Mohamed E. Youssef 7 Youssef Abbass Street, Nasr City

Cairo, Egypt

Phone #: + (202) 240 11 352

Cell phone #: +2 0100-017-2893

E-Mail: mohamed.e.youssef@hotmail.com

CAREER OBJECTIVE

A self-motivated, professional, creative individual, seeking a professional career,

where I can enhance my abilities to its maximum potential, and where my experience

background will leave a finger print of more success to the business; and leading to more

enhancement and development.

QUALIFICATIONS

1. Training and skill transfer techniques.

2. Remarkable knowledge in sales and marketing skills.

3. Remarkable supervisory experience in call center.

4. Expertise in providing and receiving coaching and feedback.

5. Good understanding of operational functionality.

6. Proficient with MS Office suite and center technology.

7. Ability to review departmental processes and work flows with view of improving

efficiency.

8. Ability to oversee, establish and document departmental procedures.

9. Ability to update database with accurate information in a timely manner.

10. Ability to assist in role playing with teammates to gain confidence and experience.

11. Exceptional leadership, management and motivational skill. EDUCATION

January 2013: B.Sc. of Pharmacy

Faculty of Pharmacy

Al-Ahram Canadian University (ACU) http://www.acu.edu.eg/

July 2006: Graduated From Modern Education Schools (MES) http://www.mes.edu.eg/

PROFESSIONAL EXPERIENCE

March 2008 - February 2009: Sales Representative at Verizon

Yellow Pages – USA

BPO (Business processing overseas), and offshoring services to

USA.

Identify opportunities, produce leads and book appointments for the

sales force with the emphasis on high quality leads.

Develop creative pitches and propositions aimed at specific industry

sectors

Proactively follow up leads generated from canvassing by the account

managers.

Use of initiative to identify and follow up opportunities with

companies who are not already on the database.

Manage the database to a high degree of accuracy to ensure targeted

marketing activity can take place to generate new business

Work closely with the marketing team to achieve sales objectives.

Attend monthly meetings with the Corporate Account Managers to

update information and discuss any issues.

February 2010 – June 2011: Customer Service and Sales Representative at Stream.

http://www.stream.com

BPO (Business processing overseas), and offshoring

services to USA.

Answer phones and respond to customer requests.

Sell product and place customer orders in computer system.

Provide customers with product and service information.

Upsell products and services.

Transfer customer calls to appropriate staff.

Identify, research, and resolve customer issues using the computer

system.

Follow-up on customer inquires not immediately resolved.

Complete call logs and reports.

Research billing issues.

Research misapplied payments.

Recognize, document and alert the supervisor of trends in customer

calls.

Recommend process improvements.

Other duties as assigned.

June 2011 – February 2012: Trainer, Associate at Stream.

http://www.stream.com

BPO (Business processing overseas), and offshoring services to

USA.

Conducts new hire classes for contact center Customer Service

Representatives, Support Staff and Leadership.

Conducts classroom training on product releases, support tools,

processes and policies updates

Coaches and mentors new hires through shadowing/nesting and

on–the-floor support, to improve performance

Generates reports and tracks progress of trainees and personnel

during training period

Maintains a level of expertise regarding business processes,

corporate initiatives, and has a thorough understanding of training

program and Quality Call Monitoring guidelines and Operation

metrics.

Assists in the evaluation of the effectiveness of training based upon

formal and informal feedback from customers and the end users

Conducts training needs analyses based on gap assessment

methodologies providing solutions and follow through training

plans

Develops assessments which are tied to class objectives.

Prepares lesson plans, training aids and manuals relevant to

training materials

Communicates and coordinates with other trainers and contact

center personnel located globally.

Foster open communication with supervisory team and actively

strive to develop strong working relationships with all call center

personnel.

Attend conference calls and meetings, as needed.

Has the ability to work on and prioritize multiple projects or

project components simultaneously with minimal supervision and

a great level of detail.

Has the ability to solve problems and to identify opportunities for

training through the use of analytical and critical thinking.

Quickly and independently becomes an expert on company

standards, procedures, tools, etc. in order to produce deliverables

in a variety of formats, on time, while adhering to standard

publishing guidelines.

Handles high volume of training content, and multiple projects

with aggressive timelines.

Effectively applies industry standards and adult learning principles

in the design, development, and delivery of training

February 2012 - March 2014: Acting Team Manager Operations at Stream

http://www.stream.com

BPO (Business processing overseas), and offshoring

services to USA.

Driving Performance.

Responsible for the day-to-day activities and guidance of

the team members. Setting targets, implement guidelines,

and assist with any issues the employees may have.

Ensuring that all members understand the team’s

objectives and work together to achieve it. Constant

monitoring to ensure that everyone is working towards

the same goal.

Working with remote teams, using technology, workplace

diversity, management styles, mediation, macro, and

micro-management.

Implement team goals or objectives.

Supervise, train, and guide team members.

Mediate any interpersonal issues.

Inspire and motivate team members.

Provide effective feedback.

Manage remote teams.

Knowledgeable about each team member’s job role.

April 2014 – Present: Medical Representative at Galaxo Smith Kline – Egypt

http://www.gsk.com/

Multi-National FMCG Pharmaceutical Corporation.

Primary health care unit specialist

Institutional experience in branding products in

operations, and ICU.

Achieve and exceed sales target as per the company’s

guidelines & policy

Promote Company’s brand & make products available at

Chemist / Retail outlet, etc.

Increase and generate prescription base in a defined area.

Use strategically inputs and promotions materials given

by Marketing Dept. from time to time to Health Care

professionals.

To conduct market research and to identify potential

market and transfer market information.

Organize events, seminars, etc. for promoting brands.

COURSES

October 2009: Business Communication in the Canadian Training Center of

Human development.

TRAINING

June 2007 – August 2007: (Summer Training) El Demerdash Pharmacy

June 2008 – August 2008: (Summer Training) Noha Pharmacy

ACTIVITES

PEOPLE TO PEOPLE INTERNATIONAL (PTPI): a Non-Governmental

Organization (NGO). Increasing the understanding, and friendship. Through educational,

cultural, and humanitarian activities.

SKILLS

Computer: Excellent command working knowledge with

Microsoft office (Word, Excel, Power Point)

Language: Arabic: Written & Spoken – (Native)

English: Written & Spoken – (Near Native)

PERSONAL DATA

Date of Birth: 04 Mar. 1989 Place of Birth: Cairo - Egypt

Nationality: Egyptian

Marital Status: Single

Military status: Exempted

Driving License: Available

References Available Upon Request