Monther Al-Fares
Raleigh,NC
Summary
Senior data analyst with strong analytical skills, adept at leveraging advanced statistical tools and data visualization techniques to drive business insights. Proven track record of collaborating with cross-functional teams to deliver actionable results, adapting seamlessly to evolving project requirements. Known for reliability, critical thinking, and ability to translate complex datasets into strategic recommendations.
Overview
14
14
years of professional experience
Work History
SENIOR DATA ANALYST
THE PALESTINIAN FUND FOR COMPENSATING ROAD ACCIDENT VICTIMS
09.2020 - Current
- Managing master data, including creation, updates, and deletion
- Managing users and user roles
- Provide quality assurance of imported data, working with quality assurance analysts if necessary
- Commissioning and decommissioning of data sets
- Processing confidential data and information according to guidelines
- Helping develop reports and analysis
- Managing and designing the reporting environment, including data sources, security, and metadata
- Supporting the data warehouse in identifying and revising reporting requirements
- Developed complex SQL queries to analyze large datasets for trends and insights
- Created data visualizations in Tableau to present findings to stakeholders
- Performed statistical analysis on customer data to identify patterns and correlations
- Designed, developed and implemented ETL processes for data integration from multiple sources
- Established KPI metrics and monitored performance of data analysis projects
JUNIOR DATA ANALYST
BAITY REAL ESTATE
09.2018 - 08.2020
- Data analyst regarding SM traffic and improving conversion rate
- Reporting
- Infrastructure overhauls
- Developed data models and databases to store, analyze and manipulate large datasets
- Conducted research and analysis to identify trends and patterns in raw data sets
- Identified areas for improvement by analyzing existing processes and procedures
- Built dashboards with Tableau to monitor key performance indicators
- Developed SQL queries to extract insights from large datasets stored in a relational database management system
- Provided technical support to users of analytical tools such as Excel, Tableau, Power BI, and SAS
CUSTOMER SERVICE SUPERVISOR
OOREDOO
04.2018 - 01.2019
- Supervised and trained customer service staff to ensure excellent customer service delivery
- Provided guidance and support to junior customer service representatives, including coaching and mentoring
- Monitored customer service performance, such as call response times, resolution rates, and customer satisfaction ratings
- Identified areas of improvement in the customer service process and developed strategies to address them
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers
- Maintained accurate records of customer interactions for future reference
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers
- Implemented programs designed to increase employee engagement within the team
Project Manager
JOLLYCHIC
01.2017 - 03.2018
- Supervised and trained customer service staff to ensure excellent customer service delivery
- Identified areas of improvement in the customer service process and developed strategies to address them
- Created reports on daily, weekly, monthly basis related to customer service activities
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents
- Evaluated employee performance reviews based on specific criteria set forth by management
- Implemented programs designed to increase employee engagement within the team
- Assisted in developing training materials for new hires as well as existing employees
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department
- Organized special events such as webinars or live Q&A sessions to provide additional support for customers
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Identified plans and resources required to meet project goals and objectives.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Enhanced team performance with targeted training programs, addressing skill gaps and promoting professional development.
SALES REPRESENTATIVE
H&M
01.2015 - 03.2016
- Interact with customer in the store by giving advise which the best product for the customer giving a good product image
- Developed and maintained relationships with existing clients to ensure customer satisfaction
- Generated new sales leads through cold calling and networking activities
- Conducted market research to identify potential customers and their needs
- Organized client visits, presentations, product demonstrations and trade shows
- Analyzed customer feedback to improve products and services
EVENT ORGANIZER
WATEN GROUP
01.2013 - 01.2014
- Planning and coordinating the events including budgeting, scheduling, site selection, acquiring necessary permits, coordinating transportation and parking, arranging for speakers or entertainers, arranging decor, event security
- Developed event plans, timelines and budgets
- Organized meetings with vendors to discuss event requirements
- Coordinated venue logistics such as seating arrangements, audio-visual needs, catering services and decorations
- Assisted in creating promotional materials for events
CUSTOMER SERVICE AND SOCIAL MEDIA MARKETING
ZAIN
01.2011 - 02.2013
- Helping clients with any technical problem that they have given solutions and information through social media advertising and marketing new offers and planning events
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Demonstrated leadership by making improvements to work processes and helping to train others
- Prioritized and organized tasks to accomplish service goals
- Identified needs of customers promptly and efficiently
- Assisted with customer requests and answered questions to improve satisfaction
- Provided excellent service and attention to customers when face-to-face or through phone conversations
Education
MASTER OF SCIENCE - MANAGEMENT INFORMATION SYSTEMS
HASSELT UNIVERSITY
01.2015
BACHELOR OF SCIENCE - MANAGEMENT INFORMATION SYSTEM
PRINCESS SUMAYA UNIVERSITY
01.2010
Skills
- Power BI Expert
- SQL
- Product development
- Competitive Analysis
- Workflow Analysis
- Business Analysis
- REPORTING
- TEAM MANAGEMENT
- Information Processing
- KPI Tracking
- System Development
- Data quality assurance
- Predictive analysis
- Data Mapping
Languages
Arabic
Native or Bilingual
English
Full Professional
Timeline
SENIOR DATA ANALYST
THE PALESTINIAN FUND FOR COMPENSATING ROAD ACCIDENT VICTIMS
09.2020 - Current
JUNIOR DATA ANALYST
BAITY REAL ESTATE
09.2018 - 08.2020
CUSTOMER SERVICE SUPERVISOR
OOREDOO
04.2018 - 01.2019
Project Manager
JOLLYCHIC
01.2017 - 03.2018
SALES REPRESENTATIVE
H&M
01.2015 - 03.2016
EVENT ORGANIZER
WATEN GROUP
01.2013 - 01.2014
CUSTOMER SERVICE AND SOCIAL MEDIA MARKETING
ZAIN
01.2011 - 02.2013
BACHELOR OF SCIENCE - MANAGEMENT INFORMATION SYSTEM
PRINCESS SUMAYA UNIVERSITY
MASTER OF SCIENCE - MANAGEMENT INFORMATION SYSTEMS
HASSELT UNIVERSITY
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