Fatima Mohammed Hassan Ali

Created various Excel documents to assist with pulling metrics data and presenting information to the management for providing the best view to improve the day/Month performance.

• Created PPT to show the data as tends graphs and chart to be easy to understand and actionable.
• Identified and documented detailed business rules and use cases based on requirements analysis.
• Monitor individual and team performance and ensure that the KPI met to achieve customer satisfactions and tram work.
• Performs adhoc reports that required from the management , leaders to provide the best suggest to solve any problem, or to provide the best improvement plan.

• Workforce Management on call volume,forecasting,recourse capacity and efficient stuff scheduling to optimal coverage and meet the service level target.
• Document and perform reports related to time recording attendance, employee requests to manage the the day/month.
• Oversaw HR needs for employee record such as annual leave, sick leave,attendance ..etc.
• Managed shift swaps, breaks and PTO requests provided by the employees .

Performed system analysis, documentation, testing, implementation and user support for end user.

• Minimize the use of the excel sheets to collect the customer information by using the new website which was was build step by step with the vendor:
• Build the layout of the website, create the pages,forms and database. - Link the forms with each other to provide the flow of the lead.
• Managed the website to get the best way of automation.
• Generated required reports and dashboards to provide the correct view to be sure that the target met.
• Improved systems with addition of new features, requirements and information need to be update or change.
• Provided client support on system operation and troubleshooting.

Maintained set of customer data to defined the benefits for the customers

• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Delivered services to customer locations within specific timeframes.

• Handling calls regarding customer issues.
• Solve the customer issues.
• Handling the objection and provide the correct in formation to the customer.
• Help the colleague to fine solution for the customer.

Dealing with SMS system to:

• Add new users to the system used. - Prepare API account.
• Handling live chat.
• Handling Calls related to customer issues.
• Add credit / Debit from customer account.
• Preparing invoices, quotations as requested from the customer.

• Learn how to do troubleshooting for PC software and hardware component.
• Learn how to format PCs and Laptops using long term and short term ( image).
• Learn how to develop a system fingerprint devices that used in the ministry.