ZAKI MOHAMMED ZAKI TAHER

Address:

*** **** *, ******** **.

Cubao. Quezon City.

Metro Manila – Philippines.

M: +63-906*******

E: ac7b4s@r.postjobfree.com

PERSONAL SUMMARY

A well mannered, articulate and hardworking Business Process Outsourcing Specialist who has valuable experience of providing a professional and efficient service. PERSONAL DETAILS

Nationality: Egyptian Native Language: Arabic

DOB: July 1st, 1984 Second Language: English

Gender: Male Proficiency: Fluent

Marital Status: Single Computer Literacy: Good

EXPERIENCE

From Date: Mar 2015 To Date: Jan 2018

Company: Accenture, Inc. (Quezon City. PHILIPPINES) Position: Arabic Bilingual Analyst. LEVEL11

Role: “Content Moderation for world’s leading social networking platform.” Client: “Confidential and subject to nondisclosure agreement” Duties and Responsibilities

Understand client policies and guidelines

Review user reports and apply policies as per client guidelines

Achieve target efficiency, productivity and quality targets

Identify improvement opportunities in work flow and suggest solutions

Ensure that information security practices and standards are observed 2

From Date: Nov 2013 To Date: Apr 2014

Company: Sutherland Global Services Inc. (PHILIPPINES) From Date: Jul 2012 To Date: Nov 2013

Company: Sutherland Global Services Inc. (Alexandria, EGYPT) Position: Senior Customer Support Professional

Client: AT&T “An American multinational telecommunications Corporation and the largest provider of mobile phones, cable TV, broadband, and land lines.” Duties and Responsibilities

• Respond to calls to ensure prompt resolution to customer complaints, service and account concerns

• Diffuse escalated customer situations by developing strategies and recommendations to retain customers before cancellation

• Resolve customer complaints and concerns by investigating problems; develop solutions to retain customers

• Create rapport with customers to determine whether there is an opportunity to maintain client relationship

• Negotiate with customers within company guidelines to retain existing business From Date: Mar 2010 To Date: Jun 2012

Company: Stream Global Services Inc. (Cairo, EGYPT) Position: Customer Service Representative

Client: SiriusXM Satellite Radio “An American broadcasting company that provides two satellite radio services (SDARS) operating in the Unites States and Canada.” Duties and Responsibilities

• Create rapport with customers to determine whether there is an opportunity to maintain client relationship

• Diffuse escalated customer situations by developing strategies and recommendations to retain customers before cancellation

• Resolve customer complaints and concerns by investigating problems; develop solutions to retain customers

• Negotiate with customers within company guidelines to retain existing business

• Respond to calls to ensure prompt resolution to customer complaints, service and account concerns

3

From Date: Feb 2009 To Date: Aug 2009

Company: Ecco Outsourcing Ltd. (Cairo, EGYPT)

Position: Telemarketing Representative

Client: 3G Network “The UK’s fastest growing mobile network.” Duties and Responsibilities

• Completes orders by recording names, addresses, and purchases; referring orders for filling.

• Keeps equipment operational by following manufacturer's instructions and established procedures.

• Secures information by completing data base backups.

• Maintains safe and clean working environment by complying with procedures, rules, and regulations.

• Maintains operations by following policies and procedures; reporting needed changes.

• Contributes to team effort by accomplishing related results as needed. From Date: Feb 2008 To Date: Jan 2009

Company: Forte’ One Ltd. (Smart Village, EGYPT)

Position: Telesales Agent

Client: Forte’ One “A British company tasked in providing business solutions in United Kingdom.” Duties and Responsibilities

• Identifies prospects by reading telephone and zip code directories and other prepared listings.

• Calls prospective customers by operating telephone equipment, automatic dialing systems, and other telecommunications technologies.

• Influences customers to buy services and merchandise by following a prepared sales talk to give service and product information and price quotations. 4

From Date: Feb 2007 To Date: Jan 2008

Company: Cook Door. (Cairo, EGYPT)

Position: Branch Accountant

Industry: “A chain of fast-food home delivery restaurants in Egypt and Middle East.” Duties and Responsibilities

Record journal entries, book keeping, and other accounting processes/functions. Assist store leadership with questions and inquiries related to profit & loss statements, accounting processes, and financial systems.

Bookkeeping balance sheet accounts such as cash, pre-paid, and accounts payable. Prepare and file monthly reports.

Prepare and provide audit schedules and participate in payroll. Prepare financial reports.

Assist with expense reporting systems.

Data entry on excel and other tools to mine large data sets. Assist with ad hoc accounting requests and projects. From Date: Jun 2006 To Date: Jan 2007

Company: Arab Contractors. (Cairo, EGYPT)

Position: Accountant Assistant

Industry: “One of the leading construction companies in the Middle East and Africa” Duties and Responsibilities

Record journal entries, participate in fiscal period closes. Prepare and file monthly reports.

Fixed asset capitalization, additions tracking.

Assist with expense reporting systems.

Assist with ad hoc accounting requests and projects. Assist the management with questions and inquiries related to profit & loss statements, accounting processes, and financial systems.

5

EDUCATION

Bachelor’s Degree in Commerce, Major of Accounting (English Section) Minufiya University (AKA Menoufia) Egypt – 2001 to 2006 PERSONAL SKILLS AND AREAS OF EXPERTISE

Content Moderation Communication skills

Customer Service Time Management skills

Complaint Resolution Positive Attitude

Customer Satisfaction Reliable and Consistent

Technical Support Telephone Manner

Sales Handling Angry Customer

KEY SKILLS AND COMPETENCIES

Able to work on own initiative as well as part of a team. Excellent listening and verbal communication skills. Having a clear voice and excellent telephone manners. Excellent spelling and grammar and a flexible hardworking attitude. Excellent ability to work under pressure.

REFERENCES AND CERTIFICATES OF EMPLOYMENTS

References and certificates of previous employments are available upon request.

Contact this candidate