Basic Info

Deyaa' Nassar

10 years

Alexandria, Egypt

Bachelor's Degree

Experienced

Work Experience

Senior Import Coordinator at Maersk Line

Experience Details

Senior Import Coordinator

Logistics/Supply Chain, Customer Service/Support

Experienced (Non-Manager)

Company:
Largest shipping line in the world.

Job Description:
Coordinate the releasing of import shipments to customers.

Skills:
- Multi-Tasking: Simultaneously handled 3 different processes shifting repeatedly from absolute caution to complex calculations to a cross-departments coordination.
- Attentiveness: Learned to review critical documents while processing them to ensure a strict mistake-free process while maintaining a short customer queue.

Achievements:
* Reduced handling-time/customer by -20% (-1min) by introducing menus, buttons, etc. to Word forms, and creating "Ready-to-Send" Outlook e-mail templates.

Applications:
# Sap (Finance)
# SalesForce (Case Tracker)


Company Details

Maersk Line (multinational)

Alexandria, Egypt

101-500 employees

Logistics and Supply Chain

maerskline.com

Aug 2016 to present (11 months)
Founder at Mashawergy Iskendereya

Experience Details

Founder

Operations/Management

Senior Management (e.g. VP, CEO)

The Project:
Facebook-based, “fun” errands running service for Alexandria residents.

The Experiences:
- As an Entrepreneur: Proofed that customers favor fun/human interaction over professional/patronizing organizations. Created an equation to fairly calculate service fees by giving time/skill a monetary value. Increased service varieties by employing friends with handicrafts; home appliances repair, computer maintenance, etc.
- As a Manager: Hunted selling opportunities; upcoming concerts/new stores, trained staff on our work style; be funny but not silly/never be +10 minutes late.
- As a Runner: I always wanted to be a Personal Assistant, so I loved helping users with concerts/traveling reservations, bank deposits, or even apparel/makeup shopping.

The Successes:
* 0 starting capital. 0 Facebook Ads. 0 co-founders. No physical office → +5,000LE revenue/month. +13,000 Facebook likes. 0 negative reviews.
* My proudest success is the tens of customers who made time to call, text, or post on our Facebook page to express their delight with our help.
* Became business partner of Careem; returning items customers forgot in cabs, and of Lynks; collecting their service charges from customers.
* Interviewed by ElWatan newspaper about my success story. Invited by the ITI to give a speech. And approached by a production team for a documentary.


Company Details

Mashawergy Iskendereya

Alexandria, Egypt

1-10 employees

Personal Care and Services

facebook.com/Mashawergy

May 2015 to present (2 years 2 months)
Customer Experience Expert at VFS TasHeel International

Experience Details

Customer Experience Expert

Customer Service/Support

Manager

Company:
Multinational Visa processing organization.

Job Description:
Help applicants through the process of applying for exclusive KSA entry visas.

Skills:
- Leadership: We ranked as #1 team as we possessed rich process info, glorified fun/creativity, polished diverse skill-set, and had faith in me "Acting Team Leader".
- Project Launching: Exposed closely to facilities setup, mass recruitment, process standardization, planning phases, competition backlash, and recovering poor planning.
- Crowd Management: My toughest experience ever was learning to maneuver a chaotic/noisy wait area of >200 anxious applicants irritated by +5hrs wait or a company mistake.

Achievements:
* My analysis report on how to ↓process time, ↑satisfaction, ×mistakes, and +integrity to sales was chosen by management to be practiced at branches nationwide.
* Picked in a "Rescue Team" of just 6 members to support a branch on the verge of shutting down due to unplanned applicants flow. We impressively succeeded.
* Entrusted with "Rescue Team" trip arrangements. Succeeded to confirm hotel reservations, plan members pickup route, and maintain schedule and budget.

Applications:
# QMatic (Queue Management)


Company Details

VFS TasHeel International (multinational)

Alexandria, Egypt

101-500 employees

Consumer Services

www.vfstasheel.com

Jan 2014 to Aug 2014 (7 months)
Senior Repair Coordinator for Bell Canada at Sutherland Global Services

Experience Details

Senior Repair Coordinator for Bell Canada

Customer Service/Support

Experienced (Non-Manager)

Company:
Largest telecommunication company in Canada.

Job Description: (Through an outsourcing company)
Coordinate the resolution of issues in our telecommunication infrastructure hired by competitors.

Skills:
- Coordination: Help clients' technicians report troubles. Follow up with internal testers and dispatchers. And sort out difficulties facing on-site technicians.
- Telecommunication Infrastructure: Gained knowledge about issues at central offices, street poles, etc. and exposed closely to how on-field technicians day at work look like.

