake protocols supporting a 15% uplift in report completeness and data integrity while streamlining monthly analytics deliverables for executive management.
- Optimized agent allocation across multi-channel operations by tracking peak-volume intervals, achieving a 5% abandoned call rate through real-time dashboards used hourly by operations management.
- Implemented rating systems using CMS and Avaya Genesis System, supporting a 99% team performance score across a contact center team of 30+ staff.
- Standardized workforce management policies for daily scheduling, real-time reporting, and intraday protocols, increasing operational efficiency by 18% using Power BI and Advanced Excel.
Directed management information systems reporting and analytics operations for internal teams, overseeing data workflow design, executive simulation modeling, and workforce tracking infrastructure.
- Implemented multi-level scheduling protocols using Power BI dashboards and real-time analytics, shortening planning cycle time by 25% and maintaining headcount compliance at 98%.
- Developed data-driven simulation tools for management teams using Power BI visualization, reducing resource allocation review time by 30%.
- Deployed real-time Power BI dashboards that shortened time to fill staffing gaps by 35% and improved daily resourcing response.
- Resolved over 70 daily customer inquiries via phone, email, and live chat, maintaining a 97 percent satisfaction rating and surpassing response-time targets by 15 percent over two consecutive years using Salesforce CRM.
- Accelerated resolution of 100 plus escalated customer cases per month by coordinating across five departments, decreasing case handling time by 20 percent and supporting a 15 percent improvement in customer satisfaction.
Education
Information Technology
Languages
English · Professional
Arabic · Professional