Basic Info

Omayma Omara

More than 15 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

Operations Manager at Career Choice Consultancy

Experience Details

Operations Manager

Human Resources, Operations/Management

Manager

Main Responsibilities as HR Generalist
• Produced a first time ever company profile for our Customers as a sales/marketing presentation call.
• I took part in the company’s marketing plan, as part of a team, through building the company’s website by providing information and data about the company.
• Supervised the work of subordinates in terms of their daily performance and tasks.
KEY SKILLS AND COMPETENCIES
• Practical team management.
• Client/Hiring manager relationships.
• Committed, hard worker, organized and able to learn.
• Working knowledge of Microsoft office 2010; Excel, Word and PowerPoint.
• Research and Presentation skills.
Main Responsibilities as Professional Talent Acquisition Executive
• Filled a lot of positions with top-notch candidates:
a) Responsible for all the recruitment process of all white collars and sometimes blue collars as well.
b) Contacting the demanding clients and setting their requirements.
c) Writing the job specification.
d) Utilized a wide variety of methods to generate candidates, including web-based sourcing, internet postings, internal and external networking, job fairs and referral.
e) Filtering the received CVs, conducting the candidates’ primary interviews.
f) Screening & short-listing candidates profile as per the requirements of clients.
• Planed Open Employment Fair:
a) Created the flyer’s layout, planed and organized the day made a short report to the director with the day’s result.
• Worked directly with the company’s director multiple tasks such as:
a) Headhunting for higher professional levels such as executives, managers and directors.


Company Details

Career Choice Consultancy

Cairo, Egypt

1-10 employees

Management Consulting, Recruitment and Staffing

N/A

Apr 2015 to Jan 2016 (9 months)
Complaint Handling & Retention Associate at Orange

Experience Details

Complaint Handling & Retention Associate

Customer Service/Support

Experienced (Non-Manager)

• Supervised my team members on a daily bases in monitoring their work and coached them on their mishandling according to the department’s standards & procedures.
• Following up on all tasks given to staff to make sure it is done on time.
• Guided my team on their work to improve the final output of it, in terms of both quality and quantity to the required standards.
• Filled a report with my feedback regarding the team’s performance to my managers.
• Responsible for the daily distribution task of work to the team.
• Prepared the training material for new inductions and delivered it as well over many years.
• Conducted training & orientation for newly transferred members to The Complaint Handling Team.
• Administered different reports & analysis trends to track customer’s behavior & discussed it with the Management seeking better service and higher levels of customer satisfaction & standards.
• Communicated actively with other departments such as Marketing, National Sales, Activation, Technology & CRM process Teams regarding new offers or services.
• Co-ordinated with other concerned departments (such as Technical support & Billing Operation Teams) to ensure timely resolution of customers’ complaints.
• Analyzed the mishandled complaints sent to Technical support & Billing Operation Teams and prepared a weekly report with the common mistakes and mishandling handling errors from my team to help minimizing my team’s mistakes.
• Managing staff sickness levels and organizing any necessary documents.
Projects:
a) Designed with Human Resource Dept. under the training & development section; a project called "Customer Service Academy" where I was responsible for identifying the progress plan for the complaint handling department. The plan was to identify the training needed for the staff to include all hierarchy starting from the agent up to the supervisor in terms of training courses, skills and abilities needed for each according to their responsibilities.

b) Developed, redefined & prepared the complaint-handling manual after full research through all the information and new data added across the organization to enhance the old procedures and troubleshooting methods accordingly.


Company Details

Orange

Cairo, Egypt

More than 1000 employees

Telecommunications

www.orange.com

Jan 2010 to Dec 2014 (4 years 11 months)
Complaint Handling Sr. Specialist at Orange

Experience Details

Complaint Handling Sr. Specialist

Customer Service/Support

Experienced (Non-Manager)

• Co-ordinated with my team in preparing the processes guide & training materials of the department to be the guidelines for newly hired employees.
• Held the position of a mentor for 2 months for my newly transferred colleagues during which I was responsible for their performance & knowledge of our work environment.
• Ensured that terms & conditions of operational delivery processes are successfully met, as well as reviewing & checking invoice payments.
• Performed all customer account maintenance functions needed to ensure proper account billing.
• Properly handled & solved customer’s complaints, whether via phone or written via email or letters.
• Communicated & report to the team leaders on all operational issues.
• Traced repetitive complaints leading to opening trouble tickets, testing it and following up with technology to find work around for the problem till final resolution of the problem.


Company Details

Orange

Cairo, Egypt

More than 1000 employees

Telecommunications

www.orange.com

Jul 2006 to Dec 2009 (3 years 5 months)
Customer Service Sr. Representative at Orange

Experience Details

Customer Service Sr. Representative

Customer Service/Support

Entry Level

After 3 years of an impeccable history as a CS senior specialist,
• I held the position of an acting team leader for 6 months, during which:
a) I developed and maintained knowledge of daily offers and services updates.
b) Answering every inquiry for any call center agent.
c) Handled angry customers and delivered daily briefing.
• Trained newly hired employees:
a) On using all applications.
b) How to search for information and deliver it to the customer in a clear and understandable way through shadowing.
• Responding promptly to customer inquiries via telephone in a professional & efficient manner.
• Using the in-house system to record necessary information and initiate actions as required.
• Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems.
• Keeping up to date with all the company's products, services and procedures.


