Mohamed Younis Abbas University Views | Silcon Oasis, DXB 341041

(+971) 568951944

Mohamedyounis10@gmail.com

Team Leader

Equipped to continue excellence in providing high-level management support

to multiple departments.

Performance Summary

Responsible for providing quality and efficient customer service to customers through the daily

management of a team of employees to include hiring, motivating, recognizing and rewarding,

coaching, counseling, training, and problem solving. Additionally, responsible for assisting the

manager with development, analyses and implementation of staffing, training, telemarketing,

scheduling and reward/recognition programs.

Professional Skills

✓ Communication Proficiency. ✓ Performance Management. ✓ Leveraging Diversity

✓ Customer/Client Focus. ✓ Problem Solving/Analysis. ✓ Human Capital Management

✓ Leadership. ✓ Technical Capacity. ✓ Team Building

✓ Organizational Skills. ✓ Creativity / Innovation ✓ Strategic Thinking

Performance Highlights

• Researched and verified missing information about Etisalat Call Scenario which saved quality

critical errors.

• Increased customer satisfaction level by 25% through education of staff in customer service.

• Reduced customer effort by 30% by action plan to improve project quality figures and soft

skills.

Professional Experience

Raya CC, Cairo| 3/2016 – 12/2016.

Team Leader

Provides daily direction and communication to employees so that customer service calls are

answered in a timely, efficient and knowledgeable manner.

Provides continual evaluation of processes and procedures. Responsible for suggesting

methods to improve area operations, efficiency and service to both internal and external

customers.

Provides statistical and performance feedback and coaching on a regular basis to each team

member.

Writes and administers performance reviews for skill improvement.

Is available for employees who experience work and/or personal problems providing

appropriate coaching, counseling, direction and resolution. programs

Raya CC, Cairo | 1/2015 –2/216.

Assistance Trainer (Co-trainer)

Brief the trainees all the knowledge base updates daily.

Report their performance to their trainer and the management.

Raya CC, Cairo | 3/2015–11/2015.

Customer service agent (Mobile services-Home Services -Small and Medium

Business)

Managing large amounts of incoming calls

Generating sales leads

Identifying and assessing customers’ needs to achieve satisfaction

Provide accurate, valid and complete information by using the right methods/tools

Handle complaints, provide appropriate solutions and alternatives within the time limits;

follow up to ensure resolution.

Vodafone, Cairo | 3/2014–10/2014.

Customer service agent

Managing large amounts of incoming calls

Generating sales leads

Identifying and assessing customers’ needs to achieve satisfaction

Provide accurate, valid and complete information by using the right methods/tools

Handle complaints, provide appropriate solutions and alternatives within the time limits;

follow up to ensure resolution.

Azadea, Cairo | 4/2013–1/2014.

Retail Salesperson (Zara)

Welcomes customers by greeting them; offering them assistance.

Directs customers by escorting them to racks and counters; suggesting items.

Advises customers by providing information on products.

Helps customer make selections by building customer confidence; offering suggestions and

opinions.

Processes payments by totaling purchases; processing checks, cash, and store or other credit

cards.

Documents sale by creating or updating customer profile records.

LC WAIKIKI, Cairo | 5/2012–3/2014.

Retail Salesperson

Welcomes customers by greeting them; offering them assistance.

Directs customers by escorting them to racks and counters; suggesting items.

Advises customers by providing information on products.

Helps customer make selections by building customer confidence; offering suggestions and

opinions.

Processes payments by totaling purchases; processing checks, cash, and store or other credit

cards.

Documents sale by creating or updating customer profile records.

GAP, Cairo | 1/2011–4/2012.

Retail Salesperson

Welcomes customers by greeting them; offering them assistance.

Directs customers by escorting them to racks and counters; suggesting items.

Advises customers by providing information on products.

Helps customer make selections by building customer confidence; offering suggestions and

opinions.

Processes payments by totaling purchases; processing checks, cash, and store or other credit

cards.

Documents sale by creating or updating customer profile records.

Education

Bachelor of literature English Department Language and Translation (Madina Higher Institute

For International language Certified from Ain-shams University.)| 2012.

St. Mariotia, Haram, Cairo.

Technological Skills

• MS Office: Word, Excel, PowerPoint, Outlook.

• Photoshop.

“You may be disappointed if you fail, but you are doomed if you don’t try.”