M A H M O U D S A M I R H E N D Y Address: Najma, Doha, Qatar Mobile: (+974)33317282 & (+974)70777848E-mail: mhendy2022@gmail.com

OBJECTIVE:

To secure a position that will lead to a lasting working relationship in the field of "Accounting or Customer service" and I feel that my strong communication skills, educational background will enable me to the advancement of both myself and your honorable Enterprise.

EDUCATION:

- Bachelor of Commerce, May 2006.- Major: Accounting.- Zagazig University, Egypt.- Grade: Good.

COURSES:

Certificate in Consumer Banking - An Introduction from Doha bank E-Learning.

Certificate in Consumer Banking - Products from Doha bank E-Learning.

Certificate in Branch Banking from Doha bank E-Learning. Certificate in Banking Channel Management from Doha bank

E-Learning. Certificate in Consumer Banking - Marketing from Doha bank

E-Learning. Certificate in Consumer Banking - Selling from Doha bank E-

Learning. Certificate in Retail Banking - Customer Service from Doha

bank E-Learning. Certificate of training completion in Ooredoo Mobile services

from 19/05/2013 to 15/06/2013 at Ooredoo Learning Centre - Abu Hamour.

Certificate of Achievement in Erteqaa I - Business Etiquettes & II - Phone Etiquettes from Bbusinesss.

International Computer Driving Licence (ICDL) Certificate from Ministry of Communications and Information Technology – Egypt.

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Certificate in English conversation from Cisco Center for Languages & Computer.

Certificate in Manual Accounting from Accountants Training Academy (ATA).

Certificate in Computerized Accounting from Accountants Training Academy (ATA).

Certificate in Cost Accounting from Accountants Training Academy (ATA).

Certificate in Peachtree Accounting Application from Accountants Training Academy (ATA).

EXPERIENCES:

RECENT WORK:

- October, 2014 till Now: Working as Customer service Executive

for Doha Bank Main Branch in Grand Hamad St.

Department: Alternative Distribution Channels / Call center Division: Retail Banking

Job Description:

- Receive in-bound calls from customers and prospects through voice, fax, e-mail and web while maintaining established standards for number of calls, pick-up time, duration of call, quality of call etc.- Provide high quality customer service by answering customer enquiries efficiently and politely with correct and complete information and redirect them where appropriate.- Provide high quality customer service by handling customer service requests as defined in the Call Center manual efficiently and accurately with relevant necessary documentation.- Provide first level support for all technical and functional queries related to Alternative Distribution Channels like ATM, D Bank Online and IVR.- Identify and maximize up-selling and cross-selling opportunities and generate sales and leads as appropriate.- Migrate customers to Alternative Distribution Channels.- Educate the customer about the organization’s products and services.- Handle customer complaints to the satisfaction of the customer within the defined authority limits and escalate more complex complaints where appropriate.- Continuously learning to keep up-to-date with changes and developments to products, services, and procedures.

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- Participate in Outbound calling for new businesses when required.- Handle light back office work related to leads, follow-up, customer complaints etc.- Maintain confidentiality of the bank’s customers and data.- Adheres to the assigned shift schedule and avoid any late attendance which will affect performance.- The incumbent will be dealing with customer from different languages, accent and cultures.- Keep abreast with the latest change to any of the banking products / procedures and new promotions.

EXPERIENCE ACQUIRED:

1- May, 2013 till September, 2014: Working as Customer service

representative for Ooredoo Qatar in Call Center building, Al-Sad, Qatar.

Job Description:

- Responsible for answering the quires of the customers in case of customer support call center.- Responsible to satisfy customer and maintain good image for the company.- Support and provide superior service via phones, e-mails and faxes as a receiver and caller.- Use questioning and listening skills that support effective telephone communication.- Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.- Understand the impact of attitude in handling calls professionally.- Effectively deal with job stress, angry callers, and upset customers.- Use the most appropriate way to communicate with different behavior types on the telephone.

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- Apply the elements of building positive rapport with different types of customers over the phone.- Apply the proper telephone etiquette to satisfy various customer situations.- Apply appropriate actions to effectively control a telephone call.- Identify voice skills and how to enhance a good telephone presentation.- Meets commitments to customers.- Other duties as assigned.- Display Time flexibility towards shifts as per work floor requirements.

2- February, 2013 till March, 2013: Working as Data Entry

Operator used “Rights Issue System” for Doha Bank Main Branch in Grand Hamad St.

3- October, 2012 till January, 2013: Working as an Accountant

for American European Trading & Contracting Universal Co. in Salwa Road - Qatar.

4- July, 2007 till September, 2012: Working as an Accountant for

Al Monairy for corn products Co. in the Tenth of Ramadan City - Egypt.

5- June, 2006 till June, 2007: Working as an Accountant for Salah Abdel-Fattah Ibrahim accounting office in 4 Khalid Ben El-Waleed ST, Sheraton, Cairo, Egypt.

SKILLS:

Language skills:Arabic: Native Language.

English: Very Good command in both (Written & Spoken).

Computer Skills:

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- Can use Microsoft Word in writing documents and reports efficiently.- Prepare tables and statements' spreadsheets using Microsoft Excel.- Proficient user of Outlook and Internet.- Can use Oracle and Telecom Programs.- Knowledgeable in Prime CTL & Core banking.- Can use Comsys software and NESTIA (Accounting Applications).

Personal Skills:- Hard worker.- Design, Analysis and problem solving Skills.- Team work and leadership.- Coordination of different tasks while trying to keep performance at high level.- Can adapt to changing work requirements.- Research and Self Study.- Communication Skills.- Good representative.

INTERESTS

Internet, Reading, football, bowling, travelling and new technology.

PERSONAL INFORMATION:

Date of Birth: January, 1st, 1986.Marital Status: Married at 09/06/2011.Military Services: Exempt.Driving License: Valid.Nationality: Egyptian.

Full details, certifications, projects and references are available upon

request.

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