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NESMA ALY ASSIM ABDULHAY

MOHAMED EL-SAUDI

** * ** ****** **** el Masry Street, Heliopolis, Cairo- Egypt addf1b@r.postjobfree.com

(202-******** Mobile +2-010********

PERSONAL INFORMATION

Birth Date: 30/3/1986

Birth Place: Abu Dhabi, United Arab Emirates

Gender: Female

Marital Status: Married

Nationality: Egyptian

Residence: Egypt

Religion: Muslim

CAREER OBJECTIVE

Seeking an honourable position as supervisor or team leader in the field of customer service, human resources or administration in a reputable school or institution,where my academic background and interpersonal skills are well developed and utilized. Also, to secure a challenging position where I can effectively join the professional growth & efficiently utilize my academic background.

EDUCATION

University: Ain Shams University.

Degree: Bachelor Degree in English language and literature from faculty of Arts, Department of English

Graduation year: 2008

Grade: Good

High School: Talaee El-Kamal Language Schools [KIS]

Grade: Secondary Education Certificate, Grade: 96%

Primary school: British International School [BIS] / The International School of Choueifat, Abu Dhabi.

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AWARDS

● Amecotech “Top producer” 2008.

● Vodafone “Top reseller” Award for September 2009.

● Cisco “Employee of the Quarter” Award from Jan to March 2010.

● Cisco” Employee of the Quarter” Award from March to June 2010.

● Cisco “Employee of the year” Award for 2010.

● Cisco” Employee of the Quarter” Award from March to June 2011. WORK EXPERIENCE

Jan 2013 - Feb 2019

“Customer Service designated Officer” at the Cultural Department of the British Embassy (British Council Heliopolis Branch)

Customer Service Officer contributes to the achievement of the customer service team in line with country strategy supporting implementation of projects through:

● Customer service excellence and monitoring and evaluation for various projects and programmes through physical and virtual support within British Council Egypt.

● Ensuring that a consistently excellent level of care is provided to internal and external customers in line with British Council corporate standards;

● Acting as the receiving point for all physical drop-offs;

● Compiling monthly statistics on customer flow;

● Events and facilities work.

To contribute to the achievement of the customer services team in line with country strategy supporting implementation of projects through:

Customer service excellence and monitoring and evaluation for various projects and programmes through physical and virtual support within British Council Egypt.

ensuring that a consistently excellent level of care is provided to internal and external customers in line with British Council corporate standards

Events and facilities work

Context and environment

The Customer Services Officer is the first point of contact for many of our customers and is a crucial representative of the British Council’s values, standards and quality of service.

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Accountabilities, responsibilities and main duties: Accountable to Teaching Centre Resources Manager, for the successful delivery of specific customer services activities.

● Responsible for providing customer service and administration support to Marketing, Communications, Examinations, Teaching, Programmes and Resources teams in British Council Egypt.

● All duties are in line with our Equal Opportunities & Diversity, Child Protection, Environmental and other overarching corporate policies: Specific duties of mine include:

Enquiry Handling:

● Ensure a courteous and efficient first point of contact for external parents visiting Egypt office with customer expectations exceeded.

● Handle all online, telephone and face to face first level enquiries related to British Council activity in Egypt.

● Ensure successful registration of candidates wishing to enroll for UK examinations and English language training programmes.

● Collect, analyse & report on feedback received from parents according to agreed standards.

● Collect and ensure up to date knowledge of all British Council programmes

● Forwarding all 2nd level enquiries to relevant colleagues and ensure they are attended to within specified timelines.

● Carrying out all front of house duties.

Managing contact channels:

● Act as the receiving point for all physical drop offs – letters to the office, job application forms, English and Exams application and registration documents and disperse various documents, letters & invitations from back office teams to contacts when required.

● Ensure that cash are collected, recorded and submitted to the finance department in accordance with financial standards and policy.

● Receiving point for all physical drop offs – letters to the office, job application forms, English and Exams application and registration documents.

● Ensure that cash are collected, recorded and submitted to the finance department in accordance with financial standards and policy.

● Recording accurate statistics on enquiries received and dealt with.

● Basic enquiries comprehensively handled according to regional and country customer service standards.

● Parents’ enquiries effectively tracked for follow through to completion.

● Work as a member of a team of Customer Service Officers to ensure the front desk is covered during working hours.

● Develop a proactive approach to customer / parent relationships by liaising effectively and frequently with parents and by ensuring effective and timely provision of service.

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● Manage first level of complaints and be responsible for providing feedback within agreed timeframe.

● Effective management of the British Council website and the social media pages according to agreed standards.

● Positively engage with parents, provide a professional level of service and tackle challenges and negative feedback to the agreed standards.

● Ensure parent feedback is discussed and escalated effectively.

● Product Assistant - Events and visits.

● Be available to carry out front-of-house duties at all BC managed events. Reporting and Monitoring Evaluation

● Compile monthly statistics on parent flow on both walk-in, online and telephone parents and send report to the management team.

● Ensure the front-of-house is functioning to the agreed service levels; making sure parents are served quickly for short enquiries, queues are managed and that they have a positive experience of the British Council.

● Ensure feedback is solicited from parents.

● Ensure all customer service points reflect brand and corporate values including intercultural and Equality, Diversity and Inclusion (EDI) and child protection policies.

● Key risks identified are escalated to the line manager on the spot.

Delivering training sessions for my team in soft skills & up-skilling representatives to acquire technical multi-skills.

Delivering refreshment sessions for new products, soft skills for new-hand representatives.

