Mohamed Tag

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Sr Data Analyst

Tamara|

Jul 2024 - Current (1 year 7 months)

• Work closely with stakeholders to redesign the CX KPIs' logic and definitions to match the company's goals. • Design health queues to monitor customers' ticket journeys from creation till closure to determine the missing actions from the operations teams. • Build required reports to audit CX processes to spot the current gaps in the existing processes. • Conduct RCA to identify improvement opportunities and provide data-driven solutions to enhance teams' performance. • Suggest system changes and provide best practice solutions to improve team capacity and align with company targets. • Build a process for releasing third-party invoices every month and build a required dashboard to automate the final payout to avoid mistakes made by m

Customer Experience Manager

Bosta

Mar 2024 - Jun 2024 (4 months)

• Manage two teams of 15 members (investigation and delivery experience). • Decreased ticket resolution time from 4 days to 8 hours by changing DXP validation routines from manual to automated processes. • Reduced fake calls by 40% by creating DA house rules using delivery agent attempt data to automate the validation results. • Participated in designing the investigation's playbook with the Business Excellence and Operations teams. Tools: Excel – Python – Jupyter Notebook – SQL

Regional Performance Analyst

Jumia Group

Sep 2021 - Feb 2024 (2 years 6 months)

• Develop and design KPIs & SOPs to enhance operational efficiency, reducing system inefficiencies by 25%. • Contributed to redesigning the Sorting Center layout by establishing the necessary metrics to evaluate team performance before and after the change. • Audit shipping rules by building a dashboard to identify uncovered cities and improve last-mile coverage by 10%. • Conducted LM hub rationalization by analyzing performance metrics (location, volume, cost) to optimize regional logistics coverage. • Maximize truck space utilization and reduce logistics costs by 15%. • Collaborated with the operations team to implement corrective measures, decreasing Jumia's customer & logistics losses by 10%.

Business Intelligence Analyst

Jumia Egypt

Sep 2018 - Aug 2021 (3 years)

• Designed and maintained operational scorecards (Network, Last Mile, Warehousing, Fulfillment) to track weekly performance. • Developed weekly performance reports for FDD, REV & VP flows, enabling data-backed operational decisions. • Analyzed Failed Delivery & Customer Return Reasons by identifying key trends and presenting actionable insights to stakeholders. • Audited fulfillment & logistics non-compliance actions and flagged them to CS, CXP, and VSC teams to mitigate operational risks. • Collaborated in designing the Cancellation Pickup Process, aligning it with CX expectations and KPIs. • Built monitoring queues (WH, AS, NW, LM) for FDD, REV, & VP flows to improve visibility into bottlenecks. • Built on-time reports to monitor t

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Business Analyst

Al Bassami International Group

May 2017 - Aug 2018 (1 year 4 months)

• Led stakeholder meetings to gather business requirements, translating them into functional specifications and technical solutions. • Documented business processes using BPMN, user stories, and process maps to align cross-functional teams. • Designed detailed system solutions via SRS, mockups, and business scenarios to guide development. • Partnered with developers to prioritize feature modifications, ensuring alignment with business needs. • Acted as a focal point between business and IT teams, clarifying requirements and resolving ambiguities during implementation.

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Data Analyst

Aglan SA De CV

Aug 2014 - Apr 2017 (2 years 9 months)

• Reviewing shopping and purchase trends of the company's consumer base and target demographic. • Prepare and submit daily/weekly reports based on the collected data and their conclusions to top management. • Participate in advising on ways to improve a company's profitability. • Flagging with the inventory team top SKUs sold weekly to validate their stocks. • Creating documentation/wireframes for a wholesale website to increase company revenue. Tools: Excel SQL Google Analytics – HubSpot –

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