EMAN AHMED MOHAMEDRoyal residence, Dubai sports city, Dubai

Mobile: 00971529800778E-Mail: emanahmed2183@gmail.com

Objectives: Seeking a job in a well-recognized organization, which focuses on applying the most

comprehensive, innovative and state of art technologies, approaching optimum career promotion, in order to use my experience, interpersonal and communication language and computer skills, which will consequently provide me with the opportunity for further growth.

WORKING EXPERIENCE:

Supervisor-mobinil Call center

September 2007 till December 2014

Detailed Duties & Responsibilities:● Provide an open communication channel for all team members, ensuring an environment of

approachability and timely resolution of issues.● Ensure standards and procedures are defined and adhered to.● Create opportunities for individuals to share knowledge and experience.● Maintain up to date team and personal knowledge of mobinil products and services, department and

company activities and use this information appropriately in customer and teams’ interactions.● Create enthusiasm and support for new promotions and marketing success within mobinil. ● Prepare the daily, weekly and monthly performance reports for the team members.● Hold regular meetings with my team to strengthen communication and ensure sharing the same

objectives.● Coach the agents about their development areas and how to achieve their targets.● Monitor the performance of each individual and assign for him / her pre-determined development

plan for motivation and Proper delegation according to company policy and procedures.● Evaluates the agents on monthly basis and perform the necessary appraisals.

Team manager (Special task)

Jan 2013-December 2013

Implementing a project “New hired team” which focuses on insuring that we have the right calibers that possess the necessary skills to work in mobinil customer service by:

● Interviewing the new employees joining the call center (CBI).● Develop their skills through giving them the necessary training and get their performance up to the

standards.● Evaluating their performance; this helped with reducing the attrition rate and created a spirit of

motivation; and increased the quality level of the call center.

HR Training & Development SpecialistJan 2011– June 2011

•Handling all the new inductions trainings according to mobinil standers.•Create and update the training materials.

•Designing and expanding training and development programs based on both the organization’s and the individuals’ needs.•Identifying training and development needs within an organization through job analysis.•Devising individual learning plans.•Producing training materials for in-house courses.•Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers. Customer service senior agent, mobinil call center

June 2005-September 2007

Detailed Duties & Responsibilities:● Fully understand & adhere to the company's policies & procedures that generate

personal/professional skills.● Handle all inbound calls of the call center providing the customers with the possible highest level of

service to achieve maximum satisfaction.● A complete and comprehensive understanding of mobinil Products & Services to provide proper

information to customers.

April 2005-May 2005

Training in an accounting office

Education:

October 2012High performance management techniques (COPC)

June 2011Moving up to managementApril 2011

Project management professional (PMP) from EMAK international academy

December 2010Call center team leader skillsSeptember 2009 One heart program, by Blue sky

Objectives:● Communication● Coaching and learning styles● Listening and assimilation

November 2008

Communication basics (MBTI), by Quest Objectives:

● Increase self-awareness and confirm self-perception● Discover normal differences in people concerning their energy sources, information

gathering, and decision making● Learning how to capitalize my own strengths and those of others

September 2005World class customer service, sponsored by DALE CARNEGIE

Dec2004-Jan2005

Pathways to the higher education, established by a partnership with: Ford foundation (American Foundation), Future Generation Foundation (FGF), Berlitz Egypt

Training Experience:●Analytical thinking● Stress management ● Systems and creative thinking● Communication skills● Planning and controlling● Problem solving and Decision making

Aug-Dec 2004:B.B.S.A, Future Generation Foundation, advanced level.

2000-2004 Faculty of commerce, accounting department, English section, Cairo UniversityGrade Very good

Language Skills:●Native Arabic speaker● Perfect command of English written and spoken

Computer Skills:● Excellent knowledge of Microsoft office and applications.● Familiarity with Siebel and CRM systems.

Personal data:●Date of Birth:21/3/1983●Marital Status: Single●Nationality: Egyptian● Place of Birth: Cairo