Resume Customer Service Specialist in Egypt Cairo

Team Leader, First Class Back Office (high value segment) Customer Care Dpt. From July 2012 till present (Mobinil/Orange). • Manage the daily operations to ensure achieving departmental & team objectives. • Handle internal and external customers over phone and by email. • Handle external customers’ requests and complaints and provide the best quality of service. • Handle external customer’s churn and offer retention/compensation to ensure satisfaction and business continuity. • Communicate with all stakeholders across the organization to ensure resolving any escalated issues and ensure successful operations. • Interface with official bodies such as Telecom regulator and Consumer Protection Authority, to apply guidelines and handle received complaints. • Interface as a focal point with Process/Projects teams to assess and monitor pre-launch and post-launch activities to ensure projects successful launch and implementation. • Set performance targets and KPIs. • Review competencies and setting PDPs - Personal development plans. • Share and discuss appraisal results with direct reports and complete the performance management process. • Participate in resources management, scheduling and headcount forecast. • Check process and report problems/issues that need process enhancement. Back Office Sr. Specialist. From January 2011 till July 2012 (Mobinil). First Class Sr. Specialist. From April 2009 till December 2010 (Mobinil). First Class Specialist. From February 2008 till March 2009 (Mobinil). Rotations in Mobinil: • CRM Operation Support Team, April 2010 - June 2010. • Complaint Handling Team, July 2007 - October 2007. Customer Service Representative. From December 2006 till February 2008 (Mobinil). Customer Service Representative. From April 2006 till December 2006 - (Vodafone). Publishing specialist. From March 2003 till March 2006 - (Arab Nile Group publishing house).

Bachelor of Accounting, Faculty of Commerce, Ain Shams University May 2001, GPA: Pass. Cambridge International Diploma in Business (Advanced Leve, grade: Merit), May 2015. • Business Organisation and Environment (Pass) • Effective Business Communication (Distinction) • Marketing (Merit) • Human Resource Management (Merit)

• Management Fundamentals • Performance Management • Business Writing • COPC certificate • Personal Effectiveness • Leadership, Communication & Interpersonal Skills workshop • Human Resource Management certificate • IBM certified in Small Business

Arabic English

Date of Birth: 26th April, 1977 Nationality: Egyptian Marital Status: Single