International Technical Specialist, Ireland Account at VOIS (2022-01 – Present)
Technical specialist managing customer support for Ireland account with focus on quality excellence and team leadership.
- Achieved FCR >76% and NPS >80% monthly, consistently surpassing KPIs
- Winner of 6x Quality Excellence Awards and 5x seasonal performance awards (Gold & Silver)
- Acted as Team Leader Delegate, managing escalations, complex orders, and call listening reviews
- Conducted 15+ knowledge sessions, mentoring and onboarding new agents, reducing ramp-up time
- Authored knowledge base articles, ensuring accuracy and accessibility for 50+ team members
Customer Resolution Specialist at Vodafone (2024-01 – Present)
Managed high-level customer escalations, agent coaching, and process improvement initiatives.
- Managed high-level customer escalations, improving case resolution speed by 25%
- Coached and evaluated agents, boosting NPS and FCR scores across the team
- Facilitated learning sessions, aligning the team with Vodafone's culture and compliance standards
- Delivered advanced reporting using Excel & PowerPoint for leadership decision-making
- Acted as SME for high-level cases, guiding agents and partnering with cross-functional teams to resolve recurring issues
- Conducted trend analysis to identify service gaps, recommending process improvements that reduced repeat escalations
- Built trust with customers by turning escalations into positive experiences, driving loyalty and retention
Finance Analyst (Budget & Forecasting) at Ministry of Social Solidarity (2021-01 – 2022-01)
Financial analyst responsible for budget planning, forecasting, and back-office support with cross-functional coordination.
- Conducted data collection and analysis, supporting individuals in creating budget plans
- Facilitated awareness sessions for diverse cultural groups, ensuring information was clearly communicated
- Collaborated with business partners to gather budget forecasts and pipeline opportunities
- Reviewed and analyzed forecasted headcount, OPEX, volumes, and revenues during budget cycles
- Monitored and challenged cost elements within the P&L to ensure accuracy
- Audited and analyzed business expenditure, conversion rates, and FTE overheads
- Translated complex financial data into clear, actionable insights for senior stakeholders
- Delivered concise presentations to influence decision-making, balancing ambiguity and long-term business strategy
- Ensured budgeted OPEX aligned with actual expenditure, reporting on cost drivers
- Provided full back-office support to sales executives, including contract data gathering and manual scorecard creation
- Processed and verified contracts/documents, ensuring timely follow-up with relevant teams
- Managed service and line activation requests, coordinating with cross-functional teams to meet SLA requirements
- Generated and maintained reports including MTD, activation, suspension, inventory, and store performance
- Acted as the Single Point of Contact (SPOC) for stakeholders, ensuring smooth communication and issue resolution
Data Analytics Consultant at Independent (2020-01 – 2021-01)
Delivered analytical projects with focus on data-driven decision making and business insights.
- Delivered 5+ analytical projects using waterfall methodology, reducing client turnaround by 15%
- Produced detailed reports and dashboards with actionable insights
- Ensured data integrity through validation and quality checks
- Conducted exploratory data analysis to identify trends, patterns, and anomalies for decision-making
- Collaborated directly with clients to define project requirements and align deliverables with business goals
- Presented findings and recommendations to stakeholders in clear, non-technical language
- Supported clients in adopting data-driven decision-making practices
Translator at Freelance (2019-01 – 2020-01)
Professional translation services for business, marketing, and technical content between English and Arabic.
- Translated documents and multimedia (EN ↔ AR) with 100% accuracy and cultural sensitivity
- Managed end-to-end client translation projects, meeting deadlines and quality standards
- Localized content for business, marketing, and technical audiences to ensure cultural relevance
- Maintained glossaries and terminology databases to ensure translation consistency
- Collaborated with international clients, adapting to diverse communication styles and expectations
- Edited and proofread translated material to enhance readability and accuracy
Transcription Service Provider at Freelance (2017-01 – 2019-01)
Transcription and proofreading services for audio projects with high accuracy standards.
- Transcribed and proofread client audio projects with 98%+ accuracy rate
- Managed multiple projects simultaneously, consistently meeting tight deadlines
- Delivered transcripts in client-specified formats (verbatim, edited, time-stamped)
- Handled sensitive information with confidentiality and professionalism
- Improved turnaround efficiency by developing personal workflow and time management systems
- Built long-term client relationships through reliability and consistent quality delivery
