Customer Care Service

Rehan Naeem El Husseny

Saudi Arabia _ Khobar

Mob: + (966-********* Mob :+( 2-010********

Email: *************@*******.*** ************@*****.***

Summary

Highly motivated and educated HR professional, with excellent analytical and interpersonal skills and a can do attitude. I have had the honor to lead in some of the most growing companies in the Middle East, with a proven track record and expanding responsibilities. Strong ability to communicate at all levels and maintaining a balance between my entrepreneurial spirit and team work. Proven leadership on tasks that has a direct impact where orientation and change of management is the main objective.

Experience

August 2009 – Till July 2012

Human Resource Manager for Tawassol Group (Vodafone Franchise):-

Data Entry supervise and Management.

Responsible for all data entry, including new hires, terminations, status and salary changes.

Insure, Develop and Implement all company policies and procedures.

Ensure Payroll sheets are completed and approved in accordance with deadlines.

Assist staff with general payroll issues and questions.

Coordinate special payments when necessary.

Vacation and Sick Leave Records

Handling Recruiting, CV Screening, Offers, contracts and employees papers

Handling Open New accounts for staff.

Arrange and prepare all requirements for employee’s vacations.

Deal with all travel agencies for all company reservations and open new channels.

Arrange and Handling the social and medical insurance.

Utilize payroll and pay slip.

Responsible for Investigation for legal or personal problem in 20 stores

Responsible for make a visit for 2 stores every week to discuss any complain from staff.

January 2005-Till October 2007

First for Treading &Distribution(Vodafone Franchise)

HR Manager

Receiving, categorizing and archiving CV's.

Responsible for call candidates, handling interview procedures.

Screening CV's and talent management.

Conducting and arranging interviews process.

Carrying out the first interview with the candidates.

Conduction of the exit interviews and preparing the reports.

Arrange staff recruitment documentations

Prepare social and medical insurance documentations.

Handling HR mail internal and external requests.

Maintain office filling and archiving.

Responsible of Man Power database updates.

Investigated all disciplinary actions, both of conduct and poor performance

Contact with Lawyer and stores if they have any Legal Issues

Follow up stores licenses during preparing stores

Handling any issues related to Medical Insurance with stuff and insurance company.

Administrative Assistant

Work closely with the GM and executive managers.

Managing time schedules arrangements and meeting.

Handling the daily expenses.

Handling the budget with our financial

Organizing traveling schedule for Manager including reservation Air Tickets and hotel.

Making a weekly analyses and reports for stores consumptions.

Devising and maintaining office and filing systems.

Focal point between Maintenance, Cleaning, Security Company, Furniture suppliers and Stores.

May 2000 –September 2004 Raya Distribution, Nokia Egypt

Senior Customer Care

Review and adapt to information regarding product innovations, and new technology competitors and market conditions

Consult with clients after maintnance to make sure the problems are finished and provide ongoing support and relevant assistance.

Manages difficult or emotional customer situations and solicit customer feedback to improve service.

Trained and supervised New Customers Care Reps

Responsible for auditing a sub stock that I use in cases of swap phones.

Responsible for dealing with customer complain directly.

Ensure quality and timely deliver for mobiles.

Prepare a daily report.

Follow up customer problem if there is any problem in their phones after maintenance.

Call center Supervisor(For 8 monthes)

Executing Sales (computers &Dsl & mobiles and laptop) by phone

Manage the team of Call center Rep, work closely with them to ensure that all the company policy are implmented aggressively and that the Team understand the sales plans for their particular target .

To effectively plan, co-ordinate, control, measure and direct all operational activity in the

Call Centre to meet all agreed service requirements within agreed parameter.

Maintaining a high level of customer satisfaction by enhancing after sales services.

Introducing customers to additional products and services.

Handling customer’s inquiry, complains & Ensuring accurate and smooth day-to-day operational as well as cash-inventory handling.

Controlling call center procedures

Handling and following the telesales cycle and settle all sold items in a coordination with

Sales admin and finance department.

Accomplishments

Achieved 40 % from the sales target ( My team consist of 10 sales reps)

Handled approximately 1800 customers per month.

June 1998 – August 1999 Mokatam Laboratory

Analysis Specialist:

Responsible for any human analysis,take samples and write reports after results

After finished my study:

Participated in Mobinil Fair in Opera

During studying –May 1998

Participated in many project in my faculty that’s related to Biochemistry &Microbiology.

Personal Information

Date of birth :07/04/1978

Gender :Female

Nationality :Egyptian

Marital Status :Married and Have 2 Childs

Religion :Moslem

Education

Bachelor of Biochemistry

Graduation : 1999

Grade : Good

University : Agriculture college Cairo univeristy

Training Courses

“Customer Service."

Etiquette of customer interaction at IMI

Team building at International Marketing & Management institute (IMI)

Etiquette of customer service at IMI

ISO certificate at Tri-tech

Customer care workshop at Innovative Group

Time Management

Customer Care Certification

Special Courses

English course in AUC (Finished level 10 with grade very good)

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