ISLAM YOUSSEF

Accomplished Senior Data Analyst and Workforce Planning & MIS Lead with 10 years of experience across multinational telecommunications and real estate sectors. Expertise in data analytics, customer support, administrative tasks, and performance management. Proficient in leveraging MS Office 365, Excel (VBA), SQL, BI tools, Python, Power BI, Tableau, SharePoint, and Salesforce to develop insightful analytical reports and dashboards that drive informed business decisions. Known for exceptional attention to detail, the ability to analyze complex data sets, and advanced problem-solving skills. Skilled in managing multiple projects and collaborating with cross-functional teams to ensure timely and impactful results. A highly motivated self-starter with a proven track record of exceeding expectations and driving business growth through data-driven strategies.

• Designed and deployed a SharePoint Sales Matrix to provide online access to hardware and plan details, replacing Excel files and resulting in an 82-second reduction in average call handling time.
• Developed a support module for the workforce department to tackle service-level challenges during Ramadan, leading to an 8% improvement in SLA performance.
• Reduced shrinkage percentage from 26% to 22% by implementing new processes and improving interdepartmental communication for leave reservations, resulting in a 15% decrease in early leave hours for all call center agents.