Customer Service Quality Assurance
Resume:
Dina Magdi Osman
Giza, Egypt.
Mobile: +201*-****-****/ +201**-****-***
E-mail: acau87@r.postjobfree.com
Birth date : 27/06/1987
Career objective
I wish I could work at a multinational company/organization where I can get more experiences & learning new skills & give it as much as I can
towards its progress by (My Vision: To be the best in what I do), (My Values: Hard work & Honesty) & (My Strategies: Practical Experience)
Education
University: Helwan University
Collage: Faculty of Commerce & Business Administration
Date of Admission: Sept./1/2004
Date of Graduation: Sept./1/2008
Degree: Bachelor
Major: Economies of Foreign trade – English Section
Evaluation: Good (69.8%)
Diploma: Economies of Foreign trade. (2009-2010)
Evaluation: B (2.83)
Master: Euro-Med Studies (Preparing the thesis)
Work Experience:
Firm Name: Egyptian National Competitiveness Council (ENCC)
Positions: - Research Coordinator
City/State: Cairo/Egypt, From: 01/2013 till: Present
Assist CTO in coordinating research, advocacy and fundraising activities related to the development of ENCC policy positions.
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Assist CTO in coordinating research, advocacy and fundraising activities related to the development of ENCC policy positions.
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Assist CTO in supervising ENCC technical and internal quarterly reports and that staff contributions are of consistent quality and
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received in a timely manner.
Contribute to the development of issue briefs on various policy issues.
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Assist ENCC sub-councils in developing and framing policy and advocacy positions addressing competitiveness.
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Contribute to ENCC advocacy and strategic policy plans to achieve its goals and objectives.
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Contribute to the research and development of content for ENCC’s social media platforms.
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Gathering and analyzing data and technical documents in support of ENCC research activities
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Contribute to the preparation, production, and revision of various project and meeting documents
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Supporting the research needs of sub-councils, and providing technical content needed for the development of sub councils initiatives
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Assist in the revision, editing and production of the annual Egyptian Competitiveness report and other ENCC publications
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Prepare presentations on behalf of the Executive Director and Board of Directors
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Firm Name: Egyptian National Competitiveness Council (ENCC)
Positions: - Communication & Outreach Specialist
City/State: Cairo/Egypt, From: 05/2012 till: 12/2012
Responsible for all communications and networking in support of special events, assist with the development of new opportunities to
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build community awareness.
Respond to enquiries from the public about events and assist with media requests especially social media.
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Assists in developing new events, and maintains, organizes and manages existing RDC fundraisers and special events from concept
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to completion, ensuring they operate smoothly, efficiently, and generate maximum revenue and exposure.
Measure the effectiveness of participation of events and use this feedback as a tool for selective participation in the coming events
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Coordinate fundraising of institutional and special donor events which involves decision making input on external resources,
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managing event processes & coordinating meetings
Assist in developing new events and campaigns, maintain, organize and manage existing RDC fundraisers and special events from
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concept to completion thus ensuring smooth operation and maximum revenue and exposure.
Assist sub-councils’ heads and members and co-facilitate meetings and take minutes of meetings as required
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Close out all events as required.
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Reach out to youth organizations, civil society, NGOs and university student unions. Conduct research, make site visits, and find
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resources to help staff make decisions about event possibilities.
Propose new ideas to improve the event planning and implementation process.
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Prepare nametags, materials, notebooks, packages, gift bags, registration lists, seating cards, etc.
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Assist with preparing budgets and provide periodic progress reports to staff directors for each event project.
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Firm Name: Etisalat Misr
Positions: - Temp Trainer (supporting training team in new patches)
City/State: Cairo/Egypt, From: 07/2010 till: 04/2012
Work closely with the CC Quality Assurance team for gaps determination & Setting development plans related to mystery shopping
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results & monthly Quality results
Work closely with Quality Assurance team for designing regular skills verification methods & analyze results & set development
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plans for gaps filling accordingly.
Work closely with CC Communication team for delivering regular updates to be delivered for all CC staff.
