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Objective:

Seeking a challenging position in the area of the human resources management with an international organization or with local organization with an international environment whereby I can build upon my Educational background, specialties, Personal skills and previous work experience and my future studies, and contribute to the organization

Key Qualifications:

   Over 3 years Work experience in Human Resources field including Screening and filtering resumes, Conducting interviews, preparation of job descriptions, and turnover report. Conducting, managing & evaluating training programs, including course delivery, material preparation and development, in addition to recruitment and placement activities.

   Over 5 years Work experience In the Customer Service in the Telecommunications industry in the field of the Complaint handling, Loyalty and retention and Outbound campaigns, and Tele-surveys including all the reports and analysis needed.

   Competent of conducting Sales, Telesales and Customer Service training based on 5 years working as a Customer Service Specialist.

   Competent with computer applications: Excel, Power Point and Word.

   Excellent in good time management skills and multi-tasking skills.

   Excellent interpersonal, presentation & communications skills.

   Excellent team player with high energy level.

Educational Background:

   MBA Major Human Resources management from the Arab Academy for Science and Technology 2002 -2004.

   Human Resources Management Diploma from the Arab Academy for Science and Technology 2002 -2003.

   French language Courses in the (Center Français de Culture)

   Managing Quality Service Programs Certificate.

   Project Management at the German Technical Cooperation.

   Bachelor of Commerce – Accounting Section, Ain Shams University - 1995 – 1999.

   General Certificate - 1982 - 1995 - El-Salaam College Language School

Personal Experience:

   Human resources Specialist in the United Brother company which is an art production company form 01/01/2003 Till now, I was Responsible for :

   Recruitment Responsibilities:

Responsible for the recruitment process, screen resumes, interviewing candidates and Selecting the suitable candidates, preparation of job descriptions, job specifications, assist in preparation of the manpower plan, Conducting Exit Interviews and report the result to the HR Director, also coordinating with the personnel and payroll Department for the newly hired employees, resigned or terminated employees.

   Training Responsibilities:

Conduct induction training for new entries in order to enable them to obtain needed soft skills, sales techniques and core products knowledge.

Design, develop and Conduct training packages in Sales, Personal skills, Customer Service to Meet the United Brother needs, prepare training needs assessments in coordination with direct mangers. Coordinate with the direct managers to evaluate the impact of the training on the employees, assist in the training annual plane.

   Administration Responsibilities:

o   Employee Attendance

o   Over Time Sheets

o   Annual and sick Leaves

   Customer service Team Leader in MobiNil Which is Mobile Operator in the Outbound complain handling Department, Loyalty and retention section From: 15/10/2000 Till Now,

   Responsible for Decreasing the Termination of the customers Contract by solving the Customer’s problems and to retain.

o   Design and develop Orientation programs for all the temporally employment.

o   Design and develop Training materials for all the customer service representatives by conducting a training to enhance:

   Reporting Skills using the Microsoft Excel

   Presentation Skills Using the Microsoft power point

o   Preparing and Designing All the Complaint Handling Department Reports, on a Weekly, Monthly Quarterly and Annually Bases.

o   Responsible for training all the temporary employees including preparing training material, and presentations needed.

o   Achievements:

   Recognition Certificate Form the Customer Service Director 2004 Due to the outstanding achievements.

   Employee of the month award for February 2001

   Care Taker of the Team Performance, and daily activities

   Designing and developing Internal Web Page, contains all the important links in the intranet

   Gathering and presenting all the information about the competitor's product and services.

   Training Administrator from CSR “ Civil Service Reform “ which is a Project between the Canadian Aid and the Egyptian Government From 01/9/1999 Till 1/2/2000

   Responsible for administrative works such as preparing materials and meeting rooms, attendance.

   Web site designer & Developer in Egypt link Co. “Web Site Developing & Hosting Co.” as a part time Job

   Training in Operational Unit for Development Assistance (OUDA) it is United Nation related Unit, participating in several seminars and conferences.

   Tour operator in Empire travel in the tourism department & in the public relation department.

   Trainer in Maktabet El Mostakbal, Computer courses, Basic Language, for 2 consecutive summers

Language:

   Arabic    (Mother Tongue)

   English (fluent)

   French   (Average)

Training Courses:

   Personal Quality - Lead Yourself 2003.

   Customer Acquisition & Retaining Via Telephone 2001

   Advanced Customer Service Handling 2001.

   Customer Service Handling Via Phone, 2000.

Skills:

   Computer Skills:

   Windows XP

   Microsoft office 2003 applications

   Web site designing, and Devolving

o   FrontPage

o   Name Web Editor

o   Internet research skills

   Communication Skills:

   Negotiation Skills

   listening skills

   Public speaking skills and ability to make presentations.

Ambitions

   Start Studying the DBA

   Reaching A very High Managerial Position

Personal Data:

   Date Of Birth :     31/08/1976

   Military Status :     Exempted

   Marital Status :     married

References:

      Furnished upon request