Youssef Magdy Mohamed Ismail

Summary

The desire to reach the top and career development of practical and scientific.

Education

Education
2006 - 2010

BACHELORS

Ain Shams University Faculty of commerce
2006 - 2010

BACHELORS

Ain Shams University Faculty of commerce

Education

2006 – 2010

 

Bachelor Degree In Accounting  

Ain Shams University, Faculty of commerce.

Grade: Good.

Personal Information

  • Date of Birth:  14th Aug. 1989.
  • Citizenship: Egyptian.
  • Marital status: Single.
  • Military service:  Fully exempted.
  • Driving License: Valid.


Key Skills:

  • Language Skills

Arabic: Mother tongue.

English: Good written & spoken.

  • Computer Skills

The International Computer Driving License (ICDL).

CCNA (ICND1).

  • Personal Skills

Highly Organized person.

Strong communication & negotiation Skills.

Ability to solve problems.

Ability to work under stress.

Courses

  • Business Administration.
  • Human resources (HR).                                                                                                                         
  • English Course ( Berlitz )
  • Soft Skills.
  • Telesales Skills.
  • Professional Workforce Management Techniques


Work History

Work History
Feb 2014 - Present

Workforce Analyst

E-Finance 
Analyst, E-Finance and responsibilities: 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. duties as required.
Feb 2014 - Present

Analyst

Workforce
Analyst, E-Finance and responsibilities: 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. duties as required.
Feb 2014 - Present

Analyst

Workforce
Analyst, E-Finance and responsibilities: 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. duties as required.
May 2013 - Jan 2014

Accountant

Bayt ElKhebra Group
Accountant, Responsibilities: Prepare Financial Statement(Balance Sheet, Income Statement). Prepare Income Tax, Sales Tax. Check the Suppliers Invoices with the Supporting Documents.
May 2013 - Jan 2014

Accountant

Bayt ElKhebra Group
Accountant, Responsibilities: Prepare Financial Statement(Balance Sheet, Income Statement). Prepare Income Tax, Sales Tax. Check the Suppliers Invoices with the Supporting Documents.
May 2013 - Jan 2014

Accountant

Bayt ElKhebra Group
Accountant, Responsibilities: Prepare Financial Statement(Balance Sheet, Income Statement). Prepare Income Tax, Sales Tax. Check the Suppliers Invoices with the Supporting Documents.
Aug 2012 - Apr 2013

Customer Care

Vodafone Project, Wasla Contact Center.
Customer Care" Telesales" Department Responsibilities: Promote and sell products and services. Handle complaints, and other inquiries. Answer questions about product. Explain promotional offers. Maintain client database. Handle billing issues.
Aug 2012 - Apr 2013

Customer Care

Vodafone Project, Wasla Contact Center.
Customer Care" Telesales" Department Responsibilities: Promote and sell products and services. Handle complaints, and other inquiries. Answer questions about product. Explain promotional offers. Maintain client database. Handle billing issues.
Aug 2012 - Apr 2013

Customer Care

Vodafone Project, Wasla Contact Center.
Customer Care" Telesales" Department Responsibilities: Promote and sell products and services. Handle complaints, and other inquiries. Answer questions about product. Explain promotional offers. Maintain client database. Handle billing issues.
Aug 2011 - Aug 2012

Customer Care

Etisalat Project, Etisal International Contact Center.
Customer Care" Technical Support" Department Responsibilities: Working with customers to identify the internet problems and advising on the solution. Logging and keeping records of customer inquiries. Working with field engineers to visit customers if the problem is more serious.
Aug 2011 - Aug 2012

Customer Care

Etisalat Project, Etisal International Contact Center.
Customer Care" Technical Support" Department Responsibilities: Working with customers to identify the internet problems and advising on the solution. Logging and keeping records of customer inquiries. Working with field engineers to visit customers if the problem is more serious.
Aug 2011 - Aug 2012

Customer Care

Etisalat Project, Etisal International Contact Center.
Customer Care" Technical Support" Department Responsibilities: Working with customers to identify the internet problems and advising on the solution. Logging and keeping records of customer inquiries. Working with field engineers to visit customers if the problem is more serious.
Jul 2009 - Aug 2009

Training in IT Department 

Concorde El-Salam Hotels.
Training in IT Department at Responsibilities: Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware Respond to queries either in person or over the phone. Maintain daily performance of computer systems. Install, modify, and repair computer hardware and software. Clean up computers. Run diagnostic programs to resolve problems. Resolve technical problems with Local Area Networks(LAN), Wide Area Networks(WAN), and other systems. Install computer peripherals for users.
Jul 2009 - Aug 2009

Concorde El-Salam Hotels.

Concorde El-Salam Hotels.
Training in IT Department at Responsibilities: Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware Respond to queries either in person or over the phone. Maintain daily performance of computer systems. Install, modify, and repair computer hardware and software. Clean up computers. Run diagnostic programs to resolve problems. Resolve technical problems with Local Area Networks(LAN), Wide Area Networks(WAN), and other systems. Install computer peripherals for users.
Jul 2009 - Aug 2009

Concorde El-Salam Hotels.

Concorde El-Salam Hotels.
Training in IT Department at Responsibilities: Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware Respond to queries either in person or over the phone. Maintain daily performance of computer systems. Install, modify, and repair computer hardware and software. Clean up computers. Run diagnostic programs to resolve problems. Resolve technical problems with Local Area Networks(LAN), Wide Area Networks(WAN), and other systems. Install computer peripherals for users.