Basic Info

Mohamed Mansour

2 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Training and Development coordinator at Vodafone Egypt

Experience Details

Training and Development coordinator

Education/Teaching, Training/Instructor

Experienced (Non-Manager)

N/A


Company Details

Vodafone Egypt

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Dec 2014 to present (2 years)
Sales support & Customer Care Representative at Vodafone Egypt

Experience Details

Sales support & Customer Care Representative

Sales/Retail

Experienced (Non-Manager)

In a multinational company like Vodafone we have one goal - Impress our customers- and we deal with every thing that surround us in order to realize our goal. Specially in Customer care section we have slogan "No more limits, We care". I am learning how to support customers, how to say more than Yes, "It is more than Yes, We IMPRESS"
Dealing with NPS system is my role of scoring and handling customers issues and complaints.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

N/A

Consumer Services

http://www.vodafone.com.eg

Dec 2013 to Nov 2014 (11 months)
President at 7adota Masrya Family (NGO) (student activity)

Experience Details

President

Operations/Management

Experienced (Non-Manager)

7adota Masrya is Family in Al-Alsun faculty, Ain Shams University, but it works like Student Activities in their structure, system and events. I was responsible for reforming the structure from normal to organizational in cooperation with high board, as a President have I learned how to deal with employers, doctors and members to establish an event. I have learned responsibility towards budget too.


Company Details

7adota Masrya Family (NGO) (student activity)

Cairo, Egypt

N/A

Oct 2011 to Sep 2013 (1 year 11 months)
HR Representative - IT committee (volunteer) at STP " Steps Towards Progress "

Experience Details

HR Representative - IT committee (volunteer)

Human Resources, Analyst/Research

Entry Level

STP is an annual project that is held in Cairo university, STP stands for "Steps Towards Progress",This project was held in the academic year 2005/2006.
It is completely managed and organized by students under the supervision of the faculty of Engineering professors and administration.

In STP “Steps Towards Progress” was I a member in HRD “HR Recourses Development” committee, that was from July 2013 to July 2013 and I was HR representative for IT committee. As HR member had I roles: 1- Write the MOM “Minutes of Meeting” of IT committee. 2- Put Motivational plan for IT committee with IT head. 3- Fulfill IT members for T-shirts and IDs. 4- Rent meeting rooms. 5- Coordinate with IT members in non-technical tasks. 6- Collect member’s data and specific information like member’s progress to help in making member’s profile.


Company Details

STP " Steps Towards Progress "

Giza, Egypt

51- 100 employees

Human Resources , Information Technology Services, Education

http://stp.stp-egypt.com/

Jul 2012 to Jul 2013 (1 year)
Member at Ain Shams University Student Union (student activity)

Experience Details

Member

Education/Teaching, Operations/Management, Training/Instructor

Student

After the Egyptian revolution in January, 25th, 2011 became the Student Union by free elections. Members of Student Union gained power to change and make decisions to improve their faculty, university and community. I was elected as member for Culture and Political Awareness in April, 2011, then elected me as Vice-Head then Head of the committee.
I was responsible for:-
1- Give the green light for new activities to take part in the faculty after negotiate their vision, mission, objectives and events.
2-Negotiate with Al-Alsun faculty high board to start new events and activities.
3-Brainstorm with employees and committee members in Al-Alsun to come up with new activities that enhance cultural skills and political awareness of Al-Alsun students.


Company Details

Ain Shams University Student Union (student activity)

Cairo, Egypt

https://www.facebook.com/Alsunsu

Apr 2011 to Apr 2013 (2 years)
Project member at Enactus ASU (student activity)

Experience Details

Project member

Project/Program Management, Analyst/Research

Student

ENACTUS is the extinction of SIFE organization. It aims development and spread awareness through initiatives. It took part in Ain Shams University through 5 projects and I was member in tourism project.
I have learned there how to write a research, how to make long term and short term plan, how to deal with different cultures and people.
I was responsible for:
1- Do researches about Tourism in Egypt
2- Do researches about handmade industries
3- Brainstorm with my team members to come up with new ideas for events and problem solving.


Company Details

Enactus ASU (student activity)

Cairo, Egypt

http://enactus.org/country/egypt/

Dec 2012 to Mar 2013 (3 months)
Customer Service Representative at Wasla outsourcing

Experience Details

Customer Service Representative

Customer Service/Support

Entry Level

During my study-years I had joined Wasla outsourcing and I was CSR for Vodafone Egypt, I left this position because of my Graduation Project. In Wasla I was responsible for:
1- Provide Vodafone Egypt customers with all required information related to the company products and services with delighting them with a superior customer service.
2- Providing guidance in areas of professional matters as requested or needed.
3- Applying FCR concept for all customer’s inquires.
4- Prioritizing and achieving multiple tasks, establishing and meeting deadlines.
5- Follow up all customers related issues and provide timely feedback to Vodafone Egypt customers.
6- Adhere to Customer Operations Department policies and procedures.
7- Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.
8- Perform standardized activities and tasks efficiently and effectively.
9-Pro-actively reinforce Vodafone’s customer care proposition during all contacts.
10- Handle and retain all the customers’ complaints within the SLA.
11-Handle all USB and mobile internet basic trouble shooting related issues.
12- Supporting collection queue by handling collections inquires and bills explanation.
13- Explore the required negotiation skills for making payments' deals when needed.
14- Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.
15-Applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions 16- Implement high quality standards of Customer Service for customers through exceeding all KPI’s threshold


