Fidaa AbuShunnar

Cleaned and analyzed operational data using SQL/Postgres to feed an n8n + Gemini API automation pipeline, reducing manual review effort by ~80%. Built and maintained real-time Metabase and Power BI dashboards to surface KPIs, SLA breaches, and anomalies for team leads and leadership.

Defined and tracked QA KPIs (Accurate Resolution, Professional Communication, SOP Compliance) against 95% targets across a 17-agent team. Analyzed ~700 reviews per auditor per month to identify performance patterns and coaching opportunities.

Led internal translation and restructuring of Rewaa's Process Guide from English to Arabic. Developed and delivered onboarding programs for 13 new employees across tools and communication standards.

Delivered end-to-end editorial support for academic authors from manuscript submission through book launch.

Delivered structured instruction in JavaScript, React, Node.js, Express, MongoDB, Git, and software architecture across full MERN-stack bootcamp cohorts. Created evaluation rubrics and analyzed cohort performance data to guide coaching decisions.

Taught vocational education and held various roles including community moderator, administrative assistant, marketing manager, and technical support agent.

Currently pursuing the Lean Six Sigma Green Belt certification.

Grade: Very Good, 83.4%

BSc in Electrical Engineering with a focus on Telecommunications, graduated with a grade of Very Good (83.4%).

Completed the Instructional Design & Curriculum Development Program.