Customer Service Manager

Marwa Abdel-Rahman Youness

Personal Information

Nationality: Egyptian

Date of birth/Location: March 15th, 1983, Cairo, Egypt.

Religion: Muslim

Marital Status: Married

Address: *** ***** ** *omor El Sharqi- El Haram

Email: ********@*****.***

Telephones 010********--023*******

Objectives

Seeking a position in a highly professional environment where my technical skills can be applied to provide maximum benefits for the organization and gain a good experience.

Education

B.A in Spanish Language, Faculty of Al-alsun, Ain-Shams University

General Estimation: Good.

Graduation Project: Translation of a Novel from the Spanish Language to the Arabic Language

Egyptian Thanawia Amma, Armenian catholic sister's school (Language School)

Grade: 93%

Experience

January 2011 till Now Red Carpet Hotel & Resort El Ain El Sokhna

Sales and Reservation Manager

follow-up on invoices,, schedule events, file paperwork and invoices, email different hotel departments, and assist the front office with booking reservations when the hotel is crowded with incoming guests.

Making reservation for individuals & Travel and corporate Companies

Manage reservation for big groups.

Orders and maintains supplies, and arranges for equipment maintenance

Prepares outgoing mail and correspondence, including e-mail and faxes.

Makes copies of correspondence or other printed materials.

Coordinates and arranges meetings, prepares agendas, reserves and prepares facilities, and records minutes of meetings.

Compiles MOR (Monthly Operating Report) on a monthly basis for all sales team

Conducts research, and compiles and types statistical reports.

Coordinates manager's schedule and makes appointments for the director of sales

Answers telephone calls, and arranges conference calls.

Making brochures and flyers for the hotel.

Translate from English to Arabic & Vice versa

August 2007-December 2010

Working as an Admin Assistant for CHA International & Event Coordinator For the Mena Travel awards

CHA International, Organizers of the Annual MENA Travel Awards

Job responsibilities:

Responsible for handling all HR issues related to the recruitment process,

Screening CVs, filtering, sorting, and selection. Responsible for other HR Admin tasks

Daily E-mails send & receive.

Manage the filing of the recruitment department

Coordination of The 5th Annual MENA TRAVEL AWARD & The 6th Annual MENA TRAVEL AWARD for the Middle East & North Africa On May 8th, 2008, the last evening of the ATM “Arabian Travel Market

April 2007- August 2007

Working as an Admin and Recruitment Specialist for Projobs (Recruitment Agency)

Job responsibilities:

Screening CV's and job applications of the candidates

Sorting& filtering CV's to select the most appropriate candidates for the job requests

Sending shortlist of candidates to the client

Contacting the candidates to inform them of the job offers, interviews and job nature

Working as a liaison between clients and candidates, till completion of all hiring procedures

Daily filing system

Sending and receiving emails and faxes

Answering and transferring phone calls

October 2005 till March 2007

Working as Customer Service Representative and Translator for "Connex" Company

Job responsibilities:

Handling a minimum of 12 calls/hour with an average handle time 3 min. a call

Ensure that all customers' complains and problems get resolved in the minimum possible time

Ensure that all customers' data-base is updated

Responsible for opening new accounts

Translating legal documents (English to Arabic& Vice Versa – Spanish to Arabic& Vice Versa)

Technical skills

Operating Systems:

Excellent knowledge of Windows (98, 2000 & XP)

Excellent knowledge of MS Office Package

“Able to deal with any new program”

Languages

Arabic: Mother tongue

English: Excellent command (Spoken & Written).

Spanish: Very good command (Spoken &Written)

French: Good command (Spoken &Written)

Relevant Courses Studied

Spanish Courses:

Courses in Cervantes 1ST, 2nd, 3rd and 4th in Spanish

Personal skills

Have excellent communication skills.

Organized thinking, dedication, loyalty

Have great ability to work under pressure.

Creativity, honesty, patience, neatness

Hard worker and appreciate teamwork spirit.

Contact this candidate