Lamiaa Azouz Muhammed Azouz

Address: * ******, ******, *****, *****

phones: +201*-***-*****

E-mail: aczgmx@r.postjobfree.com

Objective

I seek an efficient position in a well-established respectable organization where I can improve my technical and interpersonal experience in order to maximize my managerial development skills.

Personal Data

Birth Date: 9 June 1986

Birth Place: Cairo, Egypt

Gender: Female

Nationality: Egyptian

Marital Status: Single

Education

Bachelor’s : Faculty of Al-Alsun, Ain Shams University

Graduation date : 2008

Graduation project : Junior Translator Project

Work Experience

Sun Center:

English Instructor: September 2007 – May 2008

Job responsibilities:

Teaches English courses for different assigned classes.

Preparing student exams and evaluation tests.

Assisting the team leader in interviewing our new teachers.

Participating in kids’ development classes.

Berlitz Egypt :

English Instructor: November 2007 – December 2009

Job responsibilities:

• Teaches English courses as assigned in discipline.

• Assists with the assessment and advisement of student abilities relative to college readiness

• Maintains adequate records of student progress.

• Attends meetings and assists the Department Heads in additional courses.

• Coordinate academic support services with the campus in conjunction with the Office of Student Affairs.

• Facilitates workshops for students to develop their personal skills.

• Attends and participates in internal and external professional development activities

Bank du Caire:

Translating Bank interactions: December 2007 – January 2008.

Job responsibilities:

I was part of a big team who were responsible for translating the bank interactions from Arabic into English as the bank was sold for a foreign country at that time.

UI Company:

sales and public RELATIONS: January 2008 – March 2008.

Job responsibilities:

Planning, developing and implementing PR strategies.

Writing and editing in-house magazines, case studies, articles and annual reports.

Organizing events including press conferences, exhibitions, open days and press tours.

Maintaining and updating information on the organization’s website.

Managing and updating information and engaging with users on social media sites such as Twitter and Facebook.

Commissioning market research.

Managing the PR aspect of a potential crisis situation.

Ameco- Tech:

Telemarketing Representative: February 2008 – May 2010.

Job responsibilities:

Advises present or prospective customers by answering incoming calls on a rotating basis; operating telephone equipment, automatic dialing systems, and other telecommunications technologies.

Influences customers to buy or retain product or service by following a prepared script to give product reference information.

Documents transactions by completing forms and record logs.

Maintains database by entering, verifying, and backing up data.

Keeps equipment operational by following manufacturer's instructions and established procedures; notifying team leader of needed repairs.

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

Maintains quality service by following organization standards.

Maintains technical knowledge by attending educational workshops; reviewing publications.

Contributes to team effort by accomplishing related results as needed.

Teleperformance® Egypt :

Expedia - Canadian Account: April 2010 – September 2010

Job responsibilities:

Responding to inventory management inquiries.

Contacting different airlines and hotels to resolve our customers’ issues (questions, changes, etc.).

Using the most common ticketing system for reserving flights for customers.

Contacting customers based on requests received for lodging partners, i.e. arrival time, transfers etc.

Providing supplier self-service support and maintenance.

Samsung - English Account: October 2010 – January 2011

Job responsibilities:

Provides technical support in the development and dissemination of tools, materials, reports, papers, and intervention for research projects.

Develops scopes of work, trains, and mobilizes short and long-term term technical expertise for project purposes.

With guidance from my direct supervisor, manages research and knowledge management activities.

Represents research and best practices at external events, conferences, etc.

Can serve as a facilitator at mobile solutions trainings and workshops.

Supports the project's technical team in selected technical assignments.

Wind - Canadian Account: February 2011 - Present

Operations Supervisor : April 2013 – Present

T2 Technical Support : October 2011 - March 2013

T1 Customer Service Rep. : February 2011– September 2011

Job responsibilities:

Operations Supervisor:

Organizing, directing and monitoring the daily activities concerned to the call center’s operation.

The main responsibility is to manage, train, and guide call center agents to execute their tasks.

• Leadership/Management:

Provides product/service information by answering questions; offering assistance.

Enters orders by transmitting information.

Maintains call center database by entering and verifying information; updating contact log.

Ensure satisfactory audit results of branch operations.

Motivate, promote and direct operations staff to meet goals.

Maintain open line of communication between staff and senior management.

Improves quality results by recommending changes.

Motivate, promote and direct operations staff to meet goals.

Keeps equipment operational by following established procedures; reporting malfunctions.

Updates job knowledge by participating in educational opportunities.

Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• Other duties:

Being responsible for one of the main operational KPIs and setting an action plan to maintain its progress or to avoid its failure.

Being the only female supervisor among my team, I was responsible for some motivational events and plans to sustain team spirit on the floor.

Tier 2 Technical Support:

Dealing with advanced Technical assistance for Devices, Network issues and communicating with T3 in the Head Office in Canada.

Tier 1 Customer Service Rep.:

Being the front line, assisting customers with all possible options when it comes to our Product, Billing and Technical assistance.

Extra Courses

ICDL ( International Computer Driving License )

Selected Skills

Computer Qualities:

Operating Systems (Microsoft Windows 98, ME, XP, Vista, 7)

Microsoft Office (Advanced- Word, Excel, PowerPoint )

Computer integration and maintenance

Quick typing ( English – Arabic )

Language Proficiencies:

Arabic (native language)

English (fluent in written/spoken)

Italian (Fair in written/spoken)

Personal Profile

Self-motivated and able to work under pressure.

Manage time effectively, prioritizing tasks and able to work to deadlines.

Multi-tasking.

Able to adapt to new surroundings; to make suitable change so as to fit new conditions.

High level of Integrity, Respect, Professionalism, and Commitment.

Punctual.

Fast-Learner, get used to other colleagues quickly.

Active, full of life, and very energetic.

All documents are available upon request

Contact this candidate