Mario Abd El Messih William

Contact No.: +971********* E-Mail: ac750a@r.postjobfree.com

Seeking Middle to junior level assignments in Customer Service Dept. with an organization of repute

A competent professional with over 6 years of cross functional experience in customer service and IT education system.

Presently working with GHABBOUR Automotive as development engineer with Ability to build effective working relationships with both customers & colleagues.

Result driven and Customer oriented approach well versed with UAE Labor & Immigration Law Comprehensive Knowledge of recruitment Procedures, Policy Implementations.

Possess demonstrated ability to work effectively & congenially with people at all levels

Quick learner & well adaptable to changes and pressures at work place.

Ability to planning, organizing, prioritizing and handling multi-tasks levels

Strong academic and professional background.

CAREER SCAN

GHABBOUR AUTOMOTIVE Sep’15 - Now

PROCESS IMPROVEMENT & Development

Role:

Responsible for the following tasks:

Operation and development: create new system on oracle (Standalone) for the operation and development department to monitor the CSI of each workshop and another KPI’S.

Customer data base: clean up the old data of GB customer from 2015 to end of 2018 by database team through calling the customer to get the updated data then enter it on the new oracle.

Reports: Responsible for all monthly report of “DB-CSI-Budget-repeated defect”.

Express Maintenance: Responsible for the express maintenance (EM) project on all GB workshop, I transform the real live process to analysis then apply it to oracle.

Xceed: Responsible of Xceed company deal to monitor the inbound & outbound calls of GB customer.

Action plan: Responsible to visit the service centers and analysis for their work and action plan for development staff to work on it.

Incentives: apply the incentives police of after sales division on new oracle system.

Participates in identifying, evaluating and developing system that are cost effective and meet business requirement.

Monitor customer experiences and feedback on the use of business application, enhanced system productivity, as needed.

Provide the senior level consulting services to internal business groups on process improvement project designed to improve their business result.

Interfering flow charts other division with Aftersales _IT, Purchasing, spare parts warranty – technical support, Marketing, HR, Admin. it will be hanged in all workshop.it will help showing service staff other department responsibilities & key person.

Support with problems related to Oracle system and networks.

Update responsibilities of all employees and workshops head count.

Create desk spaces.

Coordinate employees’ Oracle system’s training.

Update all service centers and departments organizational charts.

Coordinate contacts, procedures and capacity planning with customer reservation agents.

Contributing to campaign planning.

Training to Service advisors & section head and any new hiring to how used oracle system.

Execute CSI monthly analysis.

Coordinate between Oracle supply chain, system administrators, network, marketing, CRM, warehouse teams and sales team.

Coordinate sub-inventory and inventory with supply chain team for workshops and outlet stores.

Information technology support and development.

Responsible to give all service adviser training about any new project.

Responsible for any development & improvement & operation & system & audit for all service centers (16 S/C).

Responsible to upload all operations on system.

Responsible for database team.

Create system on oracle 10.G - oracle standalone (filed operation and development system) tools used on system is (SQL-PL-FORMS-REPORTS).

Mange this system and create all reports and make all developing such as requirements of work.

Make plans data base upgrades by maintaining evaluating, and improving a transaction processing model.

Make assesses database performance by developing a protocol for measurement of result and identification of problem areas.

Business analysis, application design, development, integration and delivery application maintenance and support functions.

Provides solutions for IT and business management opportunities, planning and implementations.

KENNA INTERNATIONAL SCHOOL Aug’14 – Sep’ 15

IT TEACHER

Role:

Teaching the below skills:

C++ Language.

C Class Language.

Fortran Language.

Pascal Language.

Java Applet Language.

Java Script Language.

Java Imperative Language.

Separators Machines.

SAINT FATIMA LANGUAGE SCHOOL Sep’ 13 – Aug’14

IT TEACHER

Role:

Teaching the below:

ICDL Advance course.

Pascal Language.

Fortran Language.

Separators Machines.

ETISALAT (Egypt) Jan’09 – July’13

Customer Service Officer

Role:

Receives, processes and verifies the accuracy of orders from customers utilizing the organization’s internal.

CRM/mainframe systems and customer purchase orders.

Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.

Ensures and provides quality service to both internal and external customers.

Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of Order-related issues.

Accesses the company’s internal systems to obtain and extract order information and provide customer.

Service management with the data for inclusion in various scheduled and special reports.

Performs assigned system maintenance to various electronic order files.

Participates and provides expertise as a member of the customer service’s departmental team. The team's objectives are developing and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole

TRAININGS ATTENDED

Oracle inventory Management fundamentals at Arab center for HRC (Next Academy).

IT Training and Public Relations in Contrast International Company.

MOS (Microsoft Advance) YAT.

English Conversation Course, British Council.

Training in EGYPTAIR training center as an intensive course for Human Resources.

Training in Apenrow Group for General Supply for Hotels and Resorts.

ACADEMIA

2012 - Faculty of Information system - El Sherouk Academy.

SKILLS

Excellent analytical skills.

Leadership Skills.

Superior learning Capability.

Brings innovation to problem solving.

Able to communicate at all levels.

Poignant but respectful when dealing with customers.

Proficient in the use of PC.

Highly motivated and able to work using own initiative.

PERSONAL DOSSIER

Date of Birth : 16th January, 1991

Marital Status : Single.

Nationality : Egyptian.

Language Skills : English & Arabic: Native Language.

Contact this candidate