Delivering training sessions for the new waves joining the British Council.

Designs and coordinates training programs based on organizational and employee needs, conducts training courses, interfaces with the internal and external clients on behalf of the organization.

Develops training resources by preparing notes and visual displays in coordination with training needs and specific departmental needs. General support, including:

● Maintaining contacts databases.

● Sending out exams, resources or programmes related communications.

● Provide administration assistance to Country Director when required.

● Ensuring that all customer service activities are consistent with key Equality, Diversity and Inclusion principles.

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October 2009 – December 2012

Working at Xceed as a technical support advisor and Real Time Manager at CISCO systems, 2nd line assistance and handling back office work. Main duties and responsibilities:

● Acting as a Team leader for a team of 15 agents.

● Queue Master: responsible of reassigning cases and emails to the whole account along with managing the breaks and tasks for all the team.

● Calculating the whole account’s KPIs (Key Performance Indicators) and managing everyone’s numbers.

● Working as Technical Back Office and answering all Cisco Customers’ queries via emails.

● Handling seven different queues or line of business: 1- All Technical issues for Cisco’s products.

2- All Technical issues and questions regarding Cisco’s website

(www.cisco.com).

3- All Cisco’s Certifications issues.

4- Managing Cisco’s customers and Partners’ contracts. 5- Web chat service: Handling all different customers’ issues via chatting. 6- Routing all customers’ technical cases to the right teams and engineers. 7- Taking final decisions for entitling customers to the right support. Worked as a Human resources coordinator for 1 year. Main duties and responsibilities:

*Responsible for recruiting, screening, interviewing and placing workers.

* Handling employee relations, payroll, benefits, and training, human resources managers plan, direct and coordinate the administrative functions of the organization.

* Consult with employers to identify needs and preferred qualifications

* Interview applicants about their experience, education and skills

* Contact references and perform background checks

* Inform applicants about job details such as benefits and conditions

* Hire or refer qualified candidates

* Conduct new employee orientations

* Process paperwork

* Plan and coordinate the workforce to best use employees' talents

* Resolve issues between management and employees

* Advise managers on policies like equal employment opportunity and sexual harassment

* Coordinate and supervise the work of specialists and staff

* Oversee recruitment and hiring process

* Direct disciplinary procedures

* Delivering training sessions for my team in soft skills & up-skilling representatives to acquire technical multi-skills.

* Delivering refreshment sessions for new products, soft skills for new-hand

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representatives.

* Delivering training sessions for the new waves joining the British Council.

* Designs and coordinates training programs based on organizational and employee needs, conducts training courses, interfaces with the internal and external clients on behalf of the organization.

* Develops training resources by preparing notes and visual displays in coordination with training needs and specific departmental needs. Jan 2009 – October 2009

Working at Vodafone International Services (Vodafone Australia) as Customer Care Representative and International account advisor. Main duties and responsibilities:

• Delivering customer service appropriate to customer needs and exceeding their expectations with technical support on all Vodafone hardware, software queries.

• Managing customers’ accounts and invoices and help customers understanding, paying, installing and adjusting their bills.

• Efficiently handling and resolving customer queries (First Time Resolution), whilst demonstrating Vodafone’s values and behaviors’.

•Provide instruction to appropriate customers (internal & external) to help themselves through agreed self-help processes.

•To continuously develop up-to-date knowledge of the Vodafone devices/products, services and operating systems.

•Ensure that incoming calls are answered within specified targets for levels of productivity.

•To play an active role in the delivery of department objectives on quantity (within SLA), quality and customer interaction.

July 2008 – December 2008

Working as an International Account Representative in "Ameco-tech Corporation”

Main duties and responsibilities:

Telemarketing advisor responsible for selling advertisements to business men all over the States.

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GENERIC SKILLS

● Communication skills: Able to communicate clearly and effectively, follow directions and mediate disputes, quick adaptation and fast learner.

● Problem solving skills: Identify problem causes, determine steps to resolve and assess solutions.

First Aid Course: took a first aid course in which I can provide immediate care and help in case of emergency until full medical treatment is available.

● Team Work: Cooperative, Work individually or on a team, build consensus, hard smart worker, ambitious and self-motivated.

MAIN SKILLS

ICT [Computer skills]:

ICDL "International Computer Driving License " holder.

Proficient user of Operating systems Microsoft windows platform.

Professional user of SAP ( Systems Applications and Products) in Data Processing.

Professional user of Oracle system.

Good knowledge computer Software and Hardware Troubleshooting.

Good user of Microsoft Office Application Software.

Excellent internet navigator user & E-mail Applications.

Familiar to get and study for any new field or technology

Rapid English Typing.

Languages:

Arabic: Mother Tongue.

English: Excellent written & Spoken, Fluent with a native-like accent.

French: Good Written & Spoken

OTHER KNOWLEDGE AND POINTS OF STRENGTH:

● Working under stress and for a long time with high ability to gain professional work experience

● Good communication with others

● Helpful, Ambitious and Honest

● Relatively rapid in typing English

● Hyperactive

● Reliable

● Very Patient, Loyal & Reliable

● Willing to learn & be updated

● Aiming at different positions that give me experience and knowledge.

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HOBBIES

● Working as a free-lance makeup artist [Certified]

● SFX Makeup

● Drawing & Painting

● Reading English novels & dramas & Mythological &Fable Stories REFERENCES

Finally, I want to thank you for the time you have given my curriculum vitae and I hope my qualifications will meet your requirements & further information ;besides, excellent references are available upon request.

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