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Asmaa Elzomor

@asmaaelzomor

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Data analyst experienced in Power BI, Excel and SQL with strong customer-facing background.

Egypt

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What I'm looking for

I am seeking a data-focused role where I can apply Power BI, SQL and Excel to produce actionable reports, collaborate cross-functionally, and support data-driven decision-making in a dynamic, growth-oriented team.

I am a data-focused analyst with hands-on experience in Power BI, Excel, SQL and data visualization, and a background in customer service within the banking sector. I combine technical data skills with practical business understanding to drive actionable insights and improve reporting.

At CIB I progressed from Contact Center Agent to Senior Agent, handling VIP customers, escalations and complaint investigations while supporting digital process improvements and training new hires. I have earned multiple internal awards and contributed to cross-functional initiatives such as social media moderation and the CIB HUB project.

I hold a Professional Data Analysis Certificate (75 training hours) and certifications in ICDL and leadership preparation; I emphasize data cleaning, modeling and dynamic dashboards to support business decision-making and enhance customer experience.

Experience

Work history, roles, and key accomplishments

Current

Contact Center Senior Agent

Current

Commercial International Bank

Jan 2021 - Present (4 years 8 months)

Senior contact center agent handling Private/VIP wealth and merchant support, led escalations including CBE/chairman cases and improved customer satisfaction through complaint resolution and digital process enhancements. Promoted to Social Media Officer to moderate bank platforms and convert negative feedback to positive, and mentored new hires to improve team performance.

Customer Support Escalation Management Power BI Excel SQL Social Media Moderation Coaching

Education

Degrees, certifications, and relevant coursework

Cairo University, Faculty of Commerce

Bachelor of Commerce, Accounting

Activities and societies: Certifications: ICDL rehabilitation (April 2018); leadership and entrepreneurship courses (2018); Professional Data Analysis Certificate by Machinfy Academy.

Graduated from Cairo University Faculty of Commerce with a focus on accounting in 2019.