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Delivering training refreshment sessions based on the ongoing refreshment plan.
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Delivering training programs for CC New hires covering soft skills as well as products & system.
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Measure the effectiveness of the training programs
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Set training plans & designing / updating required training material.
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Coordinate all required logistics with concerned parties for training execution.
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Responsible for some main programs of the CC Training department business plan.
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Firm Name: Takween Solutions
Positions: - Business Trainer (Soft Skills, Management and Marketing)
City/State: Cairo/Egypt, From: 10/2010 till: 12/2011
Identifying training and development needs within an organization through job analysis.
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Designing and expanding training and development programmes based on both the organization’s and the individual's needs.
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Firm Name: Etisalat Misr
Positions: - 3G & ISP technical Support Advisor (1st line & supporting the 2nd line)
City/State: Cairo/Egypt, From: 06/2009 till: 06/2010
Provide highest level of customer service to contribute to client satisfaction and loyalty.
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Offer proactive service and personal attention to provide a superior customer service experience.
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GPRS,Picture messages,3G Problems and settings (video calling and mobile TV)
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Blackberry handsets troubleshooting
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Windows Mobiles troubleshooting.
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Modems and routers (though GPRS and VPN) troubleshooting.
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Handling all CST needs and inquiries.
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Handling all kind of technical troubleshooting with Apple Mac OS X. (phone as modem and others)
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Provide highest level of customer service to contribute to client satisfaction and loyalty.
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Gain client trust and confidence to provide repeat sales for domains and add-on services.
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All network troubleshooting (GSM, UMTS and HSDPA).
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Firm Name: Etisalat Misr
Positions: -International Customer Services Representative.
(Lunching Directory Enquiry Dubai 181)
City/State: Cairo/Egypt, From: 10/2008 till: 06/2009
Use questioning and listening skills that support effective telephone communication.
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Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and
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unintentional disconnects.
Understand the impact of attitude in handling calls professionally
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Effectively deal with job stress, angry callers, and upset customers
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Use the most appropriate way to communicate with different behavior types on the telephone.
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Apply appropriate actions to effectively control a telephone call.
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Identify voice skills and how to enhance a good telephone presentation.
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Firm Name: Century 21 West Gate Reality
City/State: Cairo/Egypt (part time) From: 09/2008 till: 12/2008
Positions: - Marketing Coordinator.
Able to identify market opportunities, develop client relationships, negotiate sales terms, close, coordinate and expedite the sale.
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Successfully closed 3 major projects with (HNS Group)-(Cascade Resort-North Coast)-(Dandy Mall).
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Maintain relationships with senior client business leaders to identify real estate solutions in keeping with long-term business unit and
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Corporate business strategies.
Have the ability to manage all aspects of Managed residential and commercial real estate portfolios. This includes site location
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analysis, site
Inspections, negotiations and executing sale/lease contracts with property owners.
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Confident communicator with outstanding presentation skills.
Recognized for leadership, management and negotiation skills.
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Firm Name: Kelma Agency for Consultant & Training
City/State: Cairo/Egypt (Part Time) From: 06/2008, till: 09/2008
Positions: -Marketing Coordinator
Event Management:
Contact event’s organizers and inquire about details to keep an updated data base of events
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Negotiate barter deals with even organizers in compliance with the set guidelines
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Get contacts from the events & communicate to the concerned departments
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Measure the effectiveness of participation of events to use this feedback for selective participation in future.
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Marketing Support:
Provide input for the marketing communication plan and budget of the newspapers. The plan will include identification of the
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campaign’s various audiences and the creation of both general and targeted messaging, together with the mechanisms for delivering
these messages.
Responsible for implementing the marketing communication plan in a timely manner as guided by the Sales & Marketing Manager.
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Create and manage a network of marketing ‘suppliers,’ including marketing firms, graphic designers and printers.
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Firm Name: Xceed Contact Center
City/State: Cairo/Egypt, From: 08/2008 till: 10/2008
Positions: - International Customer Services Representative.
(Lunching Du Activation Hotline):
Handling all Dealers complains and inquiries.
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Assisting Dealers in their technical problems.
