GZAW ABDELMONEM
Bardo
Summary
With 2 years of experience as a real-time data analyst and a background in customer service roles, I offer a unique perspective that blends analytical skills with a deep understanding of customer behavior. My expertise lies in leveraging data to drive customer-centric strategies, making me a valuable asset in any team focused on delivering exceptional customer experiences. In the role of Facilities Manager, I aim to apply these skills to ensure the smooth and efficient operation of facilities, creating a safe and comfortable environment for all occupants. My analytical approach will help optimize resources and enhance the overall facility management strategy, contributing to a positive experience for both internal and external stakeholders.
Overview
2
2
years of professional experience
Work History
Real Time Analyst
Lycamobile
Tunisia
01.2022 - Current
- Monitoring and Reporting: Monitored real-time data streams for trends and anomalies, created reports and dashboards for stakeholders, improving data accuracy by 20%.
- Data Analysis and Insights: Analyzed real-time data to extract meaningful insights and trends, aiding decision-making and developing a real-time dashboard that reduced incident response time by 15%.
- Process Optimization: Developed strategies to optimize data collection, processing, and visualization for improved operations.
- Implemented process improvements that led to increased agent availability during high-demand periods.
- Developed comprehensive reports to inform decision-making, highlighting trends and opportunities for improvement.
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
Customer Service Specialist
Assist Digital
05.2023 - 09.2023
- Customer Support: Provided exceptional customer support via phone, email, and chat to resolve inquiries and issues promptly, achieving a 85% customer satisfaction rating.
- Problem Resolution: Addressed customer complaints effectively, ensuring satisfaction and loyalty, and reducing average handling time by 10%.
- Product Knowledge: Demonstrated a deep understanding of Booking.com's products and services, providing accurate information and recommendations.
- Improved first-call resolution rates by actively listening to customer needs and offering appropriate solutions based on their unique situations.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Customer Service Representative
Lycamobile
08.2022 - 10.2023
- Customer Assistance: Supported customers with products, services, and account inquiries through phone, email, and chat, increasing customer retention by 12%.
- Issue Resolution: Resolved customer complaints and issues efficiently to ensure satisfaction and retention.
- Sales Support: Assisted customers with purchases, upselling when appropriate, and promoting loyalty programs, exceeding sales targets by 15%.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Education
BBA - Public Law
University of Law And Political Science of Sousse
Sousse, Tunisia06.2018
High School Diploma -
IBN RACHED HIGH SCHOOL
Gafsa, Tunisia06.2010
Skills
- Excel
- Power BI
- SQL
- Python
- Teamwork
- Time Management
- Leadership
- Effective Communication
- Critical Thinking
- Budgeting and financial management
Hobbies and Interests
- Reading
- Watch Anime
- Football
Languages
Arabic
Native language
English
Advanced
C1
French
Upper intermediate
B2
Timeline
Customer Service Specialist
Assist Digital
05.2023 - 09.2023
Customer Service Representative
Lycamobile
08.2022 - 10.2023
Real Time Analyst
Lycamobile
01.2022 - Current
BBA - Public Law
University of Law And Political Science of Sousse
High School Diploma -
IBN RACHED HIGH SCHOOL