Basic Info

Alaa ElDin Mourad

5 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Sony Technical Support at Sykes

Experience Details

Sony Technical Support

Customer Service/Support

Experienced (Non-Manager)

- provide technical assistance for SONY customers in the UK over the phone, support a wide branch of products such as TVs, blurays, sound systems, cameras, and other products
- use smart probing methods to identify the issue and hence indicate the root cause of that issue just by probing the customers over the phone
- use the wide knowledge base to find the needed troubleshooting steps that suit every case.
- make sure that the customer's experience during the whole process is extraordinary by delivering all the above using excellent communication skills.


Company Details

Sykes (multinational)

Cairo, Egypt

51-100 employees

Telecommunications

N/A

Mar 2017 to present (10 months)
Contact Centre Supervisor at Teleperformance Egypt

Experience Details

Contact Centre Supervisor

Customer Service/Support

Manager

Contact Centre Supervisor at “Western Union” Account , Handle a team of 15-25 Representatives, work on them to achieve the required Targets by working on their Skills, send daily/Weekly/Monthly Reports, and follow up on any new task assigned.


Company Details

Teleperformance Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Outsourcing/Offshoring

N/A

Oct 2014 to Oct 2016 (2 years)
Production Engineer at IMPACT Group Intl.

Experience Details

Production Engineer

Engineering - Mechanical/Electrical, Operations/Management, Engineering - Oil & Gas/Energy

Experienced (Non-Manager)

Production Engineer at Gypsum Quarry, responsible for the Exploration, Excavation and Quality control of a Gypsum Quarry, Along with Quality Assurance of other raw material that we deliver (Kaolin, Iron Oxide)


Company Details

IMPACT Group Intl.

Cairo, Egypt

11-50 employees

Engineering Services, Mining and Metals

N/A

Jan 2013 to Oct 2014 (1 year 9 months)
Quality Control Engineer at Al Raddadi Group

Experience Details

Quality Control Engineer

Quality, Engineering - Mechanical/Electrical, Engineering - Oil & Gas/Energy

Experienced (Non-Manager)

Quality Control Engineer at a Silica Sand Quarry, perform Daily Chemical & Physical analysis for the Raw Material, Core Analysis for production flow


Company Details

Al Raddadi Group

Saudi Arabia

51-100 employees

Engineering Services, Construction - Industrial Facilities and Infrastructure, Mining and Metals

N/A

Feb 2012 to Feb 2013 (1 year)
Site Engineer at Hassan Fahmy Consulting office

Experience Details

Site Engineer

Engineering - Mechanical/Electrical, Engineering - Oil & Gas/Energy

Entry Level

the National Project for restoring “Zoser” Pyramid, Follow up on contractor’s daily work (tunnelling support, install Ventilation tubes, exterior restoration) and assure its Quality


Company Details

Hassan Fahmy Consulting office

Cairo, Egypt

1-10 employees

Engineering Services

N/A

Aug 2011 to Jan 2012 (5 months)

Education

BSC in Eningeering

Education Details

BSC

Eningeering, Mining, Geology

Cairo University, Egypt

C / Good / 65 - 75%

Maths, Physics, Mechanics, Geology, Under ground/open pit Mining.

N/A

Cairo University
2006 - 2011
High School - Thanaweya Amma

High School Details

Thanaweya Amma

-Gezira Experimental Language School

Egypt

2006

A / Excellent / 85 -100%

N/A

-Gezira Experimental Language School
2006
Jobseeker photo

Profile Skills and Keywords

AdaptiveAdobe PhotoshopArabicAutoCAD 2DConstruction - Industrial Facilities And InfrastructureContact Centre SupervisorCustomer ServiceDogsEngineering ServicesEnglishEningeeringExecutorFlexibleFootballGeologyInnovativeManagementMicrosoft ExcelMicrosoft WordMiningMining And MetalsMy Family & FriendsOffshoringOutsourcingPresenterProduction EngineerQuality AssuranceQuality ControlQuality Control EngineerRainRunningSite EngineerSony Technical SupportSupportSykesTeam PlayerTelecommunicationsTeleperformance EgyptTennis

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Excel

Microsoft Excel

: Advanced

: Extreme - I love it!

:

More than 7 years

Microsoft Word

Microsoft Word

: Advanced

: Extreme - I love it!

:

More than 7 years

Adobe Photoshop

Adobe Photoshop

: Intermediate

: High

:

Less than 1 year

AutoCAD 2D

AutoCAD 2D

: Beginner

: High

:

Less than 1 year

Fields of Expertise

customer service

customer service

: Expert

: High

:

1-3 years

mining

mining

: Advanced

: Extreme - I love it!

:

1-3 years

Key Skills

Executor, Presenter, Flexible / Adaptive, Innovative, Team Player

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