Nada Elsawy

Technical Specialist with a proven track record in telecom, back-office support, financial analysis, and customer experience. Recognized multiple times for quality excellence, achieving FCR rates above 76% and NPS above 80% monthly. Skilled in stakeholder management, data visualization, financial forecasting, and process optimization.

Adept at bridging technical expertise with customer-focused and business support solutions. Seeking to transition into IT and business roles to leverage analytical, leadership, and project management strengths.

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

Bachelor of Education in Education – Suez University (2017-01 – 2021-01)

Diploma in Psychology – Suez University (2021-01 – 2022-01)