Hazem Gamal

In this role, I was responsible for addressing customer concerns related to billing inquiries at Vodafone Ireland. I provided support to customers by resolving their issues and ensuring their satisfaction with the services provided.

In this role, I was responsible for addressing customer concerns related to billing inquiries. I provided support to customers by resolving their issues and ensuring their satisfaction with the services provided. My duties included handling billing-related questions, assisting customers with complaints, and ensuring that all inquiries were addressed promptly and effectively.

1- Forecasting: I was responsible for analyzing historical data and trends to forecast future call volumes and staffing requirements accurately.

2- Scheduling: I created and managed employee schedules to ensure accurate coverage during peak hours while optimizing resources efficiently.

3- Real-Time Monitoring: I monitored real-time adherence to schedules, making adjustments as needed to maintain Service levels, LCR, Utilization and efficiency.

4- Reporting and Analysis: I generated reports to the top management on key performance indicators such as service level, average handle time, and forecast accuracy to identify areas for improvement.

5- Collaboration: I collaborated with various departments such as operations, HR, and IT to align workforce management strategies with business goals.

6- Training and Development: I participated in training sessions for staff on WFM tools and best practices to enhance overall performance.

7- Continuous Improvement: I proactively identified opportunities for process improvement and implemented changes to optimize workforce efficiency.

8- Compliance: I ensured compliance with labor laws, company policies, and industry regulations related to workforce management practices.

• As a freelancer I was responsible for analyzing online data by evacuation a huge amount of voice records to be ready to use for AI development projects
• Develop the voice browsing technology for a famous Chinese websites such as (Baidu, Huawei assistant)

As a Workforce Manager at Cxperts, a company in the customer service industry, my role was crucial in ensuring the efficient operation of the workforce to meet the demands of the business. My duties encompassed a wide range of responsibilities aimed at optimizing workforce performance and enhancing customer satisfaction.

I graduated from the Faculty of Commerce at Cairo University with a C degree in Human Resources. During my studies, I also took courses in accounting, marketing, finance, insurance, and information technology.

This diverse educational background has equipped me with a well-rounded understanding of various business disciplines, allowing me to approach challenges from different perspectives and contribute effectively in a professional way.