Basic Info

Haidy Henry

11 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Human Resource and Executive Office Manager” at Ejada Systems LTD

Experience Details

Human Resource and Executive Office Manager”

Administration, Human Resources

Manager

Managing office utilities and supplies and the Petty Cash Advance
Coordinating between departments and operating units in resolving day-to-day administrative and HR matters
Scheduling and coordinating meetings, interviews, events and other similar activities
Dealing with incoming email, faxes and internal and external shipments, often corresponding on behalf of the manager;
Maintaining office systems, including data management and filing;
Assist with day to day operations of the HR functions and duties
Preparing new employee files and contracts
Provide clerical and administrative support to Human Resources manager
Process documentation and prepare reports relating to HR activities (staffing, recruitment, training, grievances, performance evaluations etc.)
Coordinate HR projects (meetings, training, surveys etc.) and take minutes
Deal with employee requests regarding human resources issues, medical coverage, rules, and regulations
Posting job ads and organizing resumes and job applications
Scheduling job interviews and assisting in interview process
Overseeing the completion of compensation and benefit documentation
Arrange official domestic and international travel and accommodation for staff and official visitors including with regard to obtaining visas. Manage and process travel advances in respect of official travel and settling in/out arrangements for staff. Receive invoices related to travel, and process for payment.
Screening phone calls, enquiries and requests, and handling them when appropriate;
Meeting and greeting visitors at all levels of seniority;
Carrying out background research and presenting findings;
Producing documents, briefing papers, reports and presentations;


Company Details

Ejada Systems LTD (multinational)

Cairo, Egypt

101-500 employees

Information Technology Services

www.Ejada.com

Apr 2016 to present (8 months)
Team leader, Digital and Social Media at Mobinil ( France Telecom) Orange

Experience Details

Team leader, Digital and Social Media

Customer Service/Support

Experienced (Non-Manager)

 Develop and lead social media programs in order to build awareness.
 Evaluate social media trends and work towards employing appropriate strategies.
 Maintain interaction with clients and prospects through different avenues. (Face book,, twitter, My space ,Instagram as well as the Mobinil Portal )
 Develop unique and compelling content for websites and social pages.
 Oversee blogs and post appropriate replies.
 Conduct marketing social media activities.
 Collaborate with cross-functional teams in order to develop social media marketing and communications strategies.
 Analyse performance of social media marketing procedures.
 Set up and optimize company pages in order to increase visibility.
 Monitor benchmarks for measuring impact of social media activities.
 Write reports on the effectiveness of social media marketing programs.
 Identify online sales opportunities and perform follow up activates.


Company Details

Mobinil ( France Telecom) Orange (multinational)

Cairo, Egypt

N/A

Telecommunications

www.mobinil.com

Dec 2012 to Dec 2014 (2 years)
Enterprise Customer Support at Mobinil ( France Telecom) Orange

Experience Details

Enterprise Customer Support

Customer Service/Support

Experienced (Non-Manager)

 Provides appropriate coaching, counselling, training, direction and resolution on a regular basis to each team member.
 Creates and maintains a high-quality work motivational environment among team members.
 Addresses disciplinary actions according to company policy.
 Makes appropriate decisions relative to corrective action as required.
 Assists the manager with daily operation of the enterprise customer support to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
 Handle transferred angry front liners calls and resolve customer complaints to maintain high customer satisfaction.
 Provides continual evaluation of processes and procedures.
 Consolidate with the marketing team, corporate sales team as well as the CRM new campaigns.


Company Details

Mobinil ( France Telecom) Orange (multinational)

Cairo, Egypt

N/A

Telecommunications

www.mobinil.com

Jan 2011 to Nov 2012 (1 year 10 months)
Administrative Assistant at Mobinil ( France Telecom) Orange

Experience Details

Administrative Assistant

Administration

Experienced (Non-Manager)

 Organizing Meetings and Arranging Appointments.
 Planning and Organizing Events of the Company.
 Booking Transport and Accommodation.
 Ordering Stationery and Furniture.
 Dealing with Correspondence, Complaints and Queries.
 Preparing Letters, Presentations and Reports.
 Supervising and Monitoring the Work of Secretarial, Clerical and
Administrative Staff.
 Managing Office Budgets.
 Liaising With Staff, Suppliers and Clients.
 Implementing and Maintaining Procedures/Office Administrative Systems and Policies.
 Delegating Tasks to Junior Employees.
 Organizing Induction Programs for New Employees.
 Ensuring That Health and Safety Policies Are Up To Date.
 Using a Range Of Software Packages.
 Handling Staff Recruitment, Contracts, Employee Benefits, Medical
Insurance and Appraisals.
 Attending Meetings with Senior Management.
 Keeping Personnel Records.


Company Details

Mobinil ( France Telecom) Orange (multinational)

Cairo, Egypt

N/A

Telecommunications

www.mobinil.com

Jun 2007 to Dec 2010 (3 years 6 months)
Call center senior specialist at Mobinil ( France Telecom) Orange

Experience Details

Call center senior specialist

Customer Service/Support

Experienced (Non-Manager)

 Supervise the telephone account betting section with respect to the maintenance of systems, procedures and customer service standards and staff restoring arrangements.
 Consistently monitor staff levels and liaise with management regarding any adjustments required.
 Provide leadership, guidance and support to the CC Customer Services Representatives.
 Consistently monitor systems with a view to recommending changes / updates to improve them.
 Assist in the management staff rosters to meet anticipated business requirements to the agreed standards.
 Maintain published roster records.
 To have overall accountability for the Quality of solutions provided to Mobinil (Orange) Customers.
 To be the customers' primary point of contact within Mobinil (Orange) Business Services, for all Service related issues.
 To proactively identify existing Customer needs, and opportunities to grow the customers' relationship with Mobinil.
Work with the accounts team to sell Mobinil (Orange) products and services.
 Acts as backup for Customer Service to ensure service continuity
 Involve in Service Improvement (including assistance in handling chronic incidents and incorporating necessary actions)
1.Quality Survey (related to any and all functional areas)
2.Customer Complaint (including those related to customer invoices)
 Ensure customers' issues are managed and resolved in a timely manner.
 Prepares monthly customers report
 Handles non-commercial customer queries and escalations, including those related to billing.
 Ensure customers have full visibility of anticipated service.
 Handles change requests, tracking of change implementation, change reporting and change billing.
 Provides customer with up-to-date technical documentations.
 Supervise the telephone account betting section with respect to the maintenance of systems, procedures and customer service standards and staff rostering arrangements.
 Consistently monitor staff levels and liaise with management regarding any adjustments required.
 Provide leadership, guidance and support to the CC Customer Services Representatives.
 Consistently monitor systems with a view to recommending changes / updates to improve them.
 Assist in the management staff rosters to meet anticipated business requirements to the agreed standards.
 Maintain published roster records.
 To have overall accountability for the Quality of solutions provided to Mobinil (Orange) Customers.
 To be the customers' primary point of contact within Mobinil (Orange) Business Services, for all Service related issues.
 To proactively identify existing Customer needs, and opportunities to grow the customers' relationship with Mobinil.
Work with the accounts team to sell Mobinil (Orange) products and services.
 Acts as backup for Customer Service to ensure service continuity
 Involve in Service Improvement (including assistance in handling chronic incidents and incorporating necessary actions)
1.Quality Survey (related to any and all functional areas)
2.Customer Complaint (including those related to customer invoices)
 Ensure customers' issues are managed and resolved in a timely manner.
 Prepares monthly customers report
 Handles non-commercial customer queries and escalations, including those related to billing.
 Ensure customers have full visibility of anticipated service.
 Handles change requests, tracking of change implementation, change reporting and change billing.
 Provides customer with up-to-date technical documentations.


Company Details

Mobinil ( France Telecom) Orange (multinational)

Cairo, Egypt

N/A

Telecommunications

www.mobinil.com

Dec 2004 to May 2007 (2 years 5 months)
Accountant at Banque Misr

Experience Details

Accountant

Banking

Entry Level

Accept retail and/or commercial deposits, loan payments, process checking and savings account withdrawals. Cash checks. Maintain an adequate cash drawer at all times; this includes buying and selling currency from the vault as necessary. Balance cash drawer in accordance with Bank procedures and regulations including periodic batching of cashed checks. Process credit card cash advances. Assist in ordering, receiving, verifying, and distributing cash. Answer customer inquiries and refer customers to the proper service area for issues that cannot be resolved at the teller line. Providing additional products including Cashier's Checks, Personal Money Orders. Assist customers in accessing safety deposit boxes. May be responsible for bank opening and/or closing. Maintains the highest level of confidentiality with all information obtained. Promotes the bank's products and services. Represent the Bank in a manner that maintains and expands positive relations with all customers, potential customers and co-workers. Perform as a team member in allocating and coordinating the work flow. Contribute to the fulfilment of department and company objectives and goals. Comply with all department and company policies, procedures and regulations. Other duties as assigned.


Company Details

Banque Misr

cairo,, Egypt

More then 1000 employees

Banking

www.banquemisr.com

Sep 2002 to Sep 2003 (1 year)
Assistant Store Manager at MC Donalds

Experience Details

Assistant Store Manager

Hospitality/Hotels/Food Services

Manager

N/A


Company Details

MC Donalds (multinational)

Egypt

N/A

Food and Beverage Production

N/A

Oct 2000 to Oct 2001 (1 year)

Education

Bachelor's Degree in accounting

Education Details

Bachelor's Degree

accounting, business administration, marketing

Ain Shams University, Egypt

C / Good / 65 - 75%

N/A

N/A

Ain Shams University
1996 - 2000
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Saint Claire Collage

Egypt

1996

A / Excellent / 85 -100%

N/A

Saint Claire Collage
1996

Certifications

Ilts
Jun 2013

Certificate details

Ilts

Jun 2013

7.5 out of 9

N/A

N/A

British council

N/A

Training and Courses

Training/Course Details

Basic operation course

Dec 2000

MC Donalds university

Management of People, Products and Equipment Diploma

Training/Course Details

The Communication Skills for Leadership course

Mar 2008

online e-learning mobinil

N/A

Training/Course Details

Inbound Call Center: people management course

Oct 2010

e-learning mobinil

N/A

Training/Course Details

The customer experience diploma

Dec 2012

Quest

N/A

This profile is not updated!
Last update more than 3 months ago.

Jobseeker photo

Profile Skills and Keywords

AccountantAccountingAdministrationAdministrative AssistantAnalyticalAssistant Store ManagerBankingBasic Operation CourseBusiness AdministrationCall Center Senior SpecialistCustomer CareCustomer ServiceCustomer-orientedEjada Systems LTDEnglishEnterprise Customer SupportEnterprise SupportFood And Beverage ProductionFood ServicesFrenchHard WorkerHospitalityHuman Resource And Executive Office ManagerHuman ResourcesIltsInbound Call Center: People Management CourseInformation Technology ServicesInnovativeMC DonaldsMarketingMicrosoft ExcelMicrosoft OutlookMicrosoft PowerMicrosoft WindowsMicrosoft WordMobinil ( France Telecom) OrangeOfficeProblem SolverSeibel ApplicationSocial MediaSupportTeam Leader, Digital And Social MediaTelecommunicationsThe Communication Skills For Leadership CourseThe Customer Experience Diploma

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Intermediate

: Intermediate

: Intermediate

: Intermediate

Tools and Technologies

seibel application

seibel application

: Expert

: Medium

:

More than 7 years

Microsoft Windows

Microsoft Windows

: Advanced

: High

:

More than 7 years

office

office

: Advanced

: High

:

More than 7 years

Microsoft Word

Microsoft Word

: Advanced

: High

:

More than 7 years

Microsoft Outlook

Microsoft Outlook

: Advanced

: High

:

More than 7 years

Microsoft Excel

Microsoft Excel

: Intermediate

: Medium

:

3-5 years

Microsoft power

Microsoft power

: Intermediate

: High

:

3-5 years

Fields of Expertise

customer care

customer care

: Advanced

: High

:

More than 7 years

Accounting

Accounting

: Intermediate

: High

:

1-3 years

Administration

Administration

: Intermediate

: High

:

3-5 years

Social Media

Social Media

: Intermediate

: High

:

1-3 years

Enterprise Support

Enterprise Support

: Intermediate

: High

:

1-3 years

Key Skills

Analytical, Hard worker, Customer-oriented, Problem Solver, Innovative

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