Achievements:
* Ranked 3rd over around 100 employees in annual appraisal, scoring 5/5 in every business target, 5/5 in punctuality, 4/5 in self-development.

Applications:
# Citrix (Remote Access)


Company Details

Sutherland Global Services (multinational)

Alexandria, Egypt

501-1000 employees

Outsourcing/Offshoring

www.sutherlandglobal.com

Oct 2012 to Oct 2013 (1 year)
Business Technical Support Consultant for Bell Canada at Sutherland Global Services

Experience Details

Business Technical Support Consultant for Bell Canada

Customer Service/Support

Experienced (Non-Manager)

Company:
Largest telecommunication company in Canada.

Job Description: (Through an outsourcing company)
Resolve Internet or network issues for business customers subscribed to our services.

Skills:
- Mind mapping: Eliminated ∞ possibilities with clear knowledge + troubleshooting tree. Handled customers' distractions using detailed instructions + Yes/No questions.
- Internet & Networks: Learned about setting up components, protocols, and security, for various uses, LANs, VPNs, and even VoIP, and fix bugs, disconnects, or slowness.

Achievements:
* Doubled as Tech. Support and Repair Coordinator for a year, shuffling between +30 apps and 2 distinct procedures! Monthly overachieved (>100%) "Repair" KPIs.

Applications:
# Seibel (CRM)


Company Details

Sutherland Global Services (multinational)

Alexandria, Egypt

501-1000 employees

Outsourcing/Offshoring

www.sutherlandglobal.com

Jul 2012 to Oct 2013 (1 year 3 months)
Customer Service Associate for AT&T at Sutherland Global Services

Experience Details

Customer Service Associate for AT&T

Customer Service/Support

Entry Level

Company:
Largest telecommunication company in USA.

Job Description: (Through an outsourcing company)
Answer inquires, handle complains, and introduce customers to new services.

Skills:
- Conversational Skills: Learned to personalize calls; e.g. initiate work/children talks, build rapport; e.g. relate to interests/stories, and be in control; e.g. use logic/firmness.
- Work under Stress: Every call, I had to battle to; defuse irritation, handle request, be friendly, sell a product, follow a confining sequence, in < 4 minutes!
- Cultural Exposure: My most fun/exciting yet educating/character building experience ever was to closely connect with the American culture and people's lifestyle.

Achievements:
* Received a special "Integrity Award" specifically made to reward my extreme ethics and morals toward the customers and the company.

Applications:
# “Black Screen” applications


Company Details

Sutherland Global Services (multinational)

Alexandria, Egypt

501-1000 employees

Outsourcing/Offshoring

www.sutherlandglobal.com

Nov 2011 to Jun 2012 (7 months)
Import Coordinator at Alexandria Spinning and Weaving Company (SPINALEX)

Experience Details

Import Coordinator

Logistics/Supply Chain

Entry Level

Company:
One of the largest cotton yarns companies in Egypt.

Job Description:
Coordinate the importing of machinery and supplies for the company’s factories.

Skills:
- Supply Chain: Complete cycle; review purchase orders and stocks, handle suppliers negotiations, determine payment and shipping modes, and verify delivered items.
- Presentation Skills: Made reports for CEO less time-wasting/overwhelming more simple/analytic by replacing numeric tables with charts and bulk texts with diagrams.
- Project Coordination: Coordinated $45,000,000 stage of a new production line! Offers, contracts, bank transactions, freight rates, and schedules; all my responsibility.

Achievements:
* Reduced; shipping cost for small items, time for urgents, and risk for machinery, by studying "Logistics Diploma" & building connections at agencies.
* Revolutionized my chaotic/corrupt dept. by developing; database+network, standardized process, year/category archive, and engaged seniors. Very Proud.
* Entrusted by; Supply-Chain Manager as dept. development planner, Engineering Sectors Heads as their logistics consultant, and CEO as his computer expert.

Applications:
# Microsoft Access (Database)
# Microsoft Outlook


Company Details

Alexandria Spinning and Weaving Company (SPINALEX)

Alexandria, Egypt

101-500 employees

Textile and Clothing

www.spinalex.com

Mar 2008 to Mar 2011 (3 years)
Staff at OK Group

Experience Details

Staff

Customer Service/Support

Entry Level

Company:
Computer solutions and technological products store.

Job Description:
Help customers with computer solutions and offer technological products.

Skills:
- Microsoft Office: Expert in helping customers process reports or thesis on Word, create spreadsheets or charts on Excel, or design presentations on PowerPoint.
- Computer Maintenance: Learned to setup Microsoft Windows, establish local networks, remove viruses, troubleshoot hardware malfunctions, and install/remove applications.

