Looking for a job

Mohamed Hassan

@mohamedhassan25

Reporting, MIS and performance supervisor at Telecom Egypt “WE,” leading decision-support analysts and developing BI solutions.

Egypt

Message

At Telecom Egypt “WE,” I lead a team of decision support analysts and design and implement data analysis and business intelligence solutions. I prepare performance reports and help business owners identify the causes of performance issues.

As a Reporting, MIS, Planning & Performance Senior Analyst at Xceed, I analyzed operational data, maintained data systems, and prepared reports for business and management needs. I also supported ad-hoc dashboard requests and reporting performance improvements.

Earlier, as a Reporting, MIS, Planning & Performance Analyst at Xceed, I analyzed trends and produced operational reports. Before that, as a WFM Real-Time Analyst, I monitored traffic and staffing plans and reported on operational performance.

I started at Xceed as a Back Office Agent and Customer Care Agent on the Telecom Egypt project, supporting landline and internet customers and handling service tickets. I hold a Bachelor of Commerce from Ain Shams University and a certification in Data Analysis using Excel and Power BI.

Experience

Work history, roles, and key accomplishments

Current

Reporting, MIS, Planning & Performance Supervisor

Current

Telecom Egypt

Jan 2021 - Present (5 years 9 months)

Leads a team of decision support analysts to prepare timely performance reports and support data-driven decisions. Designs and implements BI solutions and ensures SLA compliance for ad-hoc reporting requests.

Data Analysis Business Intelligence Power BI Excel SLA Management Team Leadership Stakeholder Engagement Data Modeling Trend Analysis KPI Tracking Process Optimization CRM Systems WFM Tools

Reporting, MIS, Planning & Performance Senior Analyst

Xceed

Jan 2017 - Dec 2021 (4 years 11 months)

Prepared monthly variables for all lines of business and communicated with operations for business reviews. Managed data gathering, analysis, and generation of daily, weekly, and monthly operational reports.

Data Analysis Reporting MIS Excel Power BI Database Management Dashboard Creation Performance Optimization SLA Management

Reporting, MIS, Planning & Performance Analyst

Xceed

Jan 2013 - Dec 2017 (4 years 11 months)

Identified abnormal trends and provided recommended actions. Gathered and analyzed data to generate operational reports and maintained management reports and dashboards.

Data Analysis Reporting MIS Excel Power BI Database Management Dashboard Creation Performance Optimization

WFM Real-Time Analyst

Xceed

Jan 2009 - Dec 2013 (4 years 11 months)

Oversaw inbound and outbound traffic, ensuring staffing plans were executed and escalated irregularities. Tracked staff performance and adherence, and delivered regular reports on operational performance.

Workforce Management Real time Monitoring Data Analysis Reporting SLA Management Process Improvement

Back Office Agent

Xceed

Jan 2007 - Dec 2009 (2 years 11 months)

Resolved escalated technical and administrative tickets for landline and internet services, adhering to SLAs. Ensured CRM data integrity and collaborated with technical teams to resolve service disruptions.

CRM SLA Management Technical Support Documentation Communication Skills

Customer Care Agent

Xceed

Jan 2004 - Dec 2007 (3 years 11 months)

Delivered high-volume front-line support for landline and high-speed internet services, achieving high customer satisfaction. Managed inquiries and logged detailed interactions for seamless hand-offs.

Customer Service Problem Solving Documentation Communication Skills