Emergency Response Team Leader for minor Refugees

Michael Anwar Shaker Yanni

* ***** ******* **., *** Nozha, Heliopolis, Cairo, Egypt

E-mail: ********@*****.***

Tel: (202-********

Mobile: +2-012********

I have a clear, logical mind with a practical approach to problem solving and a drive to see things through to completion. I have a great eye for detail. I am eager to learn, I enjoy overcoming challenges, and I have a genuine interest in Business Management. I am eager to join your company to learn from your high experienced staff and to have the honor to implement what I learned through my years of experience.

WORK EXPERIENCE:

Emergency Response Team Leader For Minor Unaccompanied Refugees, Child Protection Unit< Caritas Egypt, United Nations High Commissioner For Refugees Partner. 01/02/2019 till Current

Managing the 8 community volunteers

Make sure that the children in the care setting are well- taken care of.

Supervision of the care apartments.

Coordination Meetings with partners.

Regular meetings with communities.

Regular follow up with the community volunteers and team members who will report to him/ her.

Communicate with the partners in regards with the referred cases.

Following up with the families in the care arrangements settings.

Working with the volunteers to identify longer-term caregivers under certain criteria.

Develop a network of brokers and potential places to be rented.

Ensure sufficient trained community members with backup planning if required.

Supervise and arrange for care givers and volunteers to be trained / oriented and briefed on child safe guarding policies and procedures.

Work with the volunteers and community to develop a plan B to replace either transitional or long –term families.

Receive lists of names and contact information for different community members in various areas who can support and response in cases of emergencies.

Regularly review the documentation process of cases and updated databases to ensure a comprehensive record of the case, in accordance with data protection protocols and confidentiality principles.

Setting a follow up plan under the supervision and the help of the project manager, through regular visits and phone calls, if the current setting found to be uncomfortable; it will be changed by the volunteer.

Business Continuity and Crisis Management Team Leader in the Human Resources & Corporate Support Department, Orange Egypt. 17/01/2013 till 31/01/2019

Responsible for a team of 15 to 20 employees in terms of Performance, Coaching and appraisals

Strictly follows Incident Escalation Matrix to send communications to the right recipients according to the established SLAs.

Archives all the messages received by and/or sent from CMC hotline, and document the Log Book for all the incidents.

Reviews and updates CMC communication lists, Network SMS groups, Crisis Communication Guideline on a monthly-basis.

Reviews and updates incident escalation matrix in coordination with Global Supervision Team on a monthly-basis.

In coordination with HR, ensures that each supervisor has updated contacts of his/her team on a quarterly-basis.

In coordination with HR, reviews and updates complete Expats contacts on a quarterly-basis.

Obtains updated mobile dials for all employees from HR on a monthly-basis.

Sends Bulk SMSs to employees whenever needed.

Prepares a weekly report reconciling messages received from Global Supervision Teams and Incidents created on HP Open-View System and highlighting gaps.

Prepares a monthly report for all the incidents within the first week of every month.

Prepares post-incidents reports for major incidents within 10 days after the closure of such incidents.

Updates Serious Past Events Card by adding major incidents.

Follows up with problem owners to ensure closing all the pending incidents as well as concluding the actions identified following major incidents Schedules, Crisis Conference Calls on Crisis Conference Bridge when needed.

Maintains the status of Emergency Stock on a monthly-basis.

Manages the renewal of Crisis Communication Means (CMC Hotlines, Walkie-Talkie licenses and Satellite Phones on an annually-basis as well as the emerging issues).

Prepares the Shop's Criticality Analysis each quarter.

Outdoor Sales Senior Representative, Complementary Sales Department, Orange, Egypt

25 Dec 2011 – 16 Jan 2013

Responsible for increasing the “Add & Win” project base of members by selling bulk lines to dealers.

Following up the economical part with dealers.

Tailoring special offers to all the members in the project.

Monitoring the complementary channel kiosks.

Senior Representative, Customer Service (250 Enterprise Customer Service) Orange Egypt, 09 Apr 2011 – 24 Dec 2011

Responsible for handling all inquiries and complains by the enterprise market and Corporate accounts.

Senior Representative, Customer Service (8000 Orange Directory) 30 May 2010 – 08 Apr 2011

Responsible for handling all kinds of inquiries related to the directory services such as currency rates, random commercial contacts and cinema reservation.

Representative, Network Complain Handling Department 1 Apr 2010 – 29 May 2010

Responsible for handling all kinds of network complains

Handling candidates’ requests for Sites Deployment

Reporting to the network technical engineers

Customer Service Representative, Customer Service Department (110 Personal Call Center) Orange Egypt

15 Dec 2008 – 30 Mar 2010

Responsible for handling all kinds of inquiries and complains for individual customers.

EDUCATION:

Bachelor of English Business Administration, Modern Academy, Cairo, Egypt June2008

Major: Management section

Graduation Project Grade: Excellent

Thanaweya Aamma, Saint George English School, Cairo, Egypt May 2004

ISO 22301, Implementation Course, Business Continuity Management Systems (Certified Lead Implementer) Dec 2013

Psychosocial Support Course Level 1, Egypt Red Crescent Jul 2019

Psychosocial Support Course Level 2, Egypt Red Crescent Nov 2019

ACTIVITIES:

Basket Ball Team Member in El Shams Sports Club

SKILLS:

Computer Skills

Excellent in Microsoft Word, Excel and Power Point

Excellent in Internet Browsing

Windows 2000, XP, Windows 7 and VISTA

Email and Scanning

Communication Skills

Fluent in both written and spoken Arabic and English

Special at time management and organization

Excellent at interpersonal communication skills

Excellent at presentation skills

Work under pressure

Excellent Analysis Skills

Excellent Team Management Skills

Excellent Coaching Skills

HOBBIES:

Listening to Music

Basket Ball

PERSONAL DATA:

Date of Birth: 21st Feb. 1987 Place of Birth: Cairo, Egypt

Nationality: Egyptian Marital Status: Married

Military Status: Exempted

References available upon request

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