BUSINESS ANALYST EXCEPTIONAL A HIGH STANDARDS A NON-GIVING UP

COMMITTEDAHMED FAWZY RACIEST PROBLEM SOLVER AND TALENTEDDEDICATED AND

DETERMINEDREFUSING

MEDIOCRITY

WITH UNORDINARY

SOLUTIONS IF NEEDED WITH A PROVEN

PROFICIENCY IN ALL

ANALYTICAL ASPECTS FOR ALL

BUSINESS PARTIES

ONGOING SELF LEARNER - SELF MOTIVATORDETAILS A SPECIAL POWER

TURNING A CLIENT

TO A NICHE

OPPONENT

I AM AN

EAGLE EYED A CREATIVE THINKER

ANLOGICS, BUGS AND

DATA ISSUES

AND IMPLEMENTER

ARTISANSHIP MANAGEMENT TEAM FOR ACCOUNT

SAW A UNIQUE TALENT IN ME, THEY CREATED ME A SPECIAL MADE JOB

THE BUSINESS ANALYST FOR THE WHOLE ACCOUNT

AFTER AN UNEXPECTED SUCCESS AND OUTCOMES

UNSPOKEN AND POOR DESCRIBED

ANALYTICAL BUSINESS NEEDS SHREWDEFFECTIVE A HARD CORED

ESSENTIAL CHALLENGER SNIPEREXTRACTORINNOVATOR WITH

UNEXPECTED

OUTCOMESAIMING TO PERFECTION

AND IDEALISMCOMPONENT

INCOMPARABLETIME AND HUMAN RESOURCES THAN WHAT THEY USED TO GIVE

AROUND 300 AGENTS - 25 TEAMs - 10 LINES OF BUSINESSES

I BECAME THE BUSINESS ANALYST FOR BOTH SAMSUNG® UK AND EGYPT ACCOUNTS

9 MANAGERS AND 2 DIFFERENT CULTURED CLIENTS

BOTH ACCOUNTS CLIENTS, TELEPERFORMANCE® MANAGEMENTS AND TEAM LEADERS

WERE DELIGHTED WITH AN UNEXPECTED AND EXCEPTIONAL SET OF ANALYTICAL TOOLS THAT ACHIEVED

INCOMPARABLERESULTS MORE THAN WHAT THEY USED TO HAVE IN AN

MARK ZUCKERBERG

A SCREENSHOT FOR MY MAGNUM OPUS (THE BEST ARTWORK IN MY ARTISIANSHIP)

THE SAMSUNG® ADVANCED CSS REPORTING SYSTEM V1.1

(CSS STANDS FOR CUSTOMER SATISFACTION SURVEY) - CSAT KPI

ACCOUNT

MANAGER

ASSITANT

MANAGER

RESOURCES LOSS

SUCH AS

REPEATED TIME

AND EFFORT ON

DAILY, WEEKLY

AND MONTHLY

BASES

BY ALL ACCOUNT

STAFF

HUMAN ERRORS

SUCH AS

WRONG

CALCULATIONS,

INCOMPLETE OR

WRONG

SELECTIONS

LINE OF

BUSINESS

TEAM

SCOPE

MONTH TO DATE CSAT SCORES (5 QUESTIONS)

AGENT RANKS CONTEST

MANAGERS,

CLIENT

ACCOUNT WEEKLY REVIEW

ACCOUNT MONTHLY REVIEW

ACCOUNT QUARTERLY REVIEW

EVERYONEWHOLE

ACCOUNT

WEEKLY/MONTHLY CSAT SCORES

AND THE AGENT EFFORT THROUGHOUT THE CALL

SURVEYS ARE LOGGED INTO THE SYSTEM SO WE CAN

EXPORT A HUGE AMOUNT OF RAW DATA IN ONE SHEET

HAVING RECORDS CONTAINING LOTS OF AGENTS IN

DIFFERENT PHYSICAL SITES/COUNTRIES FOR

DIFFERENT LINES OF BUSINESSES,

PRODUCT GROUPS AND MODEL CODES

PERIODIC ACTION PLANS

DAILY CSAT SCORES (5 QUESTIONS)

TEAM

LEADERS,

MANAGERS,

CLIENT

WEEK TO DATE CSAT SCORES (5 QUESTIONS)

MONTH TO DATE CSAT SCORES (5 QUESTIONS)

DAILY CSAT SCORES (5 QUESTIONS)

TASK DONE BY SENT TO

DAILY CSAT SURVEYSTEAM

LEADERTEAM

WEEK TO DATE CSAT SCORES (5 QUESTIONS)

IT MEASURES 5 ASPECTS; OVERALL SATISFACTION, COURTESY,

FIRST CALL RESOLUTION,

CUSTOMER PROMOTION ABILITY TO THE PRODUCT

A SURVEY PHONE CALL IS MADE BY A THIRD PARTY COMPANY TO

MEASURE HOW MUCH A SAMSUNG® CUSTOMER IS SATISFIED

FROM THE SERVICE GIVEN

CHALLENGES

THAT LEAD TO HAVE SUCH ANALYTICAL SOLUTION

THE SYSTEM THAT I CREATED ALL ON MICROSOFT EXCEL VBA IS A STANDALONE SYSTEM THAT CONTAINS:-

• SURVEY QUESTIONS (OVERALL SATISFACTION, COURTESY, FIRST CALL RESOLUTION, CUSTOMER PROMOTION ABILITY TO THE PRODUCT AND THE AGENT

EFFORT THROUGHOUT THE CALL).

