Ramy Ahmed Ibrahim

Consular Affairs / Public Relations Senior Officer.Full Time

• Job Details: Liaising/coordinating with relevant local government/organizations as appropriate and providing advice to /Ambassador, Consul/ on local laws/regulations affecting Australian Consular Affairs.  Developing and maintain a range of consular contacts, and build strong relationships with stakeholders including government organizations (E.g. Ministries of Foreign Affairs, Justice, Interior and Egyptian Customs Authority ) diplomatic missions, and other regional stakeholders.  Accompanying the Australian Ambassador /Consul to consular meetings with governmental agencies as required and provide consultancy, when required.  Assisting in the preparation and maintenance of the Consulate’s contingency plans.  Promoting positive images of Australia and Australia’s foreign policy/ trade objectives  Provide timely advice and reporting to the head office in Canberra on the consular affairs  Drafting third person notes directed governmental bodies and other diplomatic missions.  Overseeing complex and high-profile consular cases to deliver professional client services in cases involving Australian citizens.  Overseeing the processing of applications for Australian passports and legalization services.  Formulating and implementing customer service policies and procedures  Assisting with management of passport services.

Customer Service SupervisorFull Time

• Job Details:Working as duty officer and shift supervisor to manage and supervise the registration office,  according to the highest Customer success standards.).  Line managed of a team of six customer services agents with keeping track of their performance, setting up KPIs for the team, assessment, quality monitoring and evaluation and mystery Shopping.  Ensured that professional development and training plans are in place for the team.  Coordinated, prepared, and consolidated operations report on weekly, monthly, and annual bases.  Monitored and evaluated all teaching pre and post center bookings and registration to assure that all targets are met.  Assured accurate income collection and reporting of revenue on the SAP system following the cash handling and reconciliation process.  Recruited (Interviewing and hiring) new staff members following essential British Council guidelines and work with management to prepare training programs for them.

Projects Support OfficerFull Time

• Job Details: Provided Logistical and administrative support  Organized showrooms events with excellent customer care.  Assisted the project manager in planning and managing budget for each project.  Maintained the project documentation and reports as per the company’s standards.