Company Details

Wasla outsourcing

Cairo, Egypt

More then 1000 employees

Consumer Services , Marketing and Advertising

http://www.wasla.com/User1/default.htm

Jul 2012 to Sep 2012 (2 months)

Achievements


The best Training provider recognition 2015 in Risk management sector


Being promoted to join training team in Vodafone Egypt


Re-structure the Family to Student activity to be the 2nd student activity in Al- Alsun Faculty
The best Family in 2012 at Al- Alsun Faculty


participating in re-structure the student union to match university new needs


Top achiever in Quality assurance


Education

BA in Literature

Education Details

BA

Literature, Interpreting, Linguistic

Ain Shams University, Egypt

C / Good / 65 - 75%

Literature (Arabic and German) Linguistic (Arabic and German) Translation (Bilingual) Interpreting Arabic and German texts Conversation (German)

N/A

Ain Shams University
2010 - 2013
High School - Thanaweya Amma

High School Details

Thanaweya Amma

El- Mohamadia Experimental Language School

Egypt

2009

A / Excellent / 85 -100%

N/A

El- Mohamadia Experimental Language School
2009

Certifications

Certificate details

Human Resources Track

Nov 2013

N/A

N/A

N/A

ITI

Conflict Resolution, Performance Management and Conducting Effective Performance Reviews,Teamwork
Change Management, Stress Management
Employee Dispute Resolution, Training and Development,

Training and Courses

Training/Course Details

Managerial approach

Sep 2012

Pathways, Cairo University

• The Training covered the following: o Planning o Economics o Negotiation o Problem Solving o Teams o Feasibility Studies

Training/Course Details

Business Process Outsourcing Skills

Sep 2013

Information Technology Institute (ITI)

• The Training covered the following: o Soft Skills (Customer Service including Assertive Behavior and Handling Irate Customers , Time Management, , Communication skills, Presentation skills, and Team Work) o Grammar and Sentence Structure o PC Skills (MS Office, Internet Search Basics and Browsing, Typing Techniques) o Analytical Skills o Aptitude (Numerical Ability, Logical Reasoning, and Attention to Details)

Training/Course Details

Developing Employees

Jun 2015

Harvard ManageMentor

N/A

Training/Course Details

Professional Sales Certification

Feb 2016

UAE Foundation in Cairo

I have studied - Sales techniques -Customers Styles -How to take advantage of Customer Needs -Recommendations of the best -Effective Sales Campaigns

Training/Course Details

Training The Trainers

Apr 2016

Harvard ManageMentor

Studying how to be certified trainer 1- how to prepare your training materials 2- different learning methods 3- how to train adults 4- manage conflicts 5- how to conduct Training Need Analysis (TNA)

This profile is fresh!
Last update 2 days ago.

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Profile Skills and Keywords

ArabicBusiness DevelopmentBusiness Process Outsourcing SkillsCoffeeCommunication SkillsComputer SkillsConsumer ServicesCustomer ServiceCustomer Service RepresentativeDeveloping EmployeesEducationEnglishFootballGermanHR Representative - IT CommitteeHigher EducationHuman ResourcesHuman Resources ManagementHuman Resources TrackInformation Technology ServicesInterpretingLeaderLearningLinguisticLiteratureManagementManagerial ApproachMarketing And AdvertisingMemberMicrosoft OfficeNon-Profit OrganizationsOrganizerPlannerPlanning And DevelopmentPresidentPreziProblem SolverProblem SolvingProfessional Sales CertificationProgram ManagementProjectProject MemberReadingRecruitment And StaffingResearchRetailSalesSales Support & Customer Care RepresentativeSupportSupportiveTeaTeachingTelecommunicationsTraining And DevelopmentTraining And Development CoordinatorTraining The TrainersVodafone Egypt

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Advanced

: Fluent

: Fluent

German

German

: Intermediate

: Intermediate

: Intermediate

: Intermediate

English

English

: Advanced

: Advanced

: Intermediate

: Advanced

Tools and Technologies

Prezi

Prezi

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

5-7 years

Computer Skills

Computer Skills

: Advanced

: Extreme - I love it!

:

More than 7 years

Communication Skills

Communication Skills

: Advanced

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Training and Development

Training and Development

: Advanced

: Extreme - I love it!

:

3-5 years

Human Resources Management

Human Resources Management

: Advanced

: High

:

1-3 years

Planning and development

Planning and development

: Intermediate

: Extreme - I love it!

:

Less than 1 year

German

German

: Intermediate

: High

:

3-5 years

Key Skills

Leader, Planner, Organizer, Problem Solver, Supportive

Online Presence

eg.linkedin.com/in/mohamedmansour6891/https://www.facebook.com/mohamed.mansour.6891@Bondok6891http://mohamedmansour6891.blogspot.com/

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