Asmaa Ashraf

Background

About Asmaa Ashraf

Workforce Management Specialist (RTM)With a strong background in real-time monitoring, skill allocation, and SLA optimization across multiple countries. Currently working at **Careem**.I manage real-time performance and service levels across diverse regions, including *KSA, UAE, Egypt, Jordan, Iraq, Pakistan, Bahrain, Qatar, and Kuwait**.My role involves:Monitoring voice and non-voice queues to ensure SLA targets are consistently met.Escalating any out-of-adherence cases to RTM leads promptly.Managing and adjusting agent skills dynamically based on real-time volume (e.g, adding KSA queues to trained agents in Egypt or Jordan).Generating and analyzing hourly SLA reports to drive decision-making on skill distribution and resource utilization.Supporting both **ride-hailing and delivery operations**, ensuring smooth performance across Careem’s core business units.I bring over 5 years of experience at Orange, including 3 years in customer service and 2 years as a **Shift Manager** where I was responsible for handling escalation cases. I also worked as a **Back Office Agent** for corporate sales, managing contracts and serving multiple high-profile companies.At Careem, my journey included:Working closely with captains and later transitioning into **consumer care and corporate support roles**.Acting as a **Team Leader and Shift Manager**, leading by example and ensuring top-tier customer satisfaction.Earning a senior position within the **Workforce Management team**, where I’ve built a solid foundation in real-time operations and workforce strategy.Now, I’m looking forward to deepening my expertise in **RTM and Workforce Management**, and contributing to data-driven, scalable solutions that enhance operational efficiency and customer experience.