Customer Service Human Resources

HIGHLIGHTS OF QUALIFICATIONS

Accountable and Client service oriented professional with extensive years of experience in supervising newcomers and refugees handling projects within various diverse and multicultural groups

Intensive services and support for newcomers, refugees and international students.

Strong knowledge of immigration categories, process and updates.

Special focus on refugees program and deep understanding of all requirements, updates, process through REDI program (Refugee Employment Development Program)

Verbal communication in English and Arabic along with proficiency in Microsoft Office word, excel and PowerPoint; IREAS database; SAP; Internet search

RELEVANT EXPERIENCE

Program and Project Coordination and management

Experience in designing project, action plans and follow ups.

Identified goals and parameters of projects including reports assessment ensuring the sensitivity and confidentiality of the data.

Oversee implementation, monitoring and evaluation of program.

Review all databases to gain understanding on attendees’ language level, education, and readiness.

Manage all recommendations on information related to program guidelines and joining policies and procedures.

Provided guidance on application forms and interviewing for program selection.

Created process and procedures that supported company’s strategic and development plans

Data base and reporting skills

Built and usage of databases, create reports and analysis that support the documentations.

Organized and consolidated program clients’ database which facilitated the management of all government reports and tracker sheets.

Manages monthly and final reports and payroll administration.

Perform all government reports and database from starting date of program till its closure.

Documented all relevant client information into IRAES, including counselling notes, action plans; Conducted on-going follow-up on and monitoring of client’s performance, following through to completion (successful outcomes and closed case files).

Customer service skills

Professional Client-service oriented with strong problem solving skills for critical issues.

Offered wide solutions and services with strong ability to interpret policies, regulations and practices in diverse cultures.

Career Coaching

Coached newcomers and refugees with job readiness preparation; with client, jointly develop and produce professional self-marketing tools (including resume, cover letter, etc.) that enhance client’s work search approach for job acquisition and maintenance.

Assisted newcomers and refugees in utilizing resources available to them and link them with resources best suited to meet their career and personal needs.

Guided and directed clients in researching labor market opportunities, setting priorities, and assessing and expanding career related options.

Assisted newcomers and refugees in clarifying and honing their skills and career plans initiated during employment intake sessions; exploring, when appropriate Recognition of Prior Learning (RPL) opportunities.

Provided information and guidance on specific occupational requirements and opportunities in the clients’ intended field; refer clients to other professional institutions/organizations as deemed appropriate.

Jointly, with newcomers and refugees, review and revise education/career plans and develop strategies for long-term career management success.

Refers job ready clients to the Job Matching Unit for available postings.

Workshop Facilitation

-Solid training background demonstrated from the ability to perform bi-weekly workshops and one-to-one career coaching in a skillful qualified attitude with new comers and refugees based on knowledge of Manitoba's immigration strategies and its alignment to the mandate of Manitoba employment, Education and Training.

Prepares all materials and information for the workshop including print materials; review lesson plans and learning activities; review database to gain an understanding of the background of attendees, which may include a meeting prior to the workshop to assess language level and readiness.

Facilitates in class workshops to deliver information to attendees in a group setting, on pre-employment topics such as working in the Canadian Culture, Resume Building, Interview Skills and Career Planning, health and Safety, introduction to WHMIS, workplace expectations and life skills.

Establishes rapport with clients through relationship building and creating an environment of trust, where clients feel safe and comfortable

Assesses the attendees to understand their primary needs and short-term goals, identifying barriers to attaining goals and exploring alternative options.

Guides and directed clients in researching labor market opportunities, setting priorities, and assessing and expanding career related options.

EDUCATION AND CERTIFICATION

- Career and Employment Coach Certificate, Winnipeg Transition Centre Winning, 2018

- Accredited Community Interpreter Certificate Winnipeg, 2016

- Human Resource Management Post-Graduate Diploma, American University in Cairo Egypt, 2005

- Professional Certificate in Written Translation, American University in Cairo Egypt, 1999

- Bachelor of Arts - English Literature, Ain Shams University Egypt, 1996

PROFESSIONAL ACHIEVEMENTS

oCreated database for 67 countries, consolidated them and integrated all information into SAP (My HR). Assumed sole responsibility for data cleansing of 67 countries throughout Middle East and Africa region, covering a total of approximately 2700 employees.

oDesigned and launched HR SharePoint system for Middle East and Africa region to share all relevant information and procedures (67 countries)

oLaunched “Team and People Reviews Program” to detect talent pool and key positions throughout Near East region, including Egypt, Jordon, Iraq, Syria, and Lebanon.

oLaunching “Headcount Data Project” for 67 countries in Middle East and Africa region.

oDesigning Employee Handbook for Yesim Group and Alcatel-lucent Egypt and Near East

WORK HISTORY

Program Coordinator (REDI – Refugee Employment Development Inititative) April 2018 – Present

Manitoba Start Winnipeg, Canada

Career Coach and Facilitator February 2015 – Present

Manitoba Start Winnipeg, Canada

Human Resources Business Partner March 2011 - November 2015

Nielsen Egypt Cairo, Egypt

Human Resources Manager May 2010 - March 2011

Jade Apparel Industries – Egypt (YESIM textile group – Turkey) Cairo, Egypt

Human Resources Professional (Senior Generalist) July 2006 - March 2010

Alcatel-Lucent Middle East and Africa region Cairo, Egypt

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