Shady Reda

Experience

• 

  Vodafone

  May 2005 - Oct 2022

  • Enhanced workforce performance reporting systems to provide actionable insights to operations and HR teams.• Collaborated on international initiatives to optimize scheduling and performance metrics for high-impact projects.• Played a pivotal role in digital transformation by evaluating and implementing workforce applications for scalability and operational excellence. • Designed a customer care workload forecaster, improving forecast accuracy by 15% and aligning resource allocation with demand.• Optimized employee scheduling, reducing overstaffing and understaffing while enhancing service levels and operational efficiency.• Delivered cross-functional training programs like "Excel for Business Analysis" and "Workforce Career Exploration." • Managed workforce scheduling for Vodafone call centers in Qatar, New Zealand, and Australia, optimizing operations.• Implemented hiring strategies to reduce overstaffing by 4% while maintaining service quality.• Developed performance analysis tools to enhance operational efficiency and ensure consistent service levels across international teams. • Managed premium customers' inquiries and complaints at Vodafone, ensuring high customer satisfaction.• Advised on loyalty programs and recommended next best activities to enhance customer experience.

  • Workforce Performance, Senior Lead

    Dec 2017 - Oct 2022

  • Workforce Scheduling, Senior Lead

    Jul 2015 - Nov 2017

  • Workforce Scheduling Analyst

    Aug 2008 - Jul 2015

  • Customer Care Representative

    May 2005 - Jul 2008
• 

  Vodafone

  Dec 2022 - now

  Workforce Associate Manager

  • Managed leave protocols to ensure compliance with labor laws and HR policies, enhancing employee experience.• Streamlined reporting for leave consumption, no-show follow-ups, and overtime calculations to ensure payroll accuracy and operational goal alignment.• Led digital transformation of workforce systems through initiatives like the Agazaty SharePoint upgrade, enhancing system stability and process efficiency.