Achievements:
* Reduced clicks needed to enter an item into cashier system to max. 2 clicks instead of avg. 5 clicks by co-developing a new graphical interface.

Applications:
# Many computer and diagnostic software


Company Details

OK Group

Alexandria, Egypt

11-50 employees

Information Technology Services

N/A

Jun 2006 to Feb 2010 (3 years 8 months)

Achievements


A demonstration of my vision for the workflow of service desks was declared by branch manager the best practice to follow, as they established precise guidelines that ensure customer satisfaction, efficient and time saving multi-tasking, error and risk free process, and added integrity to sales.

During operations pre-launching; I was the first employee to be assigned as "Acting as Team Leader"; where I conducted process demonstration sessions and practical training sessions that helped my team members grasp the operations processes, and most importantly ran brainstorming sessions with my team that resolved known operations issues and came up with proactive ideas that avoided unforeseen issues.

Check the rest within the job description.


Ranked 3rd over around 100 employee in an annual appraisal for personal behavior and professional performance. Achieving 100% of my business targets and scoring high on personal parameters like entrepreneurial spirit, communication skills, and punctuality; allowed me to secure an overall score of 4.2/5.0


For a year, I was required to simultaneously handle two completely different lines of business; technical support for business internet and repair coordination with competitive carriers. Although that meant changing my mindset repeatedly during the day through consecutive diverse phone calls with absolutely different process and guidelines, and multi-task between computer-applications as numerous as 30 tools, not to mention handling the stress applied by various target criteria; I was proudly able to maintain an over-achieving performance in repair coordination line of business and an efficient-achieving performance of 80% in technical support line of business.


Received Integrity and Adherence Award for extreme adherence to ethics and integrity with customers and co-workers, and extreme adherence to punctuality and organization's internal policy.


Revolutionized an entire bureaucratic and chaotic though critical department operating through manual paper work, into the most computerized and sophisticatedly coordinated department, with a precise workflow which reduced the risks of jeopardizing operations, introduced efficient archive utilization, allowed monitoring operations statuses, and for the first time analyzing the productivity of the business strategy was possible. All through the now fast and efficient same elder employees.

When I was entrusted with the task of handling shipments' freight coordination, I overcame the lack of experience and knowledge about the subject through academically studying logistics, practically observing and participating in logistic operations, and proactively researching and building connections with the logistics market. After grasping the concept, I was able to introduce new variety in shipping solutions and maintain efficient shipping cost.

Check the rest within the job description.


Inspired and developed a new user-friendly interface for the business database with an efficiently stacked features which significantly speeded up the work flow and made it easier for new staff to interact with the database with minimal training.


Education

Management Information Systems in Management Information Systems

Education Details

Management Information Systems

Management Information Systems

high institute for computer and information systems (hicis), Egypt

Not specified

N/A

N/A

high institute for computer and information systems (hicis)
2013 - 2009
High School - Thanaweya Amma

High School Details

Thanaweya Amma

El-Thagr Boys Experimental Language School

Egypt

2006

A / Excellent / 85 -100%

N/A

El-Thagr Boys Experimental Language School
2006

Training and Courses

Training/Course Details

Methods of Shipping and Payment in Foreign Trade

Feb 2010

Abd-El-Kader Othman, Former General Manager of Banque Du Caire

N/A

Training/Course Details

English Conversation

Aug 2011

Egyptian American Cultural Center

N/A

Training/Course Details

Microsoft Office

Jul 2008

OK Group

N/A

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Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

ArabicArchitectureBusiness Technical Support Consultant For Bell CanadaConsumer ServicesCreativeCustomer Experience ExpertCustomer ServiceCustomer Service Associate For AT&TDancingDetails-orientedEnglishEnglish ConversationExecutorFounderHistoryImport CoordinatorInformation Technology ServicesInitiativeLogisticsLogistics And Supply ChainMaersk LineManagementManagement Information SystemsMethods Of Shipping And Payment In Foreign TradeMicrosoft OfficeMoviesMusicOffshoringOutsourcingPersonal Care And ServicesPresenterPsychologySenior Import CoordinatorSenior Repair Coordinator For Bell CanadaSociologySongsSportsStaffSupportSutherland Global ServicesTextile And ClothingTransportationTravelingVFS TasHeel InternationalVideo-GamesWeb-Surfing

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: High

:

3-5 years

Logistics

Logistics

: Advanced

: Medium

:

3-5 years

Key Skills

Executor, Presenter, Creative, Initiative, Details-oriented

Online Presence

linkedIn.com/in/DieaaNassarfacebook.com/DieaaNassartwitter.com/DieaaNassar

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