Basic Info

Dieaa 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)

Huge renowned shipping line.

- Follow up on vessels arrival and coordinate cargo discharge in respect with terminals capacity and cargo discharging standards.
- Prepare import and export shipments releasing and lading documents; manifests, bills of lading, delivery orders, THC invoices, storage and demurrage invoices, and various certificates.
- Handle customers' refund requests; revising customer-provided documents, investigating refund validity, and finally prepare refund documents.

* Optimized the handling time per transaction by 30% (1.5 minutes) through designing; interactive Microsoft Word forms with drop down menus, check boxes, and radio buttons; Microsoft Outlook e-mail templates ready with content and recipients according to scenario; and a systematic orchestrated transaction tasks actioning.
* For the sake of a real quality training for juniors, to overrule the confusion of different work styles of seniors, and to avoid exhausting seniors' time and efforts; I authored a departments' self-training syllabus complete with full process illustration, scenarios and situations, diagrams and demonstrations, photos and clip arts, and even quizzes and qualifying tests.


Company Details

Maersk Line (multinational)

Alexandria, Egypt

101-500 employees

Logistics and Supply Chain

maerskline.com

Oct 2014 to Nov 2016 (2 years 1 month)
Operations Team Leader at VFS TasHeel International

Experience Details

Operations Team Leader

Customer Service/Support

Manager

A collaborative enterprise manages the process of application and delivery of Kingdom of Saudi Arabia visas on behalf of its diplomatic missions in multiple countries.

- Lead rotational teams of minimum 6 members each, praise or coach to ensure Service Level Agreement (SLA) is met, challenge potential through delegating tasks matching each member qualities, additionally act as Process Trainer for new comers.
- Enjoy analyzing operations, creating reports, and presentations chronically to determine areas of defect or areas of opportunities to optimize process and work-flow; and essentially responsible for handling customers escalated complaints.
- Liaison with KSA Alexandria Consulate officials to acquire visa requirements updates, present process optimization initiatives, and review SLA status. On the other hand work closely with Finance team to ensure invoicing quality, and with Value Added Service (VAS) team to ensure revenue maximization.

* A demonstration of my vision for the work-flow 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.
* I was chosen to lead a team of 6 members that was dispatched from Alexandria branch on a 1 week business mission to support a branch in Cairo that was on the edge of an operations-shutdown situation due to unexpected inflation in the flow of applicants. Our efforts in maintaining operations and managing mass crowd were so essential that the mission was extended 3 consecutive times completing a full month.
* Was entrusted with the traveling and accommodation arrangements of the business mission where I confirmed correct hotel reservations prior to mission arrival, and ensured convenient traveling experience while still maintaining the traveling schedule and budget.


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 at Sutherland Global Services

Experience Details

Senior Repair Coordinator

Customer Service/Support

Experienced (Non-Manager)

Provide outsourcing repair reporting services for competitive telecommunication companies in Canada reporting troubles on infrastructure or telecommunication equipment they hired from Bell.

- Responsible for receiving trouble reports from clients and coordinating the repair process.
- Responsible for scheduling repair appointments and route the report to the appropriate Test Center and/or Dispatch Center.
- Following up on reports to update clients with current status, act as the link between Bell technicians and the clients technicians, and finally ensure ultimate resolution.


* 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


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 at Sutherland Global Services

Experience Details

Business Technical Support Consultant

Customer Service/Support

Experienced (Non-Manager)

Provide outsourcing internet technical support for Bell small and medium business customers based in Ontario or Quebec, Canada.
- Specialist in handling all internet connection, networking, or e-mail technical troubles reported by business customers to ensure reliable acceptable service.
- Supporting business applications and solutions provided by Bell (eg., Protection Applications, Data Backup Applications, etc.)
- Offering technical solutions and services provided by Bell.

* 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 tool, 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.


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 at Sutherland Global Services

Experience Details

Customer Service Associate

Customer Service/Support

Entry Level

Provide outsourcing customer service for AT&T residential customers based in California or Nevada, USA and subscribed to any of its telecommunication services including home-phone, internet, TV, or mobile.
- Specialist in handling all customers' enquiries, billing issues, and service information.
- Consultant for all AT&T products and services for existing or potential customers.
- Providing basic technical support.


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

- Handling suppliers negotiations, preparing import documentations, arranging shipments with shipping agencies, and handling bank transactions.
- Responsible for the reports presented to the board of directors concerning the flow of work within the department.
- Responsible for department's computers maintenance.

* 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.
* Entrusted with the responsibilities of personal and business assistance for high managerial levels. While I was a department's General Manager's assistant, where I acted as a workflow development counselor, researched and analyzed workflow and operations strategies, prepared operations and workflow reports, and of course handled correspondences and office work; I also was the assistant for couple of Heads of Sectors for the affairs of my department, where I was responsible for chaining various departments workflow, preparing reports concerning interconnected operations, and handling relative correspondences; and also was the computer-work specialist in the CEO office team. Not to mention that I was doing all simultaneously and while still performing my regular job tasks.
* 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. I was later able to introduce new varieties in shipping solutions.


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

- Providing Microsoft Office services, including processing Word documents, processing Excel spreadsheets, creating PowerPoint presentations, and building Access databases.
- Handling hardware and network maintenance.
- Offering computer components and accessories.

* Inspired and developed a new user-friendly interface for a 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.


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

This profile is fresh!
Last update 27 days ago.

Jobseeker photo

Profile Skills and Keywords

ArabicArchitectureBusiness Technical Support ConsultantConsumer ServicesCreativeCustomer ServiceCustomer Service AssociateDancingDetails-orientedEnglishEnglish ConversationExecutorHistoryImport CoordinatorInformation Technology ServicesInitiativeLogisticsLogistics And Supply ChainMaersk LineManagement Information SystemsMethods Of Shipping And Payment In Foreign TradeMicrosoft OfficeMoviesMusicOffshoringOperations Team LeaderOutsourcingPresenterPsychologySenior Import CoordinatorSenior Repair CoordinatorSociologySongsSportsStaffSupportSutherland 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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