Maghraby
Resume:
Mostafa Mohammad Hassan Al-Maghraby
Cell. Phone:012-********
*** ****** **. *****: 4 Apartment Flat no: 17.
E-mail: **************@*****.***
OBJECTIVE
Seeking a position that allows me to use my background and skills.
EXPERIENCE
Current - Bank Audi May /2015
Head Office - Pyramids hights, 6th October, Cairo, Egypt.
Position: Head of administration Archiving & Warehouse
Tasks:
Review Warehouses' incoming material report based on orders placed by Purchasing Department.
Review the daily consumption report based on order vouchers received from Branches and Departments
Perform physical inventory.
Manage the schedule of pick up/delivery of archives boxes from Branches/Departments to Archiving Warehouse
Oversee the bar coding and storing of boxes
Prepare archives inventory reports.
Oversee the retrieval of boxes process
Oversee the destruction of documents process according to retention life.
Apply security measures to safeguard archives.
Mobinil (March/2013 – Feb/2015)
Pyramids hights, 6th October, Cairo, Egypt.
Position: Transportation Manager
Tasks:
Plan, organize and manage the work of subordinate staff to ensure that the work is accomplished in a manner consistent with organizational requirements
Implement schedule and policy changes
Collaborate with other managers and staff members in order to formulate and implement policies, procedures, goals, and objectives.
Approve and authenticate vendor bills on monthly bases
Mobinil (Aug/2010 – Feb/2013)
128 Nile ST., Giza, Egypt.
Position: Project management supervisor
Department : costumer service budget & planning
Tasks:
Providing independent advice on the management of projects
Organizing the various professional people working on a project
Risk assessment
Making sure that all the aims of the project are met
Making sure the quality assurance standards are met
Using the latest GPS technology to keep track of people and progress
Monitoring sub-contractors to ensure guidelines are maintained
Accounting, costing and billing.
Mobinil (Aug/2007 to Aug/2010),
128 Nile ST. Giza, Egypt.
Position: Work Force Managment (WFM) Team Leader
Department : costumer service
Tasks:
Determine the WFM and call center targets co-efficiency
Ensure that all requests and actions are finalized within the predetermined service level
Deliver schedules on time and ensure its compliance with the set rules
Administer the WFM software and maintain system stability
Set plan and distribute duties and tasks among the team.
Ensure transfer of knowledge / trainings to new comers on WFM processes
Mobinil (April/2006 to Aug/2007),
128 Nile ST., Giza, Egypt.
Position: Team Leader
Department : costumer service
Tasks:
Provide daily direction and communication to employees
Provide statistical and performance feedback and coaching on a regular basis to each team member
Write and administer performance reviews for skill improvement
Insure employees have appropriate training and other resources to perform their jobs
Assist manager with daily operation of call center to include the development, analyses and implementation of staffing, training
Mobinil (Aug /2004 to April/2006),
128 Nile ST., Giza, Egypt.
Position: Call Center Representative
Department : costumer service
Tasks:
Determining requirements by working with customers.
Answering inquiries by clarifying desired information; researching, locating, and providing information.
Resolving problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Fulfilling requests by clarifying desired information; completing transactions; forwarding requests.
Selling additional services by recognizing opportunities to up-sell accounts; explaining new features.
Maintaining call center database by entering information.
Keeping equipment operational by following established procedures; reporting malfunctions.
Updating job knowledge by participating in educational opportunities.
Enhancing organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Key Projects
Bank Audi
Establishing new Archiving & Warehouse System and building
Project Overview: transferring Archiving & Warehouse to a new building Parallel to lunching the new system “ Doc Trace & DMS & Orical Warehouse”
Responsibilities:
Training archiving &warehouse team on the new system
setting rules and polices
setting security measures and plans
Planning headcount
Overseeing the transfer to new building
Exceptional Efforts Include:
Setting evacuation and crises plans
Updating work process
Training and enhancing all of the archiving &warehouse team
Project Duration: 6 Months
Mobinil
Establishing Transportation Department
Project Overview: transferring Mobinil call center to new building “PH” which led to the need of availing transportation for the employees
Responsibilities:
Schedule planning
Implementing rules
Bill issues and auditing
Determine meeting and drop points
Exceptional Efforts Include:
Short Delivery Time which led to facilitating the transfer
No complain was filed from the start of the project
Project Duration: 2.5 Months
Mobinil
Data Gathering & New Line Activation
Project Overview: according to the new regulation applied by the NETRA, a new department was established in order to gather active line data and to activate the new lines with customer data.
Responsibilities:
Determine head count
Agents scheduling
Call forecasting
Maintain service level and lost call rate
Exceptional Efforts Include:
Implementing the project end to end including planning,Desigining the business model and work flow architecture .
Project Duration: 6 Months
Mobinil
COPC Certificate .
Project Overview: customer service COPC certified
Responsibilities:
Establish new forecasting methodology
Establish new scheduling methodology
Enhancing service level and lost call rate of every retail in the call center
Exceptional Efforts Include:
Implementing new teams within the WFM to achieve our goals
Project Duration: 12 Months
Mobinil
Yearly Budget Projections
Project Overview: Yearly Budget Projections for call center
Responsibilities:
Data analyst
Exceptional Efforts Include:
Short Delivery Time
Adopting new strategies
Project Duration: 1 Months
Mobinil
Updating Intranet
Project Overview: Empowering Call Center Agent to perform services to customer accurately through updating the intranet
Responsibilities:
Updating new vas and services
Removing old data
Adding new tools links
Exceptional Efforts Include:
Delivered 1 month earlier
Project Duration: 2 Months
Training Courses
Project management
Customer orientation
Developing - coaching & leadership
Negotiations Skills
Certifications & Awards
Mobinil Certificate of Achievement Support Group Employee of the Month, 2004 August
Mobinil Certificate of Recognition for transportation Project
Skills
Pro. Computer Skills
Microsoft Office,
EDUCATION
Sadaat Academy in Maady - Banking & Marketing section Graduation grade – Good (1999 – 2003)
Thanaweya Amma, “Saint Fatima language school -Hegaz”
Primary and Preparatory stage, “BBC language schools”
INTERESTS
Reading, mental work, different kinds of sports
(Swimming, Football, Basketball) in addition to dealing with people and computers.
SKILLS
Languages:
Arabic (Native Language)
English (Fluent)
Computer:
Office XP(word,Access,Power Point,Front Page)
Internet
Microsoft Project
Organization, Management and leadership:
Managing conflict.
Initiating new ideas and promoting change.
Communication Skills:
Expressing ideas.
Negotiating and persuading.
Listening and writing attentively.
PERSONAL INFORMATION
Date of birth: June 8th 1982
Marital status: single
Military status: exempted
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