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Customer Service Sales

Riyadh, Saudi Arabia
January 10, 2020

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Hani Ahmed Mostafa Elagamawy

Mobile / Whatsapp: +966-***-***-***


Career Objectives:

Accumulation of an in-depth, extensive, & long-term Internal Audit experience in a reputable organization with opportunities for professional growth, where advancement is based upon professional skills and contributions.

Key Skills and Expertise:

•Over 9 years of diversified experience in multinational companies in the areas of Internal Audit, Accounting, & Customer Service in the sectors of Oil & Gas, Telecommunications, & Consulting in Egypt & Saudi Arabia.

•Strong communication and analytical skills in Arabic & English.

•Confident, articulate, and professional speaking abilities and experience.

•Experienced in successful dealing with diverse groups of people.

•Skilled at evaluating options and generating solutions.

Educational Qualifications:

Pursuing CIA ( Certified Internal Auditor) – Part One

Planned to take the exam on February – 2020.

•Cambridge International Diploma in Business

University of Cambridge, United Kingdom – 2014.

•Foundation Certificate in Accounting and Finance

American University in Cairo, Egypt – 2013.

Career Certificate in Management

American University in Cairo, Egypt – 2012.

•Foundation Certificate in Business Administration

American University in Cairo, Egypt - 2011

•Bachelor of Commerce “Major Accounting”

Cairo University, Egypt – 2009.

Employment History:

Protiviti - Saudi Arabia, Riyadh

Protiviti is a global consulting firm that delivers deep expertise, objective insights, a tailored approach and unparalleled collaboration to help leaders confidently face the future. More than 4,500 people serve clients through the network of Protiviti and independently owned member firms in more than 70 offices in over 20 countries.

Internal Auditor

From: January -2017 (Present)

Main Responsibilities:

Carry out (Individually) all the responsibilities, fieldwork of internal audit engagements & Internal Control Review projects, & ensure the quality of work delivered as a project manager according to the Institute of Internal Auditors IPPF standards.

Attend Audit Committee meetings with the demonstration of active listening.

Identify key risks across different functions & develop risk-based internal audit plans.

Identify & discuss objectively internal audit recommendations with process owners & senior management.

Understand and respects the client’s culture, confidentiality of information acquired, engagement protocols, & expectations.

Obtain, evaluate, and interpret information to reach logical, fact- based conclusions considering highest levels of integrity.

Deliver quality work, meet deadlines, and conduct a self- review of work, considering the due professional care & competency requirements including appropriate technical expertise for the project.

Be proactively, Identify issues in a timely manner, & escalates appropriately.

Understands the assigned tasks perfectly and shows initiative and ownership of the tasks.

Adapts to changing roles and circumstances and maintains poise and appropriate behaviour.

Respects the client’s time by utilizing it as efficiently as possible.

Main Projects of Internal Audit Engagements & Internal Controls Reviews:

Internal control review (ICR) project for two times on 2017 & 2018 for a major telecommunication company in KSA & MENA region that involves evaluation of internal controls design and test of the existing internal controls effectiveness in more than 45 mega processes in different sectors of the company.

Carried out (Individually) all the responsibilities of an Internal Control Review (ICR) project for two times on 2018 & 2019 for a subsidiary of a major telecommunication company in KSA & MENA region, which included a total of 13 mega processes, covered the areas of: Strategy, Performance Management, Board Governance, Risk, Compliance, Treasury, Budgeting, Fixed Assets, General Ledger, Taxes, Financial Reporting, Accounts Payables, Accounts Receivables, Procurement, HR, Payroll, Facility Management, & the core activities of the company.

HR & Payroll Internal Audit engagement for a subsidiary of a major telecommunication company in KSA & MENA region, which included comprehensive scope of all HR & Payroll activities in the company.

Internal Audit engagements for one of the telecommunication companies in KSA covering the areas of: Corporate Governance, Strategic Planning, Budgeting, Legal, Compliance, Product Life Cycle Management, Customer Experience, HR, & Payroll, which included a comprehensive and deep assessment of processes under review.

Vodafone International Services – Egypt, Cairo

As a wholly owned subsidiary of Vodafone Egypt - the # 1 telecom provider - VIS is the largest off-shoring & outsourcing service provider in the MENA region delivering business excellence through providing world class integrated products & services of high quality and value.

International Customer Service Advisor - UK & Ireland

From: May, 2015 till: December, 2016.

Main Responsibilities:

Handle incoming calls / web-chats of Vodafone U.K. & Ireland customers regarding all technical, billing, complaints, and general queries related to Vodafone network and mobile phones in the U.K. and Ireland markets (Act as a frontline interface with customers of Vodafone U.K. & Ireland).

