Maged Kamal

• Analyzing line of business performance data to enhance the LOB gaps. • Working with several departments to extract insights from qualitative/quantitative data using RCA. • Monitoring and evaluating LOB progress. • Achieving business impact with data that improved performance. • Complete all LOB relevant analysis to make sure it meets our OKRs. • Maintain a database for all data and reports monitored. • Liaising with team leaders and other departments to increase the efficiency of our services. • Brief the team leaders with the gaps of their teams and their points of development. • Preparing PPT to the frequently asked inquires and top call drivers. • Presenting LOB performance at quality monthly business review meetings. • Give new batches training and quality sessions. • Frequently communicate with our HQ to get the latest updates and new tasks.

• Delivering product knowledge training sessions. • Developing onboarding programs for new employees. • Creating training programs to address skill gaps in employees. • Evaluating training progress, track learning curve and implement performance improvement initiatives. • Share trainees’ performance at the monthly business review meeting • Conducting surveys to gauge the effectiveness of training sessions. • Liaising with team leaders and other departments to increase the efficiency of our services. • Frequently communicate with our HQ to get updates and new products info.

• Supporting end users and handle their technical inquiries related to software and hardware issues. • Do the needed scoping to diagnose and identify software and hardware faults. • Searching internal database to provide accurate tech solutions. • Side task - supporting users with their E-commerce, buying and bulk sale process.