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Receiving and handling complaints from the Dealers.
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Activating new lines for Dealers.
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Firm Name: Yellow Pages Egypt
City/State: Cairo/Egypt, From: 09/2007 till: 08/2008
Positions: Marketing Coordinator (Team Executive)
Generating Team performance reports.
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Communicating with other departments regarding my team members.
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Customer Services Representative.
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Sales & Free listing Requests Agent
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Compiling the marketing data and updating the new packages
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Manage the customer needs and update the new contracts
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Following up customers complains & requests with the related departments.
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Provide customers with accurate information about promotions, rate plans & explaining the company products to the customers.
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Firm Name: Misr for Central Clearing, Depository and Registry (MCDR) (training)
City/State: Cairo/Egypt, From: 15/07/2007 till: 15/08/2007
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Training for How to deal at the stock market and how to analysis the market regression and booming
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Training for how to analysis the company assets and how to choose the best stocks and bonds at the market
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Firm Name: Delta International Bank (Ahly united Bank now) (training)
Training at the credit department and at the financial department and at the customer service
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Firm Name: Misr Iran Development Bank (training)
City/State: Giza/Egypt, From: 01/08/2005 till: 01/09/2005
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Training at the credit department and at the financial department and at the customer service
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Firm Name: Nasr Petroleum Company (training)
City/State: Suez/Egypt, From: 07/2005 till: 08/2005
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Training for accounting principles and how to make journal entries for receivable and payable accounts.
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languages skills :
Arabic : Mother tongue
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English: Very Good (in practice)
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French : Fair (not in practice)
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Computer Skills: *
MS Office, MS Windows, Outlook Express, Using the internet + not bad hardware & software skills which enable me to allocate
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problems and solve it when it's possible.
MS Advanced Excel.
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BlackBerry Certified Stream: a Technical support specialist.
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CCNA essential basics.
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Other Skills:
Attend (Train the Trainer) course by Logic Management Consulting.
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Attend SOS (Seeds Of Success) by green academy.
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Attend Basics CCNA ( ADSL essentials for Technical Support Advisors)
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Attend Project management course by quality assurance unit at helwan university
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Have attended the DMS (Development of Malaysia's Studies) program at Cairo University.
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Have attended and Study the SPSS course (Statistical Package for Social Sciences) at the Statistical Research &Studies institution at
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Cairo University which contain 4 courses:
Statistics Review, Introduction to SPSS, Regression Analysis. Determining Sufficient Sample Size.
Have attended the human resources courses organized by Vodafone in: * leadership, power of team, time management, emotional
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intelligence, career planning, and marketing.
Ability to search for new issues, Self learning for new technologies or new working fields, able to make good analysis to ease
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problem solving, Able to teach in different techniques, also Could Work under pressure, Empirical Experience Show That.
Activities
Organizer & Participant at 1st International Day at Helwan University.
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Head of Marketing at FVC (Future Vision Club) at Helwan University.
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Head of FVC (Future Vision Club) at Helwan University.
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Member in Yli Project (Youth Leadership Initiatives) at AYB Association (Alashanak Ya Balady – Charity Association) at Cairo
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University.
Delegate at UNCTAD Council (United Nation Conference on Trade & Development) at CIMUN 07 (Cairo International Model of
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United Nation) at AUC.
Delegate at CLA (Council of Lebanon Affairs) CIMAL 07 (Cairo International Model of Arab League) at AUC.
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Member at Fundraising Committee at EYE 07 (Engineering Yield Economy & Economy Yield Engineering Conference) at Ain
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Shams University.
Fundraising Head at SIFE Helwan (Student in Free Enterprise)
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Head of Organization Committee at the Stock Market Course at Helwan University.
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Executive Manger of "Finger Snap Band "Indonesian music band" in Egypt.
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Delegate at Commerce Department & at Defense Department both at the same time at MAP 08(Model of American Presidency) at
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Faculty of Economic & Political Science.
President of United States Department of Energy at MAP 09 (Model of American Presidency) at Faculty of Economic & Political
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Science.
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