Provide customers with accurate information and the right solutions.

Resolve customer’s issues and follow up to make sure that issues had been resolved.

Work as part of a team to ensure offering world-class customer service at all times.

Be proactive in regards to the improvement of processes and procedures.

Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service.

Use job tools (telephone and computer) effectively.

Mentor and support new employees.

Attendance and punctuality.

Maintain professional work relationships with colleagues, supervisors, and managers.

Performs other duties as assigned by management (Joining back-office teams as a loan for assistance on a temporarily base).

TOTAL- Egypt, Cairo

TOTAL Egypt is a subsidiary of Total Group (French multinational integrated oil and gas company, and one of the seven "Super major" oil companies in the world). The company is active across the entire oil product distribution sector, with general sales, lubricants, marine and aviation activities as well as a retail network. The company runs a network of more than 226 service stations throughout Egypt.

Accountant & Customer Service Coordinator

From: August, 2010 till: December, 2014.

Main Responsibilities:

As Payables Accountant:

Review all invoices for appropriate documentation and approval prior to payment.

Process check request.

Respond to all vendor inquiries.

Maintain files and documentation thoroughly and accurately, in accordance with company policy and accepted accounting practices.

Assist in month-end closing.

As Receivables Accountant:

Research cash receipts, coding, and posting of receipts.

Research and applies unallocated cash.

Oversees client accounts, accounts receivable write-offs and payment reversals.

Provide monthly financial and management reports.

Posting all cash receipts, discounts, allowances, price difference, returns, and other chargebacks to customer accounts timely and accurately.

Assist in month-end closing.

Annual closing in terms of reflecting TOTAL Egypt white products (Fuel) stock at the end of the year.

As Treasury Accountant:

Monitor banks accounts.

Analysis of banks statements to reach mistakes compared to internal records and correct mistakes.

Prepare monthly bank reconciliations.

Prepare required monthly journal entries on a timely basis.

Assist in month-end closing.

As Customer Service Coordinator:

Delegated to perform specialties customer service manager duties three times.

Apply for daily lubricants and white products (fuel) orders on SAP.

Allocate due payments to due invoices.

Apply incentives on SAP to well sales performance customers upon management approval.

Apply sales returns on SAP.

Coordinates between sales and dispatching teams.

Handle sales team inquires through SAP on a devoted and responsible manner.

Provide daily customer service reports.

Report sales volume to TOTAL – Egypt top management in an accurate manner on a daily bases.

Work with TOTAL – Egypt top management through SAP upon my direct manager delegation and authorization on releasing urgent blocked fuel and lubricants orders.

Internships and Training History

Internship Position/ Training Course



1. Transport Insurance Specialist

Wethaq Takaful Insurance Company

July 2010

2. Summer Trainee

ABC Bank (Arab Banking Corporate)

Aug. 2008

3. Casual Jobs

Sydney - Australia

Summer 2006

4. Customer Care Training Program

Vodafone International Services

May 2015

5. English Language Courses

British Council & AMIDEAST

Nov. 2010

6. German Language Courses

Goethe Institute

Mar. 2010

7. Microsoft Excel

YAT Education Centre

Aug. 2010

8. Fresh Graduates Soft Skills Program

(10 Modules)

American Chamber of Commerce in Cairo –

Career Development Center

Feb. 2010

9. Negotiation Skills Course

American University in Cairo

Jan. 2010

10. Computerized Accounting Course

American University in Cairo


11. Banking Operations Program for Graduates (80 hours)

Egyptian Banking Institute – Central Bank of Egypt

July 2009

12. Banking Operations Program for

Undergraduates (40 hours)

Egyptian Banking Institute – Central Bank of


July 2008

13.ICDL Certificate UNESCO Sep. 2007

14.Microsoft Windows 2000 Faculty of Engineering – Cairo University Aug. 2002

15.Conversational English for Young Learners Course

American University in Cairo Summer 2000

Software and Computer Skills:

Team Mate: User

SAP: User

Great Plains: User

Seibel: User

Crystal: User

Vodafone Applications: User

Apple MacBook Pro: User

MS Office: Very good in most of programs.

Internet: Advanced


Arabic: Native

English: Fluent

German: Basic

French: Basic

Personal Data:

Nationality: Egyptian

Date of Birth: 15-April-1986

Place of Birth: Al Qassim – Saudi Arabia

Address: Al Jaradiyah, Riyadh – Saudi Arabia

Referees: Available upon request

Resume last updated on: 02-January -2020.

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