HANY MOHAMED ABD EL MONEM

Address: 27 Tewfik St. Nasser cityCairo, Egypt

Telephone: 20224047793Mobile: 201121544111

Email: hany_mohamed1986@hotmail.com

OBJECTIVE

Seeking a job in a good field that at a reputable company where my back ground and experience can be well utilized

Seeking involvement to join a promising firm to enhance my skills, and gain experience to promote myself in the field of my career and the fields that I took courses on it

EDUCATION

2002-2008 New Cairo Academy Cairo, Egypt For computer science and management technology, information

system Dept. Grade: Fair

SKILLS

COMPUTER SKILLS:Excellent Knowledge of :-

1. Icdl ,It 2. Installation and operation of networks and domestic firms.3. Ride and operation and maintenance of ADSL networks4. Maintenance of all types of Windows.5. Maintenance of software and Hardware.

Very Good Knowledge of :- Power Point , Excel , Outlook

Language Skills: Native language Arabic Very Good command of both written and spoken English

EXPERIENCE

Jan 09_ April 09 Basic Business Skills Acquisition (BBSA) Cairo, Egypt. Sponsored by the Future Generation Foundation (FGF)

Training

Developed Language and Computer skills Enhanced presentation & project development skills

Acquired basic business skills including: marketing, sales, banking, accounting, business correspondence and report writing.

GRP (Graduate Resource Program)

Customer Service track include:

Dale Carnegie Seminar (Communication Skills). World Class Customer Service. Developed and enhance Time Management and work

under pressure Employment qualifier program. Provided by

Westwood for HR & Training

Dec 02 - May 05 IT technical support officers in Brotec .IT Technical support officers responsibility :

 Monitor and maintain the computer systems and networks of an organization. They may install and configure computer systems, diagnose hardware and software faults and solve technical and applications problems, either over the phone or in person. Depending on the size of the organization, a technical support officer's role may span one or more areas of expertise.

Organizations increasingly rely on computer systems in all areas of their operations and decision-making processes. It is therefore usually crucial to ensure the correct running and maintenance of the IT systems.

IT technical support officers may be known by other job titles including help desk operators, technicians, maintenance engineers or applications support specialists. The work is as much about understanding how information systems are used as applying technical knowledge related to computer hardware or software.

Jun 01 - Dec 02 IT technical support officers in Shrok Company. IT Technical support officers responsibility :

Monitor and maintain the computer systems and networks of an organization. They may install and configure computer systems, diagnose hardware and software faults and solve technical and applications problems, either over the phone or in person. Depending on the size of the organization, a technical support officer's role may span one or more areas of expertise.

Organizations increasingly rely on computer systems in all areas of their operations and decision-making processes. It is therefore usually crucial to

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ensure the correct running and maintenance of the IT systems.

IT technical support officers may be known by other job titles including help desk operators, technicians, maintenance engineers or applications support specialists. The work is as much about understanding how information systems are used as applying technical knowledge related to computer hardware or software.

Jul 10 – Jun11 working as enterprise call center representative at Mobinil as contractorCUSTOMER SERVICE REPRESENTATIVE JOB RESPONSIBILITIES:Serves customers by providing product and service information; resolving product and service problems.CUSTOMER SERVICE REPRESENTATIVE JOB DUTIES: Attracts potential customers by answering product and service questions;

suggesting information about other products and services.

Opens customer accounts by recording account information.

Maintains customer records by updating account information.

Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Maintains financial accounts by processing customer adjustments.

Recommends potential products or services to management by collecting customer information and analyzing customer needs.

Prepares product or service reports by collecting and analyzing customer information.

Contributes to team effort by accomplishing related results as needed.

CUSTOMER SERVICE REPRESENTATIVE SKILLS AND QUALIFICATIONS:Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information , Multi-tasking

Jun 11- till Aug 14 working as permanent employee at Enterprise call centre Team Leader with a wide range of experience in the customer service. Able to work on own initiative and as part of a team. Proven leadership skills involving managing, developing and motivating team to achieve their objectives. First-class analytical, design and problem solving skills. Dedicated to maintaining high quality standards

The customer service team leader position is responsible for:providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting the manager with development, analyses and implementation of staffing, training,

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telemarketing, scheduling and reward/recognition programs.Essential FunctionsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.Provides statistical and performance feedback and coaching on a regular basis to each team member.Writes and administers performance reviews for skill improvement.Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.Ensures employees have appropriate training and other resources to perform their jobs.Responds to and resolves employee relations issues expressed by team members.Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.Addresses disciplinary and/or performance problems according to company policy.Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.Works as a member/leader of special or ongoing projects that are important to area/process improvement.Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.Uses appropriate judgment in upward communication regarding department or employee concerns.

- Customer service representative. Program Overview:

The Customer Service Representative Certification introduces the skills and techniques required to provide exceptional customer service and support. It applies to both support center and call center environments. Students will learn call handling best practices; communication and listening techniques; documentation, problem solving and troubleshooting skills; conflict negotiation; and responses to difficult customer behaviors.

Enterprise Call Centre Representative, Customer service

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The job includes also following customer service duties: To resolve the customers' complaints on time Treat the customers as business opportunities Up-selling Mobinil products to maximize the revenue Sell value added services to customers Coordinate with other departments to solve customers'

complaints.Aug 14- till Now working as IT Manager on Masa For External Trading

INTERESTS

Computer and surfing Internet, reading, traveling

PERSONAL INFORMATION

Date of Birth: 7/26/1986Marital status: Married Military Status: exempted

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