Samah Ezzat is the Head of Workforce Management at Serco and a certified data science professional with extensive expertise in workforce management. At Serco, Samah currently leads strategic workforce management initiatives across various service sectors, focusing on optimizing forecasting, real-time management, and scheduling. Previously, in roles including Customer Service Analyst and Trainer at DHL Express, Samah developed strong leadership and analytical skills that contributed to enhanced service delivery and process efficiency. Samah's early career included a position as a Professional Services Engineer at Egypt Trust, where they provided post-sales support and technical advice. With a Bachelor's Degree in Electronics and Communications Engineering, Samah is dedicated to continuous knowledge growth and leveraging workforce insights for improved customer satisfaction.
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