- THE QUERIES INTERFACE PROGRAM ALSO CONTAINS A DATE FILTER IN WHICH YOU CAN SPECIFY THE INTERVAL YOU WANT TO RUN THE REPORT FOR, YOU

CAN ALSO CHOOSE FROM THE FOLLOWING OPTIONS TO VIEW THE RESULTS EITHER SEPARATELY OR ALL COMBINED TOGETHER IN ONE TABLE:-

• PRODUCT GROUPS (E.G. INSIDE THE HOME APPLIANCES THERE ARE FRIDGES, WASHING MACHINES, ETC…).

• MODEL CODES (FOR A SPECIFIC PRODUCT(S)).

• SURVEY CLOSURE TYPES (TECHNICAL CALL, GENERAL INQUIRY, TRANSFERRED CALL, ETC…).

- AN INTERNAL DATABASE ENGINE TO STORE ALL DAILY EXPORTED RAW DATA RECORDS.

• AGENTS, TEAMS, LINE OF BUSINESS (E.G. MOBILES, HOME APPLIANCES, ETC…), SITES AND THE WHOLE ACCOUNT.

- A QUERIES INTERFACE PROGRAM(SHOWN BEFORE)IN WHICH WE CAN EXECUTE A FULLY CUSTOMIZABLE REPORT WITH THE ABILITY TO COMPUTE SURVEYS

SCORES, COUNTS, RANKS AND TARGETS FOR THE FOLLOWING SEPARATELY OR COMBINED TOGETHER :-

• SURVEY ANSWERS FOR ALL THE 5 QUESTIONS (E.G. VERY SATISFIED, SATISFIED, NEUTRAL, NOT WILLING TO PROMOTE THE PRODUCT, FIRST CALL

RESOLUTION NO, YES, ETC…).

- FOR MORE DETAILS AND SCREENSHOTS PLEASE VISIT: https://goo.gl/W940bA

- IT HAS ALSO A GRAPH PLOTTER TO PLOT DIFFERENT GRAPHS FOR WHATEVER TABLE YOU HAVE GOT FROM ALL THE ABOVE FEATURES EITHER SEPARATELY OR

ALL COMBINED TOGETHER, YOU CAN CONTROL THE LENGTH, WIDTH, SHAPE AND TYPE OF THE GRAPH, HORIZONTAL AND VERTICAL GRID LINES.

- YOU CAN PLOT SCORES, COUNTS, RANKS AND TARGETS ON BOTH PRIMARY AND SECONDARY AXIS WITH TREND LINES ON THE SAME GRAPH OR DIFFERENT

GRAPHS.

• DAILY • WEEKLY • MONTHLY • PER SPECIFIED INTERVAL

- IT HAS ALSO A VERY SMART FEATURE IN WHICH YOU CAN SAVE AND LOAD REPORTS OPTIONS, IMAGINE HOW MUCH TIME YOU WILL WASTE EACH TIME YOU

RUN THE SAME REPORT TO CHOOSE FROM ALL THE ABOVE SET OF VARIETIES AND OPTIONS, THIS TIME SAVING FEATURE WILL DO IT FOR YOU IN A COUPLE OF

SECONDS.

