Basic Info

Hossam Arafat

3 years

Giza, Egypt

High School

Manager

Work Experience

English instructor at Direct English

Experience Details

English instructor

Education/Teaching, Training/Instructor

Entry Level

N/A


Company Details

Direct English (multinational)

Egypt

101-500 employees

Education

N/A

Sep 2016 to present (3 months)
English Instructor, Placement Tester, Supervisor, Recruiter, Trainer and a Material developer at English Mobile

Experience Details

English Instructor, Placement Tester, Supervisor, Recruiter, Trainer and a Material developer

Education/Teaching, Training/Instructor

Manager

English Mobile is a relatively new company, started in 2015, providing English courses over the phone. A catchy new idea which worked with a lot of students. The company started with only 1 student, today it has over 300.

I started as an English instructor, 2 weeks later I became a placement tester to test the students and finding out which level of English They had. A week later I became a recruiter for new instructors as well as training and supervising them. Later on I redesigned the whole curriculum.


Company Details

English Mobile

Egypt

11-50 employees

Education

N/A

Apr 2016 to Aug 2016 (4 months)
Technical Support Specialist at Sykes

Experience Details

Technical Support Specialist

Customer Service/Support

Entry Level

Sykes Enterprises, Incorporated is an American multinational corporation headquartered in Tampa, Florida. The company provides business process outsourcing services, IT consulting and IT-enabled services, such as technical support and customer service for many companies such as Sony, Nokia, Tomtom and many others in a lot of countries.


Here I was working as technical support specialist for Sony in the United Kingdom and Ireland. I was also one of the few agents who supported almost every product in the electronics division. Having been a top performer for 3 months straight, I was unofficially promoted to being a second line technical support.


Company Details

Sykes (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Oct 2015 to Apr 2016 (6 months)
Team Delegate at Teleperformance

Experience Details

Team Delegate

Customer Service/Support

Experienced (Non-Manager)

Teleperformance is a multinational company headquartered in France, Which specializes in Business Process Outsourcing (BPO). It outsourced business for many companies such as Samsung, Western Union, Wind, Expedia and many more. All which are in many countries such as Canada, USA, UK and many others.

Having worked in this before from the period of March/2014 till November/2014, also being promoted multiple times as well, I returned to assume the position of a team delegate in which I was acting on behalf of most supervisors and assuming their roles. Also the job was being referred to as a back up supervisor.


Company Details

Teleperformance (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Apr 2015 to Oct 2015 (6 months)
Team Leader/Account manager at Wasla Outsourcing

Experience Details

Team Leader/Account manager

Customer Service/Support

Manager

Wasla Outsourcing established in the year 2003 to provide outsourced Contact Centers & BPO Services to its clients in Egypt, the region, and globally. Wasla Outsourcing is a joint stock company majority owned by Paradise Capital.

Wasla was launching a new account, a partnership with a Canadian company called Tekcorner which specializes in internet and VoIP services. I applied as a customer service representative. On my second day of training I was exposed to the client which happens to be the owner of Tekcorner, He promoted me to be a team leader. After a month I got promoted again to be the account manager.


Company Details

Wasla Outsourcing

Cairo, Egypt

501-1000 employees

Consumer Services

N/A

Jan 2015 to Apr 2015 (3 months)
Travel Advisor at Teleperformance

Experience Details

Travel Advisor

Customer Service/Support

Entry Level

Teleperformance is a multinational company headquartered in France, Which specializes in Business Process Outsourcing (BPO). It outsourced business for many companies such as Samsung, Western Union, Wind, Expedia and many more. All which are in many countries such as Canada, USA, UK and many others.

I was supporting Expedia Canada as a travel advisor, booking flights and hotels for customers. 3 Months later I became a Subject Matter Expert (SME), a promotion where I support new recruits using my extensive knowledge. After 6 months I became a Pre Packaged Vacations Specialist (PPVS) another promotion where I became very experienced in offering south destinations using the tool Saber.


Company Details

Teleperformance (multinational)

Cairo, Egypt

N/A

Consumer Services

www.teleperformance.com

Mar 2014 to Nov 2014 (8 months)
Customer Service Advisor at Vodafone

Experience Details

Customer Service Advisor

Customer Service/Support

Entry Level

N/A


Company Details

Vodafone (multinational)

Cairo, Egypt

N/A

Consumer Services

Vodafone.co.uk

Jun 2013 to Dec 2013 (6 months)

Achievements


English Mobile is a relatively new company started in 2015, providing English courses over the phone. A catchy new idea which worked with a lot of students. The company started with only 1 student, today it has over 300.

I started as an English instructor, 2 weeks later I became a placement tester to test the students and finding out which level of English They had. A week later I became a recruiter for new instructors as well as training and supervising them. Later on I redesigned the whole curriculum.


Sykes Enterprises, Incorporated is an American multinational corporation headquartered in Tampa, Florida. The company provides business process outsourcing services, IT consulting and IT-enabled services, such as technical support and customer service for many companies such as Sony, Nokia, Tomtom and many others in a lot of countries.

Here I was working as technical support specialist for Sony in the United Kingdom and Ireland. I was also one of the few agents who supported almost every product in the electronics division. Having been a top performer for 3 months straight, I was unofficially promoted to being a second line technical support.


Teleperformance is a multinational company headquartered in France, Which specializes in Business Process Outsourcing (BPO). It outsourced business for many companies such as Samsung, Western Union, Wind, Expedia and many more. All which are in many countries such as Canada, USA, UK and many others.

