Houssein Mohammed Abdillahi
Abu Dhabi
Summary
Experienced Workforce Real Time Analyst with 8+ years in call center operations. Skilled in realtime traffic management, ad hoc reporting, schedule optimization. Improved service levels through proactive scheduling and one-call resolutions, driving high customer satisfaction.
Overview
8
8
years of professional experience
Work History
Workforce Management Analyst
ADIB
Abu Dhabi
01.2019 - Current
- Managed real-time inbound call across multiple contact center locations
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business
- Prepared and maintained reports, dashboards and monthly packages
- Optimized schedules, forecasts and other tools to present to management
- Set and adjusted to schedules to maintain optimal coverage and service levels
- Managed overtime, shift swaps, breaks and PTO requests
Call Center Agent
ADIB
Abu Dhabi
05.2017 - 01.2019
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses
- Resolved concerns with products or services to help with retention and drive sales
Education
BBA - Business Management
Western Global University
Skills
- Cloud Based Platforms
- CRM Integration
- Data Analysis and Reporting
- Process Automation (RPA)
- Real Time Monitoring Tools
- Reporting Automation
- Scheduling and Forecasting Tools
- Time Tracking Systems
- Workforce Analytics
- Workforce Optimization Software
- Analytical Thinking
- Attention to Detail
- Communication Skills
- Customer-Centric Approach
- Leadership & Mentoring
- Problem-Solving
- Project Management
- Team Collaboration
Projects
Introduction of Chat Services
Contributed to the implementation of automated and human chatbot services for ADIB clients, improving customer service and user experience. Worked with teams to create AI solutions, supported seamless chatbot integration, monitored performance to suggest improvements, and assisted in training AI models for a combined chatbot and human support system.
Timeline
Workforce Management Analyst
ADIB
01.2019 - Current
Call Center Agent
ADIB
05.2017 - 01.2019
BBA - Business Management
Western Global University
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