Basic Info

Hazem Hassan

5 years

Dubai, United Arab Emirates

Bachelor's Degree

Experienced

Work Experience

Administration Executive at UAEEF

Experience Details

Administration Executive

Administration

Experienced (Non-Manager)

N/A


Company Details

UAEEF

Dubai, United Arab Emirates

101-500 employees

Sports

uaerugby.ae

Apr 2016 to present (8 months)
Consumer Segment Subject Matter Expert at Vodafone Ireland

Experience Details

Consumer Segment Subject Matter Expert

Customer Service/Support

Student

Excelling in Customer Care service for Prepaid Segment, providing a role model through hard work and dedicated effort with contributed support to all hierarchy members starting from colleagues to Team Leaders and senior managers; through coaching and feedback and performance analysis for new hires on duty

- Guaranteeing all KPI's are met from achieving quality standards up to the Targeted NPS score (Customers' Net Promoter Survey)
- Ensuring Customer Satisfaction at all levels
- liaising with other departments to ensure full resolution once other teams are involved
- Adhering to aligned and stated processes through all Troubleshooting steps
- comprehension of Customer&product; Terms and Conditions and Code of conduct
- Held accountable for emergency rooms for low performers helping them to perform better
- Active member in conference workshops with client for business process improvements and suggestions
- Team leaders Delegate
- Temp. Team leader for Nesting Teams preparing them for operation
- Floor Walking technical&knowledge; support to all front line advisers
- Handling Escalated Customer Complaints & Cases
- Conducting coaching sessions for knowledge & attitude and performance concerns
- Delivering Knowledge & Training Sessions to other departments to better support and handle a different scope of experience


Company Details

Vodafone Ireland (multinational)

6th october city, Egypt

N/A

Telecommunications

http://www.vodafone.com.eg/

May 2013 to Apr 2016 (2 years 11 months)
International Account Advisor at Stream Global Services

Experience Details

International Account Advisor

Customer Service/Support

Entry Level

- Supporting Online & Instant Customer Care Service
- Handling Prompt Clients' Issues
- Business Driven Quality & Support
- Dealing With Online Up-selling & Offers
- Commitment To Excellence
- High Quality Performance
- Identifying All Alternatives Available
- Intelligent Agent Desktop Handler
- Easily Oriented Upon Work Instant Environmental Change
- High Flexibility
- Winning Listening Skills
- Message Deliverance&Sending With Total Clarity
- Loyalty In Terms Of Company's Credentials & Conditions
- Team work


Company Details

Stream Global Services (multinational)

6th of October, Egypt

More then 1000 employees

Business Services - Other

www.stream.com

Nov 2012 to Mar 2013 (4 months)
Front Desk Receptionist at Siwa Oasis Hotel

Experience Details

Front Desk Receptionist

Customer Service/Support

Experienced (Non-Manager)

- Facilitating Booking Requests
- Handling Impromptu Clients' Issues Face-to-face
- Making Good and Reliable Image
- Effective Communication Skills
- Public Relation Expertise
- Supporting High Flexibility


Company Details

Siwa Oasis Hotel

Siwa Oasis Hotel, Egypt

11-50 employees

Hospitality/Hotels

www.siwaoasishotel.net

Nov 2011 to Nov 2012 (1 year)
Scholarship, EDU Egypt Program (intern) at Ministry of Communications and Information Technology, Infosys BPO

Experience Details

Scholarship, EDU Egypt Program (intern)

Customer Service/Support

Student

- Business Process Outsourcing Bases
- Customer Care Representing
- Personal Soft Skills Improvements
- Lateral & Logical Reasoning Ability
- Brainstorming Proficient Techniques
- Creativity Boosting
- US, UK, Australia Cultural Aspects
- IQ Tests Literacy
- Business Attitude Orientation
- Time Management
- Message Clarity
- Fast Reading Comprehension
- Emphatic&Effective Listening
- Entrepreneurship
- Leadership Pathway
- Teamwork Ethics


Company Details

Ministry of Communications and Information Technology, Infosys BPO

Cairo, Egypt

More then 1000 employees

Information Technology Services, Education

http://www.iti.gov.eg/itisystems/neweduwebsite/

Mar 2010 to Jan 2011 (10 months)
Trainee (intern) at Internship, Misr Travel

Experience Details

Trainee (intern)

Manufacturing/Production

Student

- Operational Tasks
- Hotel, Cruises, Trips Reservations
- Touristic Programs Familiarity


Company Details

Internship, Misr Travel

Cairo, Egypt

More then 1000 employees

Travel and Tourism

http://www.misrtraveleg.net/en/home/1

Aug 2010 to Sep 2010 (1 month)
Salesman at Dar El-Shrouk Bookstore

Experience Details

Salesman

Sales/Retail

Experienced (Non-Manager)