Having worked in this before from the period of March/2014 till November/2014, also being promoted multiple times as well, I returned to assume the position of a team delegate in which I was acting on behalf of most supervisors and assuming their roles. Also the job was being referred to as a back up supervisor.




Wasla Outsourcing established in the year 2003 to provide outsourced Contact Centers & BPO Services to its clients in Egypt, the region, and globally. Wasla Outsourcing is a joint stock company majority owned by Paradise Capital.

Wasla was launching a new account, a partnership with a Canadian company called Tekcorner which specializes in internet and VoIP services. I applied as a customer service representative. On my second day of training I was exposed to the client which happens to be the owner of Tekcorner, He promoted me to be a team leader. After a month I got promoted again to be the account manager.


Teleperformance is a multinational company headquartered in France, Which specializes in Business Process Outsourcing (BPO). It outsourced business for many companies such as Samsung, Western Union, Wind, Expedia and many more. All which are in many countries such as Canada, USA, UK and many others.

I was supporting Expedia Canada as a travel advisor, booking flights and hotels for customers. 3 Months later I became a Subject Matter Expert (SME), a promotion where I support new recruits using my extensive knowledge. After 6 months I became a Pre Packaged Vacations Specialist (PPVS) another promotion where I became very experienced in offering south destinations using the tool Saber.




Vodafone s British multinational telecommunications company, with headquarters in London.

Most of Vodafone's customer service departments are located in Egypt, And I was serving the United Kingdom and Ireland.

As a Customer service advisor my job was to handle inquiries and complains from all sorts of customers, mostly the angry ones, that included extensive knowledge in analyzing bills as well as smartphones technical support.

I've accomplished a huge feat by being promoted to a floor walker (Someone who has extensive system knowledge and supports new recruits). It was after only a month of working there.


Got promoted to be an SME(Subject matter expert) in June/2014(unofficially) at Teleperformance Got to be employee of the month, July, August and September/2014 at Teleperformance Got promoted to be a second line of support in October/2014 at Teleperformance Got promoted to be a Team Leader in January/2015 at Wasla Outsourcing Got promoted to be a Sales Manager in February/2015 at Wasla Outsourcing Got promoted to be a second line technical support agent in February/2016(unofficially) at Sykes enterprise. Got promoted to be an instructors supervisor and a trainer in May/2016 at English Mobile.

Education

Bachelor's Degree in Business Administration

Education Details

Bachelor's Degree

Business Administration

Misr University for Science and Technology (MUST), Egypt

Not specified

N/A

Dropped out

Misr University for Science and Technology (MUST)
2013 - 2014
High School - American diploma

High School Details

American diploma

Pyramids language schools

Egypt

2011

A / Excellent / 85 -100%

N/A

Pyramids language schools
2011

Certifications

TICO
Apr 2014

Certificate details

TICO

Apr 2014

97 out of 100

N/A

N/A

Travel Industry Council of Ontario

A certificate from the Travel Industry Council of Ontario, Canada Proving that I'm able to work as a travel agent.

SAT
May 2010

Certificate details

SAT

May 2010

1230 out of 2400

N/A

N/A

Colleeboard

N/A

Training and Courses

Training/Course Details

Sabre

Oct 2014

Teleperformance

A computer software that allows travel agents to reserve flights and hotel rooms.

Training/Course Details

Soft Skills

Aug 2013

Vodafone UK

N/A

Training/Course Details

Soft Skills

Apr 2014

Teleperformance

N/A

Training/Course Details

Sales techniques

Apr 2014

Teleperformance

N/A

This profile is fresh!
Last update 1 days ago.

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Profile Skills and Keywords

AnimeBusiness AdministrationBusiness-orientedCiscoConsumer ServicesCustomer ServiceCustomer Service AdvisorCustomer-orientedDirect EnglishEducationEnglishEnglish InstructorEnglish Instructor, Placement Tester, Supervisor, Recruiter, Trainer And A Material DeveloperFoodHard WorkerJapaneseLearningMicrosoft ExcelMicrosoft WordMusicPlants And TreesRainSATSabreSales TechniquesSocialSoft SkillsSupportSupportiveSykesTICOTeam DelegateTeam LeaderTeam Leader/Account ManagerTechnical Support SpecialistTeleperformanceTrainerTravel AdvisorVideo GamesVodafone

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Japanese

Japanese

: Intermediate

: Intermediate

: Intermediate

: Intermediate

Tools and Technologies

Sabre

Sabre

: Advanced

: Medium

:

Less than 1 year

Cisco

Cisco

: Advanced

: High

:

Less than 1 year

Microsoft Word

Microsoft Word

: Intermediate

: Medium

:

1-3 years

Microsoft Excel

Microsoft Excel

: Intermediate

: Medium

:

1-3 years

Fields of Expertise

Customer service

Customer service

: Expert

: Extreme - I love it!

:

1-3 years

Travel Advisor

Travel Advisor

: Expert

: High

:

Less than 1 year

Team Leader

Team Leader

: Advanced

: Extreme - I love it!

:

Less than 1 year

English instructor

English instructor

: Advanced

: Extreme - I love it!

:

Less than 1 year

Trainer

Trainer

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Key Skills

Business-oriented, Hard worker, Customer-oriented, Social, Supportive

Online Presence

https://www.facebook.com/Hossam.K.Arafathttps://twitter.com/Darkness_Surfer

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