Mohamed Nabil MohamedAddress: 77 Ebad El-Rahman Compounds, Ring Road

, Maadi, Cairo, EgyptE-mail: mo.nabil1988@gmail.comCell Phone: (+2) 0101 398 888 9

Objective:

Join a team in a rapidly growing company where I would be challenged and given the opportunity to prove and improve my skills, produce to the benefit of the company thus, gaining importance and developing my career within that company.

Professional experience:

From November till present: TNT Company“Front Line Rep.”

Inbound transactions To differentiate TNT’s service offering by providing customers with friendly and professional multi-channel communication during every inbound transaction and enquiry and to provide the customers with accurate information based in their needs.

Outbound transactions To deal with booking exceptions (ad hoc, cross location bookings, dangerous goods, debtor status, awkward freight) in a productive and high quality manner

Complaint Handling Identifies when a customer is making a complaint and follows the agreed global

complaint handling process Wherever possible aims to resolve the complaint during the first contact with the

customer when passing the complaint to an appropriate owner ensures accurate and full details

are recorded in the correct system Ensures the customer is aware of who will contact them and when and of what the next

steps will be if requested passes the caller directly to the appropriate complaint owner for action

Revenue Generation & Retention To identify and act on selling opportunities to retain or generate revenue, whilst providing suitable solutions to customers’ requirements

Administration To ensure transactional information and system entries are completed in an accurate, complete and timely manner.

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From November 2014 - November 2015: Vodafone Internet Customer Care“Technical Support Rep.”

Act as a first line of support to all VF Egypt internet users’ inquiries (technical / billing). Provides relevant and accurate information (Services, Products & Policies) Follow up with second line of support to make sure that all escalated problems will be

solved in the appropriate time Provide customer with appropriate options/right suggestion. Respond and solve all Vodafone Egypt internet customer inquiries regarding all internet

Service and provide an end-to-end ownership to these inquiries till closure. Coordinate with customers to assist them with any questions or issues arising from their

use of Vodafone’s internet Service and relative hardware. Take the ownership of escalated service requests through problem resolution for the

benefit of Vodafone’s internet customers. Ensure elimination of wrong transactions that leads to financial negative impact. Own all customer inquiries regarding internet till closure and post resolution call to ensure

customer satisfaction and close case. Handle escalated calls from either the call center or directly from the customers to an

outcome of maximum customer satisfaction. Conduct outbound calls to customer problems received from call center / corporate agents

to ensure solving the customer problem according to the Service Level Agreements.

From June 2013 - November 2014: OT VENTURES “HR Coordinator” (Recruitment)

One of the responsibilities of the HR recruiter is to seek out professionals with the right combination of experience, education and skills to fill a particular position. Employers typically depend on HR recruiters to attract employees who fit a job description and have the potential to become valuable additions to the company. To achieve this objective, HR recruiters typically work with hiring managers to develop recruiting plans and write job descriptions. Then, they publicize openings by posting them in appropriate outlets and work toward developing a pool of qualified individuals.

HR professionals can identify recruiting opportunities by researching new sources for talent, cultivating relationships with industry professionals and networking with college placement officers and staffing company personnel. HR recruiters often represent an employer at public events, such as job fairs and community job outreach programs.

Additional HR recruiter duties are aligning the hiring process, beginning with screening applicants and interviewing potential hires, followed by making recommendations, writing offer letters, conducting reference checks and negotiating contracts.

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From March 2013 – June 2013: Tropex Cargo Services (Training) “Import & Export Coordinator”

Responsible for handling all ocean export shipments from Egypt’s ports up to any destination.

Responsible for handling all import shipments from any station up to Egypt’s ports.

From December 2010 – February 2013: TE Data (Call center agent)

“Technical Support”The job holder is responsible of creating technical tickets for customer’s problems and handling orders, rapidly responding to the customer and assisting the customer with installation and basic questions. He/she is also responsible of providing the customer with knowledge about ADSL service, escalating issues to second level support, following customer problems and achieving customer satisfaction, increasing businesses diversify and products, and having the ability to receive and handling the complaints and providing technical support to the customers.

“ Account Management (Sales) Rep.” Account management specialists are responsible for handling calls from new and existing customers regarding a variety of requests. Using their knowledge of products or services as well as great customer service skills, these professionals address issues, provide support and offer information, as needed, to keep customers satisfied and retain business.When customers want to buy a product or service, these are the people who answer the call. Success requires an intimate knowledge of the products or services being sold, great communication skills and sales experience. The ability to cross-sell products is also essential. Demonstrated success in sales and customer service is required. 

Education:

November 2009 Helwan University Cairo, Egypt

Bachelor from Faculty of Laws Grade: Fair

Courses and Certificates:

01. 2016 Export Controls III 11. 2014 MCIT. 06. 2011 Raya TTT or TOT (Train the Trainers). 11. 2010 Raya Communication and Soft skills. 11. 2009 Five Levels English course in Berlitz.

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Skills:

Language Skills:

Arabic: Mother tongue English: Fluent

Computer Skills:

Excellent knowledge of Windows, Internet and Network. Excellent knowledge of Ms Word, Ms Excel, Ms Access, Ms Outlook, Hardware

and computer maintenance. Windows 2003, 2008 server administration. Windows Domain and ISA Firewall Administration. Network Administration.

Personal Skills:

Hard Worker Extremely motivated Sales & listening skills Business & Negotiation skills High able to work under pressure Decision maker Outstanding communication Dynamic and ambitious

Personal information:

Date of birth : 25 - 3 - 1988 Nationality : Egyptian Marital status: Married Military status: Exempted

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