abram User
@abramuser
Data Quality & Operations Analyst turning SQL and Power BI into accurate retention insights.
EgyptWhat I'm looking for
I’m a data-focused professional with 2+ years leading retention operations, where I combine hands-on SQL querying, Power BI dashboard development, and Excel modelling to deliver accurate, decision-ready reporting.
I maintain data integrity across high-volume CRM records, then translate operational metrics into structured insights for senior management—ensuring consistency, completeness, and actionable clarity.
At Intelcia, I was promoted to Customer Retention Team Leader within 6 months. I compiled weekly and monthly performance reporting on retention rate, call quality, and CSAT scores, and sustained above-benchmark churn reduction through coached team performance and structured retention workflows.
I also onboarded and trained new agents on CRM tools and retention techniques to reduce ramp-up time, while coordinating cross-functionally with sales and support to align on client needs, renewal timelines, and upsell opportunities.
Experience
Work history, roles, and key accomplishments
Customer Retention Team Leader
Intelcia
Jan 2023 - Jul 2024 (1 year 6 months)
Compiled weekly and monthly reports on retention rate, call quality, and CSAT using MS Excel and Power BI for senior management. Maintained accurate CRM client records, coordinated with sales and support on renewals/upsells, and onboarded new agents on CRM tools and retention workflows.
Inbound Customer Service Agent
Intelcia
Jul 2022 - Dec 2022 (5 months)
Maintained accurate client records in CRM systems and flagged at-risk accounts to the retention team for proactive outreach. Performed high-volume data entry and updates with attention to accuracy while meeting KPIs for response time and satisfaction scores.
Education
Degrees, certifications, and relevant coursework
Cairo University
Bachelor of Commerce, Commerce
2024 -
Enrolled in a B.Com at the Faculty of Commerce, Cairo University (Year 2 of 4), ongoing since 2024.
Dar El Tarbiah School
IGCSE, IGCSE
Completed IGCSE at Dar El Tarbiah School in Cairo in 2023.
Availability
Location
EgyptAuthorized to work in
Job categories
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