I HAVE CREATED LOTS OF OTHER HIGHLY

EFFECTIVE TOOLS IN-WHICH

YOU WILL BE INSPIRED WITH IN A LIVE INTERVIEW

JUST TO SUM IT UP

I AM NOT A PROGRAMMER NEITHER A TOOL CREATOR

MY EXCEPTIONAL TALENT IS TO EXTRACT

THE UNSPOKEN AND POOR DESCRIBED

HIGHLY NEEDED ANALYTICAL BUSINESS NEEDS

FROM ALL BUSINESS PARTIES INVOLVED

USING MY BORN TALENT ANALYTICAL MENTALITY

SNIPING OPPORTUNITIES, THREATS AND MISTAKES

TO GET INCOMPARABLE EFFECTIVE ACCURATE OUTCOMES

SAVING INCOMPARABLE TIME, MONEY AND MANPOWER

PROGRAMMING IS NOT MORE THAN A TOOL

TO IMPLEMENT MY MINDSET INTO A

LIVE SOLUTION

LANGUAGES

DOCUMENTARIES

SWIMMING

COMPUTER QUALITIESWINDOWS SERVER, DOMAINS

MICROSOFT OFFICE AND VISIO

EXCEL, MACROS & VBAIT SUPPORT, S/W, H/W & NETOWRKING

VB 6, C++, C#, SQL, MATLAB & AUTOCAD

HOBBIESTRAVELING

INTERNET

BEING UP TO DATE

THE BEST TECHNICAL SUPPORT REPRESENTATIVE IN SAMSUNG® UK TECHNICAL SUPPORT SITE ACROSS ALL THE

SUPPORT LINES FOR ALL SAMSUNG® UK PRODUCTS (MOBILES, TVS, LAPTOPS, ETC…). AWARD WAS GIVEN BY

MR. BRIAN FORD SERVICE DIRECTOR, SAMSUNG UK & REPUBLIC OF IRELAND ON SUNDAY 12TH OF JUNE 2011 IN

FAIRMONT NILE CITY WHERE SAMSUNG® UK USED TO DO ITS ANNUAL RECOGNITION CEREMONY, THE AWARD

WAS GIVEN TO ME FOR SUSTAINING THE BEST PERFORMANCE ACROSS THE WHOLE ACCOUNT DURING THE

WHOLE YEAR.

THE BEST GERMAN LEARNING CANDIDATE FOR A1 LEVEL, AWARD WAS GIVEN TO ME ON SATURDAY THE 13TH

OF DECEMBER 2014 BY PROF. DR. TARIK A. BARY ÄDK CEO, ÄDK IS THE SECOND GOETHE CERTIFIED CENTER

IN EGYPT, AWARD WAS GIVEN TO ME FOR MY OUTSTANDING PERFORMANCE THROUGHOUT THE COURSE AND

ACHIEVING THE HIGHEST MARKS IN READING, WRITING, LISTENING AND SPEAKING GERMAN.

BEAUTY BOX LTD

IT EXECUTIVE

RESPONSIBLE ON ALL THE IT RELATED TASKS (S/W, H/W,

HELPDESK, WEBSITE, INFRASTRUCTURE, ERP, ETC...

EXPERIENCE

CONTACT CENTER SUPERVISOR

SAMSUNG UK ACCOUNT – IT LINE OF BUSINESS

LEADS A TEAM OF 15-18 AGENTS TO ACHIEVE THEIR KPISCUSTOMER SERVICES REPRESENTATIVE

SAMSUNG UK ACCOUNT – IT LINE OF BUSINESS

TECHNICAL SUPPORT AND CUSTOMER SERVICES

OPERATIONAL BUSINESS ANALYST

SAMSUNG UK & MIDDLE EAST ACCOUNTS- ANALYZING ALL CALL

CENTER KPIS

BUILDS REPORTS INFRASTRUCTURES

BACHELOR OF COMPUTERS AND SYSTEMS

ENGINEERING, FACULTY OF ENGINEERING,

AIN SHAMS UNIV. (GRADE: FAIR)

DIPLOMA: THE ART OF MARKETING

PROFESSIONAL DIPLOMA FROM RITI (INTAKE

19)

TRAININGEDUCATION

IT CONSULTANT

CUSTOMER SERVICES AND SALES REPRESENTATIVE

AMERICAN AND CANADIAN ACCOUNTS

JUN 2007 - SEP 2007

CITY FOR TRADING

MARKETING SPECIALIST

CONDUCTING ALL MARKETING DEPARTEMENT ACTIVITIES

DEC 2008 - JAN 2010

GROUP (IT Dept.)

IT SPECIALIST

HELPDESKHORUS COMPUTERS (TELEMISR GROUP COMPANY)

COMPUTER MAINTENANCE SPECIALIST

SOFTWARE AND HARDWARE MAINTENANCEIT SERVICES AND CONSULTATIONS FOR A LOT OF

MEDIUM SIZE COMPANIES\ORGANIZATIONS LIKE

(GLOBAL CITY, ULTIMA, MISR AL ARABIA FOR

POULTRY PRODUCTION (SUBSIDIARY FROM DALAH

GROUP, ETC.)

AMECOTEC MANAGEMENT

RELOCATABLE,

CURRENTLY LIVING

IN JEDDAH, SAUDI

ARABIA

VB3 - ARMED FORCES IT INSTITUTE

COMPUTER H\W MAINTENANCE -

ARMED FORCES IT INSTITUTE

MCAD (LEVEL 1) C# - CAIRO

UNIVERSITY

MCAD(TRACK ONLY, SELF-

LEARNING)

HUMAN DEVELOPMENT COURSE -

RABAA

PHOTOSHOP CC2014 (SELF-

LEARNING)

C++ LEVEL 1 - AL AHRAM

AMAC

M: +966 591 40 40 43

E: afregypt@live.com

MASTERING VB 6 – YAT EDUCATION

CENTER

AUG

2016

OCT

2013

SEP

2012

JUL

2010

DEC

2008

JUN

2007

APR

2007

JUN

20052000 TO

2015

2010

2009

HIRE

ME