PROFILE:

Customer support/technical support/ sales/ consultant/ trainer / public relation/ risk management and project management representative with 11 years of experience

EXPERIENCE:

Apr 2019 - Present

EGMED

Compliance officer

Develop Company Code of Ethics, review and update whenever necessarily.

Ensure that all employees are trained on the Code through various training channels.

Ensure the effective implementation of core compliance program and to provide support and guidance to ensure that Company activities are aligned with the letter and spirit of the local law, Egyptian authorities' regulations and compliance requirements of our business partners.

Build a compliance culture and a mind-set throughout the organization (Compliance messages included in management communication, company announcements, activities, newsletters etc….)

Compliance Officer Head of local compliance committee CC (compliance, regulatory, finance,) – Compliance Committee meetings to be held quarterly to review current procedures and take necessary decisions.

Implement compliance standards through written policies and procedures. This will include review, update and launch of current policies and procedures.

Ensure effective implementation of education and training program- Local policies and procedures are well communicated to the relevant employees through different communication channel (online, induction training, face-to-face training, email, session during meetings etc….)

Ensure good implementation of monitoring and internal audit. This includes of random sampling (quarterly) of major company activities such as sponsorships, donations, interactions with health care and customers, etc….

Ensure proper implementation of Due Diligence for third parties intermediaries, this will include coordination with legal to review and update contracts if necessary.

Approve high risk activities (this to be identified and aligned with management team).

Track of potential compliance violation. This includes leading investigation with expert and relevant dept. and takes corrective and remediation action aligned with HR department and management team.

Work with relevant dept. to enhance current processes to minimize compliance risk.

Drug regulatory affairs specialist

Preparing importation files in order to get the ministry of health approval to import products.

Keep tracking international certificates and make sure that they are up to date to prevent any delay.

Make reports and assure that all books and reports are clear and up to date

Handle any opening issues related to the opened file in MOH

Prepare inspection files and align with inspectors from MOH to get release for the imported products to be available for sale in the local marker.

Attend inspection processes with the MOH inspectors

Prepare the withdrawn samples by the inspector and its documents to send them to analysis in VACSERA, follow up until getting the conformities, and then release them.

Contact the international suppliers and align with them to handle open cases, getting the updated certificates and any related issues to the imported products

Archive all documents soft and hard and make sure that all archived documents are completed and nothing missing to facilitate workflow.

Nov 2018 – Apr 2019

Europe car Egypt

Senior account manager

Generate sales among client accounts, including up-selling and cross-selling

Operates as the point of contact for assigned customers

Develops and maintains long-term relationships with accounts

Makes sure clients receive requested cars and services in a timely fashion

Ensure that the cars will get the regular maintenance in the proper time (maintenance, tires changes ... etc.)

In case of accidents, ensure to deliver replacement car to the customer till his car get fixed

Communicates client needs and demands to employer company

Forecasts and tracks client account metrics

Manage projects within client relationships, working to carry out client goals while meeting company goals

Identifies opportunities to grow business with existing clients

Coordinate with staff members working on the same account to ensure consistent service

Collaborates with sales team to reach prospective clients

Service multiple clients concurrently, often meeting deadlines

Keep records of client transactions

Track financial transactions

November 2017- September 2018

Etisalat UAE

Retail senior Advisor

Act as the primary point of contact with our customers' accounts.

Handle the day-to-day interactions and solving any problem and any technical issue related to any customer's account in terms of billing problems, sales, general inquires and achieving all requests through the concerned parties …. etc.

Helping customers in fulfill their needs and achieve the most suitable products to fit their requirements and usage and also their budgets.

Make corporate and individuals deals and make sure that all required documents are correct and exist to minimize and avoid any rejection requests to achieve maximum level of customers' satisfaction.

Implement high quality standards of Customer Service for the

all segments in order to exceed their expectations and to

assure their satisfaction.

March 2013- November 2017

Vodafone Egypt

Business support and Resignation representative

Responsible for employees’ lines (new hired, existing and resigned)

Handling employees’ emails and requests regarding their accounts

Make sure that all required services to facilitate business flow are activated properly

Assure that all employees’ benefits (related their accounts) are clear and easy to understand

Provide employees by all policy and procedures

Consumer activation representative

Handling retail requests like activating, deactivating and converting lines as per customer request.

Achieving customer satisfaction and good experience.

Showing a leadership capability within regular & selected delegation role from my managers

Handling projects like system enhancement and testing new projects before launching to make sure that it will work the same way and for the same purpose it made for, and also make sure that all details related to that project are in the right track like time management and planning and arrange with several departments in the same time to get the project's parts together.

Arrange meetings for any project or enhancements or new products and align with all stake holders to avoid any kind of conflict.

Write business and communication emails and business presentations and handling many tasks.

October 2010- March 2013

Vodafone Egypt

Retail Advisor and technical support

(Enterprise and consumer accounts)

Act as the primary point of contact with our customers' accounts.

Handle the day-to-day interactions and solving any problem and any technical issue related to any customer's account in terms of billing problems, sales, general inquires and achieving all requests through the concerned parties …. etc.

Helping customers in fulfill their needs and achieve the most suitable products to fit their requirements and usage and also their budgets.

Make corporate and individuals deals and make sure that all required documents are correct and exist to minimize and avoid any rejection requests to achieve maximum level of customers' satisfaction.

Implement high quality standards of Customer Service for the

all segments in order to exceed their expectations and to

assure their satisfaction.

Communicate between various sections within the department to

facilitate the flow of work and to ensure maximum service to the

customers.

Prioritize and achieve multiple tasks, establish and meet deadlines.

Manage the deals and activations requests and accurate follow up with customers.

Achieve the monthly sales targets.

Dealing with all level and all categories of customers and have the ability to handle all of them.

In store trainer train new comers and giving training to the employees in the store regarding technical issues, product knowledge, company process, new offers, and dealing with all kind of customers.

Technical support:

Technical support handling all kinds of technical issues related to SW (Android – blackberry- IPhone- USBs-Routers- 3G- mobile internet…. etc.)

Handling routers and USBs firmware and USBs interface.

Upgrade OS for handsets.

Transferring data between handsets wither they are old versions or new ones.

May 2010 - October 2010

Ring as Customer care representative

September 2009 till May 2010

Raya Contact Center as Customer support to Wadi Degla Company

March 2009 till September 2009

AUC (American University in Cairo) as an Accountant (temporary project for 6 months)

Jun 2008 - March 2009

Mobinil as Customer Service representative

Jan 2008 - Jun 2008

Al-Nasr Al-Amma for constructions (Hassan Mohamed Allam) as and an Admin Assistant

TRAINING EXPERIENCE:

November 2012

Raya contact center: Account advisor for Etisalat UAE

Technical training about internet and IPTV

July 2006

National bank of Egypt (Department)

July 2005

Alwatany bank of Egypt (Deposits and customer service Department)

July 2004

Misr Romanian bank [MRB] (Now Blom Bank): (customer service Department)

EDUCATION:

July 2007

Bachelor Degree from Sadat Academy for Management Sciences

(business administration, banking and finance)

LANGUAGES:

English: Fluent (spoken & written)

French: Fair.

German: Fair

Contact this candidate