Ahmed Humida

Experienced professional with a strong background in optimizing logistics, supply chain, and operations. Skilled in utilizing data analysis, systems integration, and process improvement methodologies to drive efficiency and achieve superior outcomes. Proficient in Power BI, Zoho CRM, Azure, and Lean Six Sigma. Actively seeking a challenging role that allows contribution to innovation and strategic advancements.

• IT Incident Tracking Dashboard (Power BI): Automated IT failure tracking, reducing response time by 90% and providing critical insights into system performance.
• Real-Time Customer Flow Dashboard (Grafana): Designed and implemented a real-time dashboard to monitor customer flow and SLAs, enabling proactive resource management.
• eBay Seller Power BI Optimization: Developed automated Power BI reporting and pricing strategies for an eBay seller, resulting in increased sales.
• Contractor IVR Request Status Notification: Co-developed an IVR Based notifications for Contractors
• Refund System Reengineering: Led the redesign of the refund transaction process, significantly improving customer satisfaction.
• Power BI Automated Outbound Campaign Reports: Built a Power BI automation for CRM outbound campaigns, identifying targeted customers.

• Digital channels daily reporting KPI's, Abu Dhabi, Abu Dhabi, United Arab Emirates, Senior quality assurance analyst, 05/01/22, 07/01/22, Built a fully automated Power Bi dashboard/solution capturing IT failure incidents throughout the department, which further calculates instantly MTTR, MTTA, MTTF, WMH lost and associated costs. The extension of the project includes incorporation of WMH's required to all customer engagement channels (Contact centre channels, support operations, and branches)., Enabled dynamic data insights empowerment to end users using Power BI which eventually encouraged the increased use of data as a decision influencer. Included training staff in power bi access to source data and report building collaboration.
• Real time (1 second refresh rate) Main control room dashboard, Abu Dhabi, Abu Dhabi, United Arab Emirates, Senior quality assurance analyst, 06/01/21, 06/01/22, Developed a granular level descriptive real time dashboard that showcases customer flow through all digital channels and calculates in real time forecasts, order volume Impact, expected waiting times, WIP, and SLA win/loss scoring probability., The end objective is to decrease the load on operations supervisors where fast decision making is required.
• Contractors contact centre IVR request status notification, Abu Dhabi, Abu Dhabi, United Arab Emirates, Senior quality assurance analyst, 08/01/21, 06/01/22, Develop IVR case status notification for ADDC contractor/consultant customers using a light load and simple method of API connection.