Basic Info

Name: Israa Hosny

Professional Experience: 6 years

Location: Alexandria, Egypt

Highest Education: Bachelor's Degree

Career Level: Experienced

Work Experience

External Customer Complaints specialist at Lecico for sanitary ware & ceramics

Experience Details

Job Title: External Customer Complaints specialist

Job Role: Quality

Career Level: Experienced (Non-Manager)

Job Details: - Root cause analysis for each customer complaint and investigating with each factory’s team.
- Analyzing the results of the taken samples for each complaint from the warehouse stock and existing production.
- Define corrective and preventive actions with production and quality teams that should be avoiding re-occurrence in future & periodic follow up of the actions implementation.
- Monitoring the shipments of the specific products concerning the complaints received.
- Weekly meeting with production & quality managers to discuss the product, process and warehouse non-conformity reports and complaints corrective and preventive actions taken or needed and follow up old actions.
- Analyze the monthly / weekly returns failures and the credit notes requests sent from the customers on the defected goods they receive. (Comparing with standards, specifications & agreements) and addressing the factories with the failures to be monitored.
- Weekly meeting with the product development team for discussing the latest status of the products concerned with customer complaints and the supply chain team.
- Monthly summary reports on the complaints received and the rest of open complaints for following up the factories performance.
- Weekly meeting with the superiors to discuss the actions and brief on the complaints.
- Customer’s questionnaire semiannually for analyzing their satisfaction and our weakness points for addressing the performance to all the departments to sustain and improve the customer satisfaction.
- Monthly calls with the customers for following up their needs and ensuring the ease of communication.
- Preparing the customers visits and training programs / tours.

Company Details

Name: Lecico for sanitary ware & ceramics (multinational)

Location: Alexandria, Egypt

Size: N/A

Industries: Manufacturing

Website: www.lecicoegypt.com

Aug 2012 to present (4 years 11 months)

Quality control engineer at Misr petroleum co. Lube oil blending plant

Experience Details

Job Title: Quality control engineer

Job Role: Engineering - Other

Career Level: Entry Level

Job Details: - Receiving the raw materials batches from the supplier for testing and approval.
- Setting the storage plan of the raw materials, in process oil and final product.
- Responsible of setting the packaging line for each product according to the MPO for the production team.
- Responsible for making pilot formulations and its modification for all types of lubricating oil.
- Responsible for following up and update the production processes from the DCS system.
- Monitoring the products status through the whole process.

Company Details

Name: Misr petroleum co. Lube oil blending plant

Location: Alexandria, Egypt

Size: N/A

Industries: Oil and Gas

Website: N/A

Oct 2009 to May 2012 (2 years 7 months)

Achievements

See Achievements

Achievements as External Customer Complaints specialist at Lecico for sanitary ware & ceramics (2012 - present)
I tended to decrease the companies credit note on manufacturing faults payment amount over the past 2 years from 0.27 % from sales to 0.18 % and improvement is ongoing by setting a system for the credit requests with the customer's, considering also the customer satisfaction.

Other achievements in school, university, sports, etc...
In swimming team champions & Rowing team as well

Education

College Diploma in Chemical Engineering

Faculty of Engineering, Alexandria University

2015 - 2017

Bachelor Engineering Degree in Chemical engineer

Alexandria University

2003 - 2008

High School - Thanaweya Amma

sidi gaber language school

2003

Certifications

Toefl

Sep 2011

Certificate details

Certificate Name: Toefl

Date Awarded: Sep 2011

Score: 86

Result URL: N/A

Result ID: N/A

Organization Issuing Certificate: Toel ets org

Description: Toefl IBT

GRE

Jan 2009

Certificate details

Certificate Name: GRE

Date Awarded: Jan 2009

Score: N/A

Result URL: N/A

Result ID: N/A

Organization Issuing Certificate: ETS Org

Description: N/A

Project Timing & Cost Planning

Nov 2013

Certificate details

Certificate Name: Project Timing & Cost Planning

Date Awarded: Nov 2013

Score: N/A

Result URL: N/A

Result ID: N/A

Organization Issuing Certificate: Arab Academy for science & Technology

Description: N/A

Training and Courses

Customer Service at Alex 4 u

Sep 2014

Training/Course Details

Training Name: Customer Service

Date: Sep 2014

Institution: Alex 4 u

Description: N/A

Introduction to Quality Management at Alex 4 u

Oct 2014

Training/Course Details

Training Name: Introduction to Quality Management

Date: Oct 2014

Institution: Alex 4 u

Description: N/A

Middle management track at Orascom Telecome

Oct 2015

Training/Course Details

Training Name: Middle management track

Date: Oct 2015

Institution: Orascom Telecome

Description: (Essentials of Management - Coaching: A Leadership Skill - Time Management - Delegation: The Art of Delegating Effectively - Team Building: Developing High Performance Teams - Advanced Communication Skills - Advanced Presentation Skills - Business Report Writing - Maximizing Innovation and Problem Solving - Finance for Non Financials)

PMP at Optima

Sep 2015