# mohamed shebl

mohamed shebl is a remote worker on Himalayas, Real-Time Analyst at Sutherland, based in Egypt.

Source: https://himalayas.app/@mohamedshebl

```text
Real-Time Analyst at Sutherland managing intraday performance for 1,500+ agents across two accounts and four sites.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Egypt |
| Authorized to work in | Egypt |
| Salary expectations | 60k+ USD |
| Job categories | Real Time Analyst, Workforce Management Analyst |
| Skills | Real time Analysis, Intraday Management, Workforce Management, Schedule Adherence, Service Level Agreements, Volume and Trend Analysis, Staffing Planning, Root Cause Analysis, KPI Reporting, Performance Reviews, New Account Launches, Verint, NICE IEX, Amazon Connect, Twilio Flex |
| LinkedIn | https://linkedin.com/in/mohamed-shebl95 |

## About

```text
At Sutherland, I monitor real-time performance for 1,500+ agents across two accounts, four sites, and three countries. I adjust schedules and staffing to meet service-level targets while maintaining adherence and keeping abandon rates below target.

I supervised the launch of a 100-agent account across three lines of business, developing staffing plans and a mitigation plan for launch risks with the client and operations. I also handle client escalations and present performance in client reviews.

I analyze volume patterns to support forecasting and staffing decisions, build intraday and end-of-day reports and dashboards, and run root cause analysis on revenue and performance leaks. I’ve also led migrations to new WFM and reporting tools.
```

## Experience

### Real-Time Analyst (current)

[Sutherland](https://himalayas.app/companies/sutherland). Jun 2024 - Present

```text
Monitors call volumes, schedule adherence, and service level in real time for 1,500+ agents across 2 accounts, 4 sites, and 3 countries. Supervised the launch of a new 100-agent account and led WFM tool migrations.
```

Skills: Verint, NICE-IEX, Amazon-Connect, Twilio-Flex, ICabbi-Wallboard, Real-time-Analysis, Intraday-Management, Adherence, Service-Level, Volume-Analysis, Trend-Analysis, Staffing-Planning, Root-Cause-Analysis, KPI-Reporting, Performance-Reviews, Excel, Google-Sheets, Looker, PowerPoint

### Customer Service Representative

[Sutherland](https://himalayas.app/companies/sutherland). Jul 2021 - Jun 2024

```text
Resolved customer inquiries and technical issues across multiple support channels with a 90% CSAT score. Maintained accurate customer records and case history in Salesforce, Zendesk, and TOM.
```

Skills: Salesforce, Zendesk, TOM, Customer-Service, Technical-Support, CSAT, Case-Management

## Education

### Higher Institute for Computers & Information Systems (HICIS)

Bachelor of Science, Management Information Systems

```text
Earned a Bachelor of Science in Management Information Systems in 2021.
```

### Advanced Microsoft Excel for Data Analysis

Advanced Microsoft Excel for Data Analysis, Data Analysis

```text
Completed a certification in Advanced Microsoft Excel for Data Analysis.
```

### Customer Experience (CX) Fundamentals

Customer Experience (CX) Fundamentals, Customer Experience

```text
Completed a certification in Customer Experience (CX) Fundamentals.
```

## Tech stack

- Amazon Connect
- Salesforce
- Zendesk
- Google Sheets
- Looker Studio

To contact mohamed, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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