Company Details

Orange

Cairo, Egypt

More than 1000 employees

Telecommunications

www.Orange.com

Nov 2000 to Jun 2006 (5 years 7 months)
Agricultural Engineer & An Administration Officer at El Boraq Farm

Experience Details

Agricultural Engineer & An Administration Officer

Operations/Management, Human Resources

Experienced (Non-Manager)

• Developed the yearly plan for the farm plantation life cycle through providing daily, monthly & yearly schedules for all farm activities.
• Planned a reconstruction plan for the landscaping (gardening, all the green areas & the training fields).
• Designed and implemented a project for a green house.
• Managed the workforce in implementing the yearly plan layout.
• Supervised day-to-day activities of both horseback riding school & plantation operations.
• Trained & supervised as well the training lessons for the students under the age of 14 years old in horseback riding school.
• Co-operated with a small team in the preparation of several local and international races & competitions.


Company Details

El Boraq Farm

Giza, Egypt

1-10 employees

Agriculture/Fishing/Farming

N/A

Dec 1998 to Nov 2000 (1 year 11 months)

Education

MBA in Human Resources Management

Education Details

MBA

Human Resources Management

School of Management, Victoria University, Switzerland, Switzerland

A / Excellent / 85 -100%

N/A

Currently studding for Masters in Human Resource Management from Victoria University, School of Management, Switzerland (to be completed in November 2013)

School of Management, Victoria University, Switzerland
2012 - 2013
Bachelor's Degree in Agriculture

Education Details

Bachelor's Degree

Agriculture

• The High Institute for Agriculture Co-operation Science, Egypt

Not specified

N/A

N/A

• The High Institute for Agriculture Co-operation Science
1993 - 1997
High School - Thanaweya Amma

High School Details

Thanaweya Amma

orouba language school

Egypt

1993

Not specified

N/A

orouba language school
1993

Certifications

Certificate details

• Human Resource Management Diploma

Jul 2002

B+

http://N/A

N/A

American University - AUC

Human Resource Management Diploma – American University – Cairo, 2001– July 2002.

TOEIC
Nov 2010

Certificate details

TOEIC

Nov 2010

870 Point

http://N/A

N/A

AMIDEAST

N/A

Certificate details

• Train Of The Trainer Professional Diploma

Dec 2010

A

http://N/A

N/A

RITI

N/A

Training and Courses

Training/Course Details

Introduction for Word processing, Database & spreadsheet program

Aug 1997

British Council

N/A

Training/Course Details

Image Editing & 2D Animation Track

Jan 2006

Information Technology Institute

N/A

Training/Course Details

Mind Mapping and Memory Enhancement Training Course

Dec 2007

Quest

N/A

Training/Course Details

Emotional Intelligence Course

Apr 2008

Quest

N/A

Training/Course Details

Who Moved My Cheese? Gaining Change Skills

Jun 2009

Quest

N/A

This profile is fresh!
Last update 4 days ago.

Jobseeker photo

Profile Skills and Keywords

AdaptiveAgricultural Engineer & An Administration OfficerAgricultureArabicBusiness-orientedCamping And PhotographyComplaint Handling & Retention AssociateComplaint Handling Sr. SpecialistCooking And Handmade ArtCustomer ServiceCustomer Service Sr. RepresentativeCustomer-orientedEmotional Intelligence CourseEnglishExperienced MS Office; Windows Operating System XP, Microsoft Office Suite 2007 & 2010FarmingFishingFlexibleGardeningHandles StressHorseback RidingHuman Resource ManagementHuman ResourcesHuman Resources ManagementImage Editing & 2D Animation TrackIntroduction For Word Processing, Database & Spreadsheet ProgramJuggingLearning About Different Cultures And TraditionsLove To TravelMBAManagementManagement ConsultingMind Mapping And Memory Enhancement Training CourseOperations ManagerPersistentRecruitment And StaffingSupportTOEICTelecommunicationsTrainingWho Moved My Cheese? Gaining Change Skills Human Resource Management Diploma Train Of The Trainer Professional Diploma

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Experienced MS office; Windows Operating System XP, Microsoft Office Suite 2007 & 2010

Experienced MS office; Windows Operating System XP, Microsoft Office Suite 2007 & 2010

: Expert

: High

:

More than 7 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Little

:

More than 7 years

Training

Training

: Expert

: Extreme - I love it!

:

More than 7 years

Human Resource Management

Human Resource Management

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Business-oriented, Customer-oriented, Flexible / Adaptive, Persistent, Handles Stress

Online Presence

http://www.linkedin.com/profile/view?id=129952991&trk=nav_responsive_tab_profile

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