- Face-to-Face Marketing
- Facilitating Sales Operations
- Handling Consumers' After Purchase Issues
- Training Leader
- High Flexibility
- Product Info Coverage
- Smart Driven Way To Convince
- How To Address Consumers' Needs
- Delivering Ideas with Ease&Clarity
-Listiening Skiils
- How To Keep A Smiley Face


Company Details

Dar El-Shrouk Bookstore

Cairo, Egypt

More then 1000 employees

Publishing and Printing

N/A

Nov 2008 to Jan 2010 (1 year 2 months)

Education

College Diploma in Business Management

Education Details

College Diploma

Business Management, Operations Management, Strategic Management

German University in Cairo (GUC), Egypt

A / Excellent / 85 -100%

- Operations Management - Corporate Finance - Accounting - Marketing Management - Strategic Management - Human Resources Management - Entrepreneurship -Economics Basics

N/A

German University in Cairo (GUC)
2014 - 2015
Bachelor's Degree in Tourism Studies

Education Details

Bachelor's Degree

Tourism Studies, Marketing

Faculty of Tourism and Hotels, Helwan Uni., Egypt

B / Very Good / 75 - 85%

- Tourism Theories & Marketing Studies Experienced - E-Tourism & E-Marketing Acknowledged - Social Media Based On Web 2.0 Linked To E-Marketing & E-Tourism Driven Busines

- Tourism Theories & Marketing Studies Experienced - E-Tourism & E-Marketing Acknowledged - Social Media Based On Web 2.0 Linked To E-Marketing & E-Tourism Driven Business

Faculty of Tourism and Hotels, Helwan Uni.
2007 - 2011
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Isamel El Kabbany

Egypt

2007

A / Excellent / 85 -100%

N/A

Isamel El Kabbany
2007

Training and Courses

Training/Course Details

EDU Egypt

Aug 2011

Ministry of Communications and Information Technology, Infosys BPO

- Business Process Outsourcing Bases - Customer Care Representing - Personal Soft Skills Improvements - Lateral & Logical Reasoning Ability - Brainstorming Proficient Techniques - Creativity Boosting - US, UK, Australia Cultural Aspects - IQ Tests Literacy - Business Attitude Orientation - Time Management - Message Clarity - Fast Reading Comprehension - Emphatic&Effective Listening - Entrepreneurship - Leadership Pathway - Teamwork Ethics

Training/Course Details

Italian Language and Culture

Nov 2009

Don Bosco

- Advanced Italian Language Course - Italian Culture & Traditions - Italian History & Literature Attività e associazioni: Italian Cultural Institute at Cairo, Translations, Cinema & Culture, Theater Attendee

Training/Course Details

English Conversational Course

May 2010

Berlitz, Inc.

English Conversational Course Lev 5. Has already been obtained

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AdaptiveAdministrationAdministration ExecutiveAnalyticalBrainstormingBusiness DevelopmentBusiness ManagementBusiness Services - OtherCoachingCommunicatorConsumer Segment Subject Matter ExpertCustomer CareCustomer ServiceCustomer-orientedEDU EgyptEducationEnglishEnglish Conversational CourseFlexibleFront Desk ReceptionistHandling ComplaintsHard WorkerHospitalityHotelsInformation Technology ServicesInternational Account AdvisorItalianItalian Language And CultureManufacturingMarketingOperationsOperations ManagementPerformance MentoringProductionPublic RelationPublishing And PrintingRetailSalesSalesmanScholarship, EDU Egypt ProgramServing PeopleSocializingSportsStrategic ManagementStrategy FormulationStream Global ServicesStudyingSupportTelecommunicationsTourism StudiesTraineeTravel And TourismVodafone IrelandWorkingWorking Under PressureWriting, Blogging

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Advanced

: Advanced

Italian

Italian

: Fluent

: Fluent

: Advanced

: Advanced

Fields of Expertise

Brainstorming

Brainstorming

: Expert

: Extreme - I love it!

:

1-3 years

Performance Mentoring

Performance Mentoring

: Advanced

: Extreme - I love it!

:

1-3 years

Customer Care

Customer Care

: Advanced

: Extreme - I love it!

:

1-3 years

Writing, Blogging

Writing, Blogging

: Advanced

: Extreme - I love it!

:

1-3 years

Sales

Sales

: Advanced

: High

:

1-3 years

Coaching

Coaching

: Intermediate

: Extreme - I love it!

:

1-3 years

Strategy Formulation

Strategy Formulation

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Marketing

Marketing

: Beginner

: Extreme - I love it!

:

Less than 1 year

Key Skills

Analytical, Communicator, Hard worker, Customer-oriented, Flexible / Adaptive

Online Presence

http://www.linkedin.com/pub/hazem-mahmoud/33/b14/b26http://www.facebook